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LiveChat REVIEW

Live Chat Software

9 user reviews
USER SATISFACTION 96%
OUR SCORE 9.0

What is LiveChat?

LiveChat is a chat and help desk application intended for your support and service teams. It comes with tools that you can use for your online sales and marketing, web analytics, and live customer care or support requirements. The platform enables you and your team to talk with clients and potential customers directly on your websites and in real time.

There are three main components of LiveChat – a web-based chat window, web-based control panel, and operator application. The operator application has cross-platform capabilities that allow logging in and chatting with visitors via desktop and mobile devices.

LiveChat offers a wide range of features and capabilities, and probably the most number of tools among the live chat solutions that we have reviewed. You get value for your money with tools and functions that include not only chat but also ticketing, customer engagement, third party integration, file sharing, work scheduling, advanced reporting, multiple branding, data security, geo-tagging, co-browsing, chat surveys, and more.

In addition, it provides real-time website traffic monitoring, dashboards and statistics, efficiency analysis, and custom/standard or interactive reports. Aside from English, it is also available in several major languages including Dutch, French, German, Italian, Polish, Portuguese, Spanish, Russian, Chinese, and Thai.

For more than a decade now, LiveChat has grown to become of the most outstanding enterprise chat solutions relied upon by major global brands such as Tesla, Ikea, PayPal, and McDonalds, among others. It works and integrates with dozens of other applications and platforms, extending the software’s functionality to include ecommerce, sales, CRM, email marketing, content management, accounting, and analytics, to name some.

Overview of LiveChat Benefits

Intensive customization

With LiveChat, you get a full suite of customization options including two chat window types (pop-up or embedded), six pre-made themes for minimized or maximized chat window, custom chat window logo, and customizable chat buttons. It also has its own custom CSS editor that gives you even greater flexibility and control such as easily changing any part of the chat window, both in terms of looks as well as behavior. You can also add your own social media buttons so your customers can reach your fan page straight from chat, and even personalize agent profiles not only with names and titles but also with real photos to get the best results. Further, you get to use engagement graphics – eye-catching visuals and custom greetings and buttons – to enable an even more compelling experience for customers.

Integrated ticketing system

While other similar systems offer only basic live chat with a few extras, Live Chat provides full help desk functionality with its ticketing system built into the platform. For this alone, you gain a substantial edge over your competitors, allowing you to quickly resolve customer issues. It does the heavy lifting, which email and phone cannot handle, and lets you get rid of long queues while engaging customers with your quick answers. Its ticket management capability allows to source tickets from chat and emails, tag tickets, and undertake automated follow-ups.

Real-time traffic monitoring

With LiveChat, you can also easily track your visitors in real time. You can check whether they are using shopping cart, or abandoning an order—and invite them to chat in case they do. Your helpdesk team agent can talk to more people in less time compared with a phone agent. The software can quickly generate reports for each of your helpdesk team agent, analyzing their number of chats, time spent with a customer, or chat invitations. You get to measure the speed of your team’s responses and evaluate how to improve the service.

Team management

LiveChat offers a wide range of chat and ticket reports that can be used to spot areas which can be optimized and improved. It is possible to measure chat duration, first response times, and queued visitors. These reports, along with staffing prediction, can help you adjust the number of agents to cover all chats. Customers can also see the number of chats, achieved goals, and customer satisfaction levels. Having complete visibility over your chat history and performance metrics enable you to fine tune your workflows and operation to be even more responsive to your customer’s needs.

Built for ecommerce and customer support

Efficiency is the name of the game for LiveChat. As such, it is an ideal online chat software tool for e-commerce sales and support providing you not only an efficient and dependable communications platform with your customers, but also goals and sales tracker. Embedding a few lines of code on your websites and you’re good to go, allowing a real-time tool to engage and interact with your visitors or customers, and measuring the results of those engagement. With support for over 30 languages, compatibility with all browsers, and having native iOS and Android apps, you get anywhere, anytime global access and operation for your online business.

Overview of LiveChat Features

Agent application
  • Supervise chats
  • Request and manage a customer’s desktop using Remote Desktop functionality
  • Proactively engage your customers to chat
  • Whisper to other helpdesk team agents and help with sales process
  • Browse chat history with a particular customer
  • Transfer customers to another agent
  • Organize conferences and invite available agents to chat
  • Get notifications about chats and conferences
  • See customers’ details, including page and geolocalization
  • Talk with unlimited customers in real time at the same time
  • Enable customers queue and begin chats with specific clients
  • Spell check in real-time using suggestions and custom dictionaries support
Customer web application
  • Chat with your desktop browser or even a mobile device
  • Know when a team agent replies
  • Get a callback from an agent
  • Print the web chat log
  • Send the web chat log to e-mail address
  • Save the web chat log to local drive
  • Assess a team agent’s service and fill the Post-chat Survey
  • Be notified when an agent replies
Website monitoring
  • Monitor visitors in real-time
  • See visitors’ status:
  • Analyze referrers: web pages where your customers came from
  • Monitor keywords visitors entered in the search engines
  • Monitor users’ visit history
  • Check customer’s browser, language, among others
  • Check notifications about new visitors
  • Install monitoring code
Customization
  • Choose from the Chat Window templates
  • Brand chat window with company logo
  • Access to custom color themes generator
  • Upload customized Chat Buttons, Standard Invitations and Personal Invitations graphics
  • Customize Pre-chat Surveys, Post-chat Surveys and Offline Message forms
  • Share common Canned Responses, URL Addresses and Aliases
  • Integrate the LiveChat software with your existing CRM system
Statistics & Analytics
  • Pre-Chat and Post-Chat Surveys
  • Agents’ availability
  • Average Talk Time, Invites and Chats Traffic Density
  • Average Speed of Answer, Average Queue Waiting time
  • Google Analytics integration

