LiveChat provides us extra leverage on our clients.
June 25, 2018
LiveChat provides us extra leverage on our clients.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with LiveChat
LiveChat acts as an internet-based window through which prospective clients, customers and business partners can get across to any of the teams in my organization, be it the customer care team (support), product team or marketing team either via their smartphones, tablet or personal/desktop computer. While selecting a help-desk solution for my team, we were seeking for a tool which would offer us speed and visibility and that is just what we have gotten. So far, so good.
- LiveChat opened a door to non-stop possibilities VIA the amount of customization freedom it has afforded my team. We are allowed to customize the interface of our LiveChat window. We have also leveraged the JavaScript portion of the LiveChat API to stipulate how we want our chat window to behave and work. We also regularly customize agent profiles and engagement graphics.
- User support - We patronize a few software startups in my current team, and over the years at different organizations where I worked, I also had the opportunity to use various software and I still cannot think of any of these software companies who have got a better user support team than LiveChat. The Livechat support team is online 24/7 and have successfully addressed our obstacles on every occasion, where we have had a reason or two to reach out to them.
- Apart from the above support sphere, which is what is expected from a support team anyways; the LiveChat support team also periodically sends us newsletters highlighting newer ways via which we can maximize the effect of LiveChat on our business operations.
- Insights - Every entrepreneur loves insights and I am not an exception; especially when these insights is not really what you have paid for, therefore technically free. For example, I receive an email from LiveChat at the end of my day at work detailing the performance of our customer support efforts for the day, these emails easily gives me a picture in a matter of seconds on how much our performance has either improved or decreased from the previous day.
- LiveChat further provides me tickets reports which I have got access to anytime I desire. The LiveChat ticket reportage provides me with a concise analysis on the number of tickets our clients opened over a given period, the amount of time it took the support team to respond to such tickets, how quickly or slowly the ticket was solved, ticket resolution time and so much more.
- Maybe LiveChat needs to learn a bit of workflow from Intercom even though I admit Intercom isn't really a full LiveChat program but rather a bit of everything. I like how on the Intercom helpdesk solution, users are able to customize specific messages to web visitors depending on the website page they are or their activity on the website. This will be a great improvement on Livechat.
- Also on Intercom, the workflow is smoother; I, as an agent, can easily introduce a fellow agent into a correspondence I am having with a customer agent by simply typing their name. And bravo, the agent joins the conversation.
- LiveChat has been so effective that we really do not have any other formal means of reaching out to my team except LiveChat. To think LiveChat costs us just 33$ every other month is an entrepreneurs dream as we would have expended more than twenty times that amount to even manage a two-man call center team.