LiveChat serves as a customer service platform with live chat support, help desk and web analytics functionalities, with the goal of allowing users to provide 24/7 support to customers. The core feature of the software is its chat tool, where both service and sales team can answer customers' questions in real time. Online businesses can interact with customers on their website, to be more accessible. With LiveChat, users can identify people on the website and engage them…
$20
per month, billed annually per user
Zendesk Chat
Score 8.6 out of 10
N/A
Zendesk Chat (formerly Zopim) is a live chat tool developed by the Singaporean company also called Zopim, acquired by Zendesk in April 2014.
$0
per user
Pricing
LiveChat
Zendesk Chat
Editions & Modules
Starter
$20
per month, billed annually per user
Team
$41
per month, billed annually per user
Busniess
$59
per month, billed annually per user
Enterprise
Request Quote from Sales
Lite
$0
per user
Basic
$14
per user
Advanced
$25
per user
Premium
$55
per user
Offerings
Pricing Offerings
LiveChat
Zendesk Chat
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
Optional
Additional Details
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The pricing above is price per user per month. You will get a discount when you opt for annual payment.
We needed a mechanism in place to make contact with visitors to our website easier. What we discovered is that it's an excellent tool for creating reports and dashboards that show how soon issues are handled. Our website can now be updated in real-time, and all of our internal teams are really excited to use this fantastic technology. I really recommend [LiveChat] to many friends and past colleagues.
[Zendesk Chat (formerly Zopim) is well suited for] any business with online services that want to improve their direct communication with their customers. But please make sure this is just a tool for communication with the customer, the team behind this chat is much more important.
LiveChat has an easy to navigate UI. Most of the tabs you need are on the left and self explanatory.
If the team itself has any issues with the software, there is a small help tab on the bottom right for immediate tech support. Not sure if it is 24/7 but quick response.
There is also a "Reports" tab that makes it easy for the management department to keep track of tickets answered and task to assign.
Price point is a little on the high side, making it difficult for some small businesses to justify.
When monitoring chats from a manager standpoint, there seems to be an inherent delay; it does not appear to be instantaneous.
Very minor, but the chat widget sound options can be annoying, and wish there were more available options in order to allow employees to differentiate their own sessions if their desks are near one another.
Zendesk/Zoopim is right around an entire Live visit programming .There isn't an approach to compel the client to answer certain inquiries preceding entering the talk. The talk transcripts some of the time take long to appear in the visit history .
Exhausting outline for the talk message box
No work area warnings
Warning sound just played once. Since we are not at the front counter constantly, it would make our work more troublesome since we expected to continue checking the site.
No portable application
In the event that we shut program window we would be promptly disconnected.
Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.
As mentioned previously, it's a clunky product that lacks user-friendliness. It feels old and behind the times compared to other products we have used. The inability to have a wrap-up time before a new chat comes in is also a big issue for our team.
The only issues I have had with LiveChat are the technical glitches within the program. These are not common as in everyday occurrences but when the glitches do happen they tend to have very negative repercussions. This is due to chats with customers being dropped, this may be an internal server issue though and may not happen for everyone.
Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.
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.
In one of my previous organizations, our client migrated the support tool from Zendesk Chat to Helpshift. I felt Zendesk Chat was a more user-friendly support tool than Helpshift. Zendesk Chat is so beginner friendly, whereas the other tools were so confusing compared to Zendesk Cha.
As I mentioned before, LiveChat can be used to evaluate the quality of the service provided by your employees.
LiveChat can ease the work done by your Customer Care team. In addition, it is very easy and fast to learn how to work with LiveChat, so you would need less time to train your new customer care specialists.
You can have much better customer care service and your clients will be much more satisfied.
Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction.
Negative impact - Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting.
Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs.