What Problems Will LiveChat Solve?

Problem: Slow response 

Jane wants to purchase new shoes but she would like to know what is shop’s return policy. She wants an answer to her question as soon as possible but she doesn’t like making calls. Luckily, she can start a chat with a live chat agent. Jane types in her question unaware that Dave can already see what she is writing. As her question is quite a common one, Dave enters a previously saved message, so he doesn’t need to write it over. Jane sends her message and within a second she gets a link to the return policy and a full explanation of steps she should take. She finishes the chat and rates it as good.

Features: live chat, message sneak-peek, canned responses, agent rating

Problem: Customers left on their own to wonder

Thanks to LiveChat software, customer service agent, Dave, checks customers’ activity on the website. He notices that John Parker spends some time on a particular product page and decides to approach him to offer some help. It turns out that John was unsure whether shoes were waterproof or not. Dave informs John that these shoes are indeed waterproof, so John decides to make a purchase. John leaves a positive feedback about company’s customer service.

Features: visitors tracking, post-chat survey, personal greetings

Problem: Dealing with multiple chats

Dave chats with Samantha and Kevin when he gets a chat from Jane. He sees in the history that she was asking for a return policy. As he expects – she wants to return her shoes. As it is Simon who deals with returns, Dave transfers Jane to Simon. Dave also tags the chat as “return”.

Features: chat history, transfer, tags

LiveChat Position In Our Categories

Position of LiveChat in our main categories:

20

LiveChat is one of the top 20 Customer Support Software products

20

LiveChat is one of the 20
Customer Support Software products


LiveChat is also listed in the following subcategories:

Category:Position:Category:Position:
Live Chat Software#3
Category:Position:
Live Chat Software#3

There are trendy and widely used applications in each software category. But are they necessarily the best fit for your organization’s specific requirements? A market-leading software solution may have thousands of users, but does it offer what you need? For this reason, do not blindly invest in popular systems. Read at least a few LiveChat reviews and mull over the factors that you desire in the software such as the fees, main features, available integrations etc. Then, shortlist a few apps that fit your requirements. Try out the free trials of these platforms, read online reviews, get clarifications from the vendor, and do your homework systematically. This profound groundwork is certain to assist you choose the finest software platform for your organization’s specific needs.

How Much Does LiveChat Cost?

LiveChat Pricing Plans:

LiveChat offers the following SMB and enterprise pricing packages for users to choose from.  A 30-day free trial is also available.  Give the details a look, and select the best plan for your business. 

Starter Plan: $16 per seat/month billed annually (or $19 billed monthly) Ideal for small office/home office

  • 60-day chat history
  • Unlimited agent accounts
  • Basic chat customization
  • Ticketing system
  • Data security

Team Plan: $33 per seat/month billed annually (or $39 billed monthly) Ideal for full-time support team

  • Unlimited chat history
  • Unlimited agent accounts
  • Full chat customization
  • Ticketing system
  • Data security
  • Basic reporting
  • Agent groups
  • Multiple brandings

Business Plan: $50 per seat/month billed annually (or $59 billed monthly) Ideal for customer service department

  • Unlimited chat history
  • Unlimited agent accounts
  • Full chat customization
  • Ticketing system
  • Data security
  • Advanced reporting
  • Agent groups
  • Multiple brandings
  • Staffing prediction
  • Work scheduler

Enterprise Plan: $149 per seat/month billed only annually Ideal for Fortune 500 companies

  • Unlimited chat history
  • Unlimited agent accounts
  • Full chat customization
  • Ticketing system
  • Data security
  • Advanced reporting
  • Agent groups
  • Multiple brandings
  • Staffing prediction
  • Work scheduler
  • Dedicated acc. manager
  • Product training
  • Software engineer support
  • Security assistance
  • Single Sign-On (SSO)

User Satisfaction

We realize that when you make a decision to buy Live Chat Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and LiveChat reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with LiveChat. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

238

NEGATIVE SOCIAL MENTIONS

9

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Technical details

Devices Supported
  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • English
  • Chinese
  • German
  • Japanese
  • Spanish
  • French
  • Russian
  • Italian
  • Dutch
  • Portugese
  • Polish
  • Turkish
  • Swedish
Pricing Model
  • Monthly payment
  • Annual Subscription
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers
Deployment
  • Cloud Hosted
  • Open API

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

What are LiveChat pricing details?

