Live Chat: Ensuring 24/7 Efficient and Effective Customer Support!
May 19, 2021

Live Chat: Ensuring 24/7 Efficient and Effective Customer Support!

Helen Kinnear | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveChat

We currently use live chat to effectively and efficiently communicate with our clients to provide a 24/7 contact service. It is used across our customer support function to enable us to quickly act upon and resolve and provide quick answers to our client's questions or issues. It bridges the gap between phone and email when our account managers are out of the office after the working day ends. It can also be used globally by all of our teams in all departments all over the globe.
  • Ability to save and categorize transcripts.
  • Pop ups when new chats come in.
  • Ability to accept or decline a chat depending on capacity.
  • Ability to pass a chat to another available agent.
  • Glitchy notification system at times..
  • If another window is accidentally opened, the live chat is terminated.
  • Would be good to integrate a notification system on the client or customer's end if they forget about the chat.
  • Ability to sync and adapt the chat feature to Salesforce.
  • Notification system is important to ensure agents accept chats in a timely manner.
  • Ability to save and review transcripts to ensure good, consistent quality of service.
  • Customers get the answers they are looking for quicker.
  • Allows us to provide a 24/7 service.
  • If internet connection is lost briefly, chat is dropped on both user and customers end.
Live chat provides customers with quicker replies than WhatsApp and ensures queries are either answered or passed on efficiently and effectively.

Do you think LiveChat delivers good value for the price?


Are you happy with LiveChat's feature set?


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?


Would you buy LiveChat again?


Live chat is great when looking to provide customers or clients with a quick and efficient way to contact the business. Live chat allows simple queries to be answered in a timely fashion reducing inbound emails and calls which take longer to deal with and resolve.