LiveChat Reviews & Product Details

Configuration options -- we were able to completely customise the colours / style of the popup to suit our product. Ease of inclusion in our website -- very simple to get up and running.

Nothing, really. It does a great job during the day and also after hours by keeping messages. I seem to recall some minor issues with JavaScript in an update but I'm fairly sure that was rectified quickly.

We are a software company so utilising the most modern methods of communication are essential -- we moved from telephone / email only to also include live chat and it has paid dividends.

The predictive text, the real time communication and engagement it allows with my customers and community.

Sometimes there are log in problems which stop my team from being able to log in for hours at a time. This makes the tool frustrating to use at times.

Customer communication, real time chat archiving and logging, team communication, and zendesk ticket migration and syncing.

I like being able to connect with parents and students while they are investigating our web site. Being able to answer their questions right when they have the question is phenomenal. The ability to add a new contact to our CRM is exactly why we decided to connect with use Live Chat. Now instead of wondering how many "stealth applicants" we may have this year we are working on excluding this idea of a "stealth applicant" by connecting students and parents with us as early in the college planning process as we can.

N/A - there is nothing that I dislike about this product

N/A - listed above

The accessibility and variety are two things I enjoy the most. It can be accessed anywhere with internet. It can also be logged on by multiple users simultaneously. By variety, I mean there are many customization options available in the software. I have yet to explore a lot of them, but I know they're there just by my few navigational trips around the software to explore.

I don't particularly dislike anything. I think the minor things that I could say that I dislike, I actually couldn't. Because if I really wanted to I could customize the software to change those small features. I just haven't yet as nothing is that big of a deal.

We use the software as a way for our customers to chat in with customer service reps in order to ask questions, pay bills, place orders, etc.

Very clean, easy to read interface. Simple to use. Easy to manage multiple chats.

It's a bit clunky and large. Not very customizable.

Helping customers with issues. Easy access for customers all over the world.

The features are user friendly and self explanatory. Though sometimes there can be a language barrier.

Nothing to dislike. In the year I have used the program, it's been ok so far. The experience was not bad. To some extent, it was just an issue because I had to utilize all the available features. The elements within the software are ideal and work with small or large organizations.

Faster response, improved customer support satisfaction

Live chat provides a rapid and personalized communication with your clients which helps you grab your clients attention and get business from them. Live chat has very customer focused approach and it provides the right tools to help your business.

It is relatively expensive than its competitors. Sometimes there is a lag in receiving chat messages which can cause unnecessary problems. Support takes time to respond and resolve the problem which we notify.

Live chat helps us connecting with our customers in very efficient way. We optimize our work by creating several agent accounts and dividing employees into groups with a more focused approach.

I like it's ability to save and categorize transcripts. Also I like how it pops up when new chat's come in. Also I like how it allows customer care specialists to tag chat's. It's really simple to use with good interface.

Cannot change appearance of chats. Also sometimes it's hard to set outo replies.

I like how it provides real time data. Also it responds to queries and complaints.

It helped our team work together faster also gave the entire team the ability to help, teach and support one another more efficiently and quickly.

So far, I have not learned it well enough but look forward to doing so, but so far, I love it!

The team was not working at the same pace and missing essential facts, and it has given the team the ability to function more like one another and support one another. No downtime!

It does what it needs to. Live Chat is a simple app that does exactly what it's supposed to

It would be nice if there were more functions. I would like to be able to see what is inside a customer's cart from the Live Chat. Additionally, I would like to imbed links into specific words. For instance, in an email (Gmail)l, I can say "Click Here" and embed a link to whatever I want. I cannot do this in Live Chat.

I use Live Chat to talk to hundreds of customers and assist them with whatever they need. This helps cut down on the number of calls and emails we get.

Really clean UI on both the front end and back end. Really easy for our customer service team to use and also for our customers to ask questions.

I wish there was more robust reporting available with this app.

We’re tying up less of our customer service team with phone calls and they’re able to carry out multiple LiveChats at once which means we’re talking with more customers and taking care of their needs quicker than ever before.

It integrates Quite Well with our Platform Supplying good information regarding Customers that come into Discussion.Besides, this platform is quite simple to use and contains a fantastic integration with Zendesk's ticket management. The support is obviously very useful when you need.

