LiveChat is a Sales Partner.
Overall Satisfaction with LiveChat
LiveChat provides our customers with yet another medium to reach out to the sales and marketing team for ideas, feedback, complaints about the products and services we at FCMB offer them as customers or potential customers. While it was probably meant to serve web visitors who stumbled on our website to ask questions, it is now the fastest means for an FCMB customer to get a fast response to whatsoever question or complaint they have about our services.
Pros
- LiveChat is very easy to setup. At my former place of work, I saw firsthand the ease at which Livechat could be installed unto a company's website or mobile app. I expect this to be probably the same situation with most other helpdesk solutions; be it or be it not, I see fast, easy setup as a plus.
- LiveChat provides standard reports for the sales and marketing team to be able to measure our performance over a specified period of time. Either in a day, week, or month. From the weekly chat summaries which give a breakdown of the helpdesk departments performance for that week to the daily chat summaries; which provides us with a snapshot of the average positive and negative rating we get.
- Overall, LiveChat's standard analytical reports are every marketer's dream come true, as it assists in having a mental picture of how impressive or badly we have served our customers and what we can do to serve them better, or improve on our shortcoming.
- LiveChat is the king of customization. Every marketing team patronizing Livechat can attest to the unlimited amount of tweaks that can be applied to make Livechat fit into the taste and expectation of a marketing team's need. We are able to determine the color of our chat widget, select our preferred chat pop-up icon, set timers for when customers can contact us on Livechat etc
Cons
- Our in-house Livechat administrator does not have full control over our chat history. We are not even able to delete any chat history, except we contact the Livechat team and they get to do it by themselves.
- There is no ability to use canned responses on the LiveChat smartphone app. and I cannot seem to understand why this is the case.
- LiveChat's shortcomings for me has to do with its mobile app. It only does the basic function of enabling us to chat with customers and then nothing. We are unable to respond to tickets via the mobile app, edit agent profiles or make any customization changes whatsoever.
- Livechat has improved the speed at which we are able to respond to customer complaints and questions.
- Livechat has provided us with important analytical insights into the performance of our helpdesk team . Making it easy for the marketing team to know super performing helpdesk agents and agents whose performances are below par.
- Livechat provides us with insights into the kind of traffic we get on our website. This enables us effectively tailor our marketing efforts towards addressing weak points shown us by LiveChat's analytical reports.
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