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Great choice for high-contact services looking for a user friendly option
April 23, 2021

Great choice for high-contact services looking for a user friendly option

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveChat

As a business, we use LiveChat within our high-contact client-facing team to facilitate real-time communication. Regarding the business problems it helps us address, we are much better at meeting our SLAs and response times than we are using more traditional methods of communication such as email or scheduled phone calls.
  • Easy to train staff on.
  • A real-time method of communication.
  • User friendly for client usage.
  • Better user experience on mobile devices.
  • Better integration within Salesforce. Can take some time to update.
  • Ability to handle several chats at once.
  • Logging of chat transcript within Salesforce.
  • Queuing and triage of chats.
  • Overall staff are able to handle more contacts in a given period of time, saving on staffing costs.
We have also used WhatsApp Business, however this proved not to be as user friendly and we experienced several glitches and lost chats. However, WhatsApp Business does allow clients to contact us directly from a mobile app they are already likely to have and allows clients to reopen and continue a previous conversation.

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?

Yes

Would you buy LiveChat again?

Yes

I believe that LiveChat is well suited for scenarios where agents are handling straightforward day to day queries as it allows them to respond to clients in real-time and they can handle multiple chats at once. I believe it is less useful in situations where a relationship needs to be built with the client, or when tackling complex issues which need to be discussed back and forth.