I can say that the program is a bit expensive compared to other platforms. So far I have not found any kind of problem with the performance of the platform. It is a program that offers many advantages and is easy to use.

One thing I benefit from is that it is full of powerful features, details about the clients that allow us to communicate with them in a better way. The integration using Facebook Messenger is pretty cool. It allows me to archive, tag and search. I really recommend livechat

It's quick and effective, unlike some of its counterparts which frequently crash.

Not always one hundred per cent reliable and crashes at inconvenient times.

Our time to provide assistance to our customers has greatly impressed since we started using Live chat.

The consumer can add as much and as much folder he wants. This makes the overview much easier

Unfortunately you can’t keep tickets as “unresolved” for taking further actions and close them later

The website it selfs makes the browser running really slowly after a couple of hours of usage The knowledgebase needs improve

It's the best and the most customizable and easy-to-use chat service out there to deliver chat (sales & support) services for our Partners.

There is no clear timeline of product development what makes it hard to understand where the tool will be heading.

We outsource chat sales & customer service to all our Partners we cooperate with.

LiveChat is simple, user friendly and multitasking service for supporting our customers in real time. I like the statistics tools for admins, the tagging ability, what is most important for our company. I like so much the tool for supervising current chats and send to support agents private advice right in chat window, it helps! Also, the desktop version. It is nice, and all the tools are included.

First of all, the mobile application for LiveChat is poor. There are no any administrative tools, for administrators, managers and supervisors it is too important to control the agent permissions (eg agents groups) from mobile device, and mobile application of live chat can't help you in this cases. Also, there is no ability to change interface for desktop/web/mobile applications. When you work on some tools or apps 8 hours per day, you need to personalise your interface, i guess.

Mostly we are supporting our customers in real time by live chat tools. Less often we are using LiveChat for emailing.

The account portal for each user is well-defined windows and menu item that allow basic and advanced users alike to be able to access all the features and information they need quickly. A big part of providing good service is to be able to respond quickly with appropriate answers. I like that there are many features within LiveChat that help us to provide a custom experience for each chat.

I think being able to access the data quickly and to train support personnel to understand individuals and not be too cold and robotic can take some time to accomplish. Chatting can take up valuable time from staff and may not always be necessary when there are answers available online.

When we use LiveChat, we are able to give customers and new business leads access to information in real time. We can interact with them in a personal way without making them feel tied down by the formalities and waiting times that are often a part of phone calls. We want to make chats feel like high quality conversations where we can present data as soon as possible and LiveChat gives us the capability of doing that. The chat logs and transcripts allow for quick record keeping on both ends of the chat. Leads can then save information that can be referred to later and possibly result in new business.

I love how you you can integrate ChatBot in Livechat to make a chat box on your website to direct where you clients go. I also love how you can communicate with anyone at anytime!

The inauthentic feel of Livechat, it makes it seem like we’re not real we talking on there

With Livechat, I have found it extremely easy to communicate with our customers without having them call in. It really helps out when problems arise!

It's super helpful that it integrates with Hubspot so easily. Possibly my favourite thing is the GPS - it shows me exactly where someone is writing from, which better helps me gauge their situation and therefore how to help them. It also shows me during a conversation how they have interacted with our website and if they're already a contact in Hubspot or not.

I'm not sure how much the ability for users to 'rate' their chat is. Sometimes people will totally spam the chat, and then rate the chat as 'poor', which doesn't make me look good, but it's also just a spammy comment so I try to take it with a grain of salt. It's just annoying. I do wonder about the utility of Livechat vs any other bot I could easily have on the website, such as Facebook Messenger.

It's nice that people can reach out to have their questions answered in this way. However, almost all of what is being asked can be accessed on our website, so it can feel redundant to keep answering the same questions repeatedly and directing people to various resources on the website.

It has a web and mobile version so the ease of access is amazing and it’s appreciated for an on the go job like mine is sometimes

It glitches for a few days after a new update but it goes away after a while

I can speak with customers and potential customers faster than ever and it’s great in this day in age because people don’t like speaking on the phone so it’s perfect for reaching a younger crowd