LiveChat Reviews and Ratings

Rating: 9.2 out of 10

Score

9.2 out of 10

Community insights

TrustRadius Insights for LiveChat are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Intuitive User Interface: Users find LiveChat's user interface to be intuitive and easy to navigate, making it simple for new users to understand how the program works. Many reviewers have expressed their appreciation for the simplicity and intuitiveness of LiveChat, which significantly reduces the time and resources required for training new employees.

Excellent Customer Support: Users highly praise the customer support provided by LiveChat. The support team is always on-hand to guide users in resolving any issues they encounter while using the program. Many reviewers have noted that LiveChat has one of the best user support teams they have encountered, with 24/7 online support and successful addressing of obstacles.

Helpful Support Materials: LiveChat provides users with a series of support materials, including short videos and articles, to guide them on different ways to maximize the benefits of the software. Reviewers appreciate receiving regular emails keeping them updated on newer ways to use LiveChat for great business effect. The availability of support materials and the proactive approach of the LiveChat team in providing guidance and tips is highly valued by many users.

Reviews

43 Reviews

Livechat - great tool for frontline reps and the admin setting it up

Rating: 8 out of 10

Incentivized

December 19, 2023

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

Likelihood to Recommend

Pretty good with supervisor level access. Wherein a manager / lead can assist a new rep by supervising his chat.

The chat routing rules a pretty easy to use.

Joshua Alhat

Operations Manager, Sales in Sales at QP (201-500 employees)

Vetted Review

4 years of experience

the best true livechat on market

Rating: 10 out of 10

Incentivized

November 8, 2021

Use Cases and Deployment Scope

This is currently being used by our whole company to support different products and problems. The product is specially useful to resolve quick and urgent problems as users prefer to chat rather than opening a ticket and waiting for an answer many hours later which is usually how tickets are handled in most companies.

Pros

fast
efficient
multitasking

Cons

Likelihood to Recommend

LiveChat is well suited for many cases across our products, for example when users are desperate to get help or urgently need to know something, it is much more efficient to open a request via LiveChat since the question will be easily answered in less than 5 minutes instead of creating ticket backlog that would take longer, its perfect suited for all companies that must help their customers to be honest.

Renan P

Technical Support Engineer in Customer Service at Plesk (201-500 employees)

Vetted Review

3 years of experience

Using LiveChat, our Customer Service department is able to operate more efficiently.

Rating: 9 out of 10

Incentivized

June 1, 2021

Use Cases and Deployment Scope

Our organization support staff was able to answer consumer questions within a few minutes, which left a deep impression on me. It includes many cool features that can help us provide better services to consumers. The link to our Facebook fan page is at the top of this feature list, allowing visitors to our page to chat with help agents in real-time without having to visit our website. At the same time, we use this excellent platform on our internal systems to help our system developers solve difficulties and continue to work in real-time. It includes everything we need and expect from an online chat in the customer support department.

Pros

It's simple to set up, configure, and use LiveChat. It has made a significant difference in how we connect with prospects who are in the stages of the business process.
We enjoy how simple it is, how it allows us to manage support queries in many languages, how it handles tickets, and how it handles reports.
We also enjoy how inexpensive it is in comparison to other options we've tried in the past. A straightforward chat platform that can be simply implemented into one or more websites.

Cons

Since I've been using this software, it's been fantastic. I'd say this is an easy-to-follow approach that helps you create solid client connections.

Likelihood to Recommend

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.

Verified User

Team Lead in Marketing (51-200 employees)

Vetted Review

4 years of experience

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

Rating: 9 out of 10

Incentivized

May 19, 2021

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

Likelihood to Recommend

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.

Helen Kinnear

Client Success Team Manager in Customer Service at Houst (51-200 employees)

Vetted Review

1 year of experience

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LiveChat review

Rating: 9 out of 10

Incentivized

May 14, 2021

Use Cases and Deployment Scope

In our organization LiveChat is used primarily used by the customer support department. For each company who has hundred of thousand customers(like the bank that I am currently working) and a corresponding quantity of customer support specialists, it is hard to manage both the work of the agents and monitor the service provided to the customers. LiveChat is used to solve this problem.

