Livechat stands steps apart from other help desk solutions.
July 26, 2018
Livechat stands steps apart from other help desk solutions.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with LiveChat
My organization uses LiveChat as a medium to support users of our product and services anytime they encounter difficulties using one of our product or another. Our users can either chat directly with a customer care representative or open a ticket if there is no customer representative available to respond to them; which is the case during weekends and national holidays.
- I love the LiveChat Chatbot - Botengine. Botengine has taken a lot of chat sessions off the desk of the customer care team. We have long realized that at least half of our users who talk to us online basically just ask very simple questions; whose answers sometimes are even on the website.
- This is where Botengine comes in. Botengine simply points them to where the answer lies and that saves the customer care team from one extra chat duty.
- I also love the CANNED RESPONSE feature LiveChat provides users. A lot of users who contact us simply ask the same questions: questions we have responded to over and over again.
- Rather than having to type a response to these questions when they are asked again, we simply save a CANNED RESPONSE addressing them and the next time anyone asks any of such questions; we recall the response with a few keyboard strokes.
- Probably my favorite feature on LiveChat is the analytics. Apart from the basic information we get about every website visitor, I also receive daily emails from LiveChat providing me insights into the performance of my team over the course of the day.
- Via this report, I know the number of total chats we responded to, the percentile of visitors who loved the chat agent performance and the percentile of visitors who weren't impressed.
- We are also able to know the number of chats we missed for the day. The email also contains a percentile for the total performance for the day and this makes it easy to follow the performance as I simply look at the percentile rating and compare with what we have had in the past few days.
- I have got reservations about the VISITOR BANNING feature. This feature, while it has been handy for banning spammers, we have discovered that it only bans a visitors' IP address, thus such web visitor can simply access the website via another internet network IP without any obstacle. Maybe we can have a situation where a users' MAC address can be banned alongside the IP?
- LiveChat has helped us in minimizing our budget spending on maintaining an effective customer support medium. This has been the most cost-effective and most efficient way via which we are available to respond to user complaints. Without being bothered by increasing phone bills or poor phone call quality during bad weather.
- LiveChat has been helpful for the marketing department as they have been able to leverage on data analytics provided by LiveChat to determine how much of an impact, ongoing marketing campaigns have had on website traffic.
- Our website bounce rate currently stands at 30% and I believe LiveChat has a role to play in this. Usually, we have about 20% of new customers contacting us on the website who appears to be confused about what's next after accessing the website. Therefore I imagine they will simply leave the website if there was no option for them to talk to an agent.