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