Pros

It allows to mange full customer support process to see how many customer care specialists online.
If there are no customer care specialists in the system (this can occur primarily in the night shifts) LiveChat allows customer to get a ticket and ask a question. When the [actual] customer care specialists are back they can answer the question and send it to the email that was provided on ticket.
It allows to supervise the conversation between your specialists and the customer. For example, if there is a problematic situation or there is a new employee in the customer care department and you want to rate their writing skills you can enter and see their past chats and how they managed to answer questions that were given them by the customers.
It allows to transfer chats between agents. This can help you if the customer chose the wrong group for asking a question.
It gives an opportunity to write direct messages to your clients when they are online.
It allows customer care specialists to tag chats. This can help you to understand from which section customers have most questions and include them in the F.A.Q of your website.

Cons

It has a limited amount of agents, so when you have many customer care employees during one shift it is hard to manage the quantity of active agents.
When system is overloaded and many customers are waiting in a queue it starts to works slowly (sometimes the program even lags) and you need to refresh the system to write a message.
Occasionally when you open a new tab, you might lose your current conversation.

Likelihood to Recommend

I would highly recommend LiveChat. Despite small problems it is great for dealing with customer problems and making your customer support much better. I personally used it [for] three months as a intern in our bank's customer care division and and I mostly had great experience while using it. LiveChat would be especially well suited for large firms, who have a lot of customers. If you have a relatively small firm, I would personally recommend you to acquire a software that is more affordable.

Tigran Petrosyan

Risk Management Specialist in Finance and Accounting at ACBA-CREDIT AGRICOLE BANK (1001-5000 employees)

Vetted Review

1 year of experience

View profile

Really good. Really easy to use. Kind of pricey, but worth it!

Rating: 9 out of 10

Incentivized

April 26, 2021

Use Cases and Deployment Scope

We are using LiveChat across our entire organization as a way to consolidate customer requests and leads from all of our combined websites, social media accounts, and chat options into one, easy to use platform. It makes it much easier to respond promptly to clients and eliminates the need to have 4-5 different programs open.

Pros

Really simple, easy to use interface.
Excellent analytics and reporting setup.
Makes it very simple to transfer an existing chat session to a more appropriate individual or team.

Cons

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.

Likelihood to Recommend

After about a year of use, I cannot find any major downside to this program. It provides an easy, convenient way for customers to contact any member of our staff, consolidates all of the sessions in a daily report, gives reminders if questions have been unanswered, really, everything just works. As a multi-franchise auto dealer, we have six separate websites each with sections for sales, parts, accessories, service, and body shop, as well as myriad social media accounts, and the ability to just have one tool in order to control all these communications is invaluable and makes responding to questions far easier.

Mark DiNallo

Service Director at Morong Falmouth Audi Porsche VW Mazda (51-200 employees)

Vetted Review

1 year of experience

Best chat support for customers in realtime

Rating: 9 out of 10

Incentivized

April 26, 2021

Use Cases and Deployment Scope

It is being used by our customer support analysts. This software has really intensified the way we communicate with our clients. We are able to provide quick resolutions to our most important clients. The tickets and live chat feature really is a great tool and also acts as a time saver.

Pros

Real time chats.
Tickets.
Reliability.
Fast implementation.

Cons

Cannot change appearance of chats.
Price can be a bit high.
Unable to set auto replies.

Likelihood to Recommend

We have incorporated this software to our websites so that customers can reach out to us and we can solve their problems as quick as possible. It is a fast and reliable means of communication which has sometimes prevent customers to send an email or call us which is a great thing to save time.

