Livechat - great tool for frontline reps and the admin setting it up
December 19, 2023
Livechat - great tool for frontline reps and the admin setting it up
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with LiveChat
We use it for 2 use cases
-Assist the existing customers coming in our website to ask for product support
-Assisting prospects for Sales (the sales reps also use this product to talk to prospects in during a discovery on chat and giving out quick information on the pricing / solutioning)
Both the use cases are solved using the routing rules of this product.
-Assist the existing customers coming in our website to ask for product support
-Assisting prospects for Sales (the sales reps also use this product to talk to prospects in during a discovery on chat and giving out quick information on the pricing / solutioning)
Both the use cases are solved using the routing rules of this product.
- The most important factor of Livechat is their own chat support, I had many requirement from the Sales Head, Support Head to implement features that I was unsure if the product could do. However, as I did the implementation one by one I constantly used the chat support which helped me step by step all the way.
- The UX of the product is pretty simple and intuitive to use. There are quite a few features that we could easily plug and play. We tried going to the market to find a solution that could help us but they did not have as many out of the box features and simple to use
- Their integration between LiveChat and ChatBot is pretty seamless and since both of them are from the same company, it's works pretty well.
- We use the mid tier plan, our support lead did not get the reporting that he wanted to, however that was available on Enterprise which is expensive for us.
- The pricing recently went through a huge change. It did affect us.
- We as a company take pride in being one of the few Enterprise level companies to provide various support i.e CS, Live Chat.
- Hence, Chat support is one the most important factors for us and since we cannot quantify exactly how much has it helps but listening to customers praise us for our support definately shows us that we are on the right path.
- Intercom
We had to move away from Intercom as it changed it pricing model and the pricing that it came to us with was out of our budget.
LiveChat gave us a better product at a lesser price.
Intercom did not provide us with chat support for the plan we were on - at times we had to wait 24 hours for a reply to a query on their chat.
Livechat literally has chat support at all times. This really helped me with my Implemetation.
LiveChat gave us a better product at a lesser price.
Intercom did not provide us with chat support for the plan we were on - at times we had to wait 24 hours for a reply to a query on their chat.
Livechat literally has chat support at all times. This really helped me with my Implemetation.
Do you think LiveChat delivers good value for the price?
Yes
Are you happy with LiveChat's feature set?
Yes
Did LiveChat live up to sales and marketing promises?
Yes
Did implementation of LiveChat go as expected?
Yes
Would you buy LiveChat again?
Yes