Great Product! Chat with customers in REAL-TIME!!
November 16, 2019

Great Product! Chat with customers in REAL-TIME!!

Michelle Penix | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveChat

We have two departments within Happy Money that use LiveChat's services. Our Member Advocate (Customer Service Representatives) and Goal Realignment (Financial Collections) team use LiveChat in order to assist Members and applicants with questions on how to receive a loan. With this program, we are able to chat in real-time with customers, view their location and data services and see which webpage they are on when chatting in.

Pros

  • Efficiency.
  • Providing real-time data.
  • Able to provide canned responses to ease off extended typing.

Cons

  • Sometimes LiveChat will fizzle out and your chat will be sent to another representative.
  • The program will freeze often.
  • I would like to see even more customization.
  • Metrics - positive.
  • Data collection - positive.
  • Accurate archives - positive.
  • Downloand/print PDF of archived chats - positive.
This is the only job I have used a LiveChat type of program for customer service. The other employers I have worked for used phones or face to face contact in order to assist customers in the daily workplace. I believe the company chose to use LiveChat because of its efficiency and the different insights it provides on how to track and manage customer interactions.
The only issues I have had with LiveChat are the technical glitches within the program. These are not common as in everyday occurrences but when the glitches do happen they tend to have very negative repercussions. This is due to chats with customers being dropped, this may be an internal server issue though and may not happen for everyone.

Do you think LiveChat delivers good value for the price?

Not sure

Are you happy with LiveChat's feature set?

Yes

Did LiveChat live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of LiveChat go as expected?

I wasn't involved with the implementation phase

Would you buy LiveChat again?

Yes

I definitely believe that all customer service companies should use LiveChat as a program, as it is very easy to use, provides tracking data and archives all chats for review. When an applicant is coming into a chat after receiving an error, we are able to view where within the application they received the error. This provides better insight on how to assist the customer and provide accurate details to the engineering team, especially if the issue is front or back end.

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