Verified User

Analyst in Quality Assurance (501-1000 employees)

Vetted Review

3 years of experience

So far, the smoothest ride ever

Rating: 9 out of 10

Incentivized

April 24, 2021

Use Cases and Deployment Scope

We are currently using LiveChat to answer our players' questions from our Mobile Game Studio. Sometimes there are bugs that need to be addressed and with LiveChat, we can handle them pretty quickly. Our Social Media Department uses this software but anyone in the company can learn it quickly. Very easy to use.

Pros

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.

Cons

We had to hire someone to add it to our website because it requires code to be added.
They have a marketplace inside the app to purchase add-ons. Would be nice if they were included in the LiveChat package instead of having a subscription here and there.
Other than that, everything else is very convenient for our team.

Likelihood to Recommend

I would recommend LiveChat for the reasons mentioned before. It is very easy to use and even if you are not familiar with chat support software, It is even easier to learn. It has an easy, open UI with the main tabs on the left and customer support for your team if you should ever need it. We only needed it during set-up with the coding.

Ashia Ackov

Game Producer in Product Management at MMGD Studioz (1-10 employees)

Vetted Review

1 year of experience

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LiveChat Customer Care Review

Rating: 9 out of 10

Incentivized

April 24, 2021

Use Cases and Deployment Scope

Our Medical Device company is using LiveChat within our Customer Care Department to easily have conversations with our Customers regarding product questions, troubleshooting online issues, and providing updates to orders that are processing. It allows our customers to have accessibility to our Customer Care team without having to call or email us.

Pros

LiveChat can be easily customized for every business.
LiveChat allows a quick answer to FAQ's and online issues.
LiveChat has a mobile app [that] is really helpful when you're away from the office.

Cons

Reporting can be improved.
Customer[s] should be able to upload images.

Likelihood to Recommend

LiveChat is great with allowing the customer to ask a quick question and allow quick Customer Care interactions which [alleviate] the customer having to call or email the team. However if a customer is contacting us regarding receiving damaged product and such, it will not allow the customer to attach an image which is not convenient for the customer or our company.

Cristina Gonzales

Senior Manager Customer Care in Customer Service at The HydraFacial Company (201-500 employees)

Vetted Review

View profile

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

Rating: 7 out of 10

Incentivized

April 23, 2021

Use Cases and Deployment Scope

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.

Pros

Easy to train staff on.
A real-time method of communication.
User friendly for client usage.

Cons

Better user experience on mobile devices.
Better integration within Salesforce. Can take some time to update.

Likelihood to Recommend

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.

Verified User

Account Manager in Customer Service (51-200 employees)

Vetted Review

1 year of experience

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Reviews and Ratings

LiveChat review

Rating: 9 out of 10

Incentivized

May 14, 2021

Use Cases and Deployment Scope

Pros

It allows to mange full customer support process to see how many customer care specialists online.
If there are no customer care specialists in the system (this can occur primarily in the night shifts) LiveChat allows customer to get a ticket and ask a question. When the [actual] customer care specialists are back they can answer the question and send it to the email that was provided on ticket.
It allows to supervise the conversation between your specialists and the customer. For example, if there is a problematic situation or there is a new employee in the customer care department and you want to rate their writing skills you can enter and see their past chats and how they managed to answer questions that were given them by the customers.
It allows to transfer chats between agents. This can help you if the customer chose the wrong group for asking a question.
It gives an opportunity to write direct messages to your clients when they are online.
It allows customer care specialists to tag chats. This can help you to understand from which section customers have most questions and include them in the F.A.Q of your website.

Cons

It has a limited amount of agents, so when you have many customer care employees during one shift it is hard to manage the quantity of active agents.
When system is overloaded and many customers are waiting in a queue it starts to works slowly (sometimes the program even lags) and you need to refresh the system to write a message.
Occasionally when you open a new tab, you might lose your current conversation.

Likelihood to Recommend

Tigran Petrosyan

Risk Management Specialist in Finance and Accounting at ACBA-CREDIT AGRICOLE BANK (1001-5000 employees)

Vetted Review

1 year of experience

View profile