LiveChat Pricing Plans:

LiveChat offers the following SMB and enterprise pricing packages for users to choose from.  A 30-day free trial is also available.  Give the details a look, and select the best plan for your business. 

Starter Plan: $16 per seat/month billed annually (or $19 billed monthly) Ideal for small office/home office

  • 60-day chat history
  • Unlimited agent accounts
  • Basic chat customization
  • Ticketing system
  • Data security

Team Plan: $33 per seat/month billed annually (or $39 billed monthly) Ideal for full-time support team

  • Unlimited chat history
  • Unlimited agent accounts
  • Full chat customization
  • Ticketing system
  • Data security
  • Basic reporting
  • Agent groups
  • Multiple brandings

Business Plan: $50 per seat/month billed annually (or $59 billed monthly) Ideal for customer service department

  • Unlimited chat history
  • Unlimited agent accounts
  • Full chat customization
  • Ticketing system
  • Data security
  • Advanced reporting
  • Agent groups
  • Multiple brandings
  • Staffing prediction
  • Work scheduler

Enterprise Plan: $149 per seat/month billed only annually Ideal for Fortune 500 companies

  • Unlimited chat history
  • Unlimited agent accounts
  • Full chat customization
  • Ticketing system
  • Data security
  • Advanced reporting
  • Agent groups
  • Multiple brandings
  • Staffing prediction
  • Work scheduler
  • Dedicated acc. manager
  • Product training
  • Software engineer support
  • Security assistance
  • Single Sign-On (SSO)

What integrations are available for LiveChat?

It is possible to connect your favorite tools to LiveChat using integrations. This opens up a ton of new possibilities. For example, you can save leads in your Salesforce directly from chat or get more newsletter subscribers for your MailChimp mailing lists from the pre-chat survey. Some integrations allow the use of certain tools or services straight from the LiveChat app.

They are categorized in various types:
  1. live chat – analytics integrations (Google Analytics, Woopra, Mixpanel, Kissmetrics,  Google Tag Manager, Cx Moments) WhatConverts, PlayVox, Segment, Stratifyd, Trigerbee)
  2. live chat – chatbots integrations (BotEngine)
  3. live chat – CMS integrations (WordPress, Weebly, WHMCS, Squarespace, 1&1, GoDaddy Go Central, Tumblr, Adobe Business Catalyst, Drupal, Webflow, Elevio, HelpMonks, Unbounce, Instapage, Leadpages, Wishpond, Jimdo, Joomla!, Landingi)
  4. live chat – contact management integrations (FullContact, TalkDesk)
  5. live chat – CRM integrations (Salesforce, HubSpot, Infusionsoft, SugarCRM, Highrise, Pipedrive, Nutshell, 1CRM, AmoCRM, Gold-Vision, Iris CRM, Leadsquared)
  6. live chat – desktop sharing integrations (join.me, TeamViewer, Median, Upscope)
  7. live chat – e-commerce integrations (WooCommerce, Wix, Shopify, Volusion, BigCommerce, Ecwid, Magento 1, Magento 2, 3dCart, Big Cartel, PrestaShop, CommerceV3, CoreCommerce, CS-Cart, SITE123, AmeriCommerce, Easy Digital Downloads, ekmPowershop, Google Adwords, LemonStand, Shoplo, WebSiteX5, Miva, Ordering, OpenCart, osCommerce, OSI Affiliate Software, PinnacleCart, Zen Cart, X-Cart)
  8. live chat – email marketing integrations (Mailchimp, ActiveCampaign, CampaignMonitor, GetResponse, iContact, ConstantContact, Autopilot)
  9. live chat – file sharing integrations (Dropbox)
  10. live chat – help desk integrations (KnowledgeBase.ai, Zendesk, Freshdesk, Jira Service Desk, ProProfs)
  11. live chat – invoicing integrations (Pagato, Freshbooks)
  12. live chat – social media integrations (Facebook, Google+, Twitter)
  13. live chat – messaging platforms (Facebook Messenger, Twilio SMS)

User reviews


User reviews in total: 9

7
2
0
0
0

Average Rating:

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The most favorable review

James

4 months ago


Pros: With LiveChat we are able to provide instant response to our client’s needs, issue or question. As soon as they click on the chat window our team is ready to assist them. In addition, its integrations help us to improve our workflow and progress so we can receive positive feedback from our customers.

Cons: We have some difficulties with the new look, they could make us choose between the old and new style.

The least favorable review

Anonymous Reviewer

2 months ago


Pros: We use LiveChat to quickly and efficiently manage complaints, queries, reviews and expectations of our clients. With LiveChat, we can easily monitor the needs and interests of our customers. It has also been useful in terms of analyzing the effect of our marketing campaigns. Providing answers in real time in the place where customers sent emails or questions or comments on social networks has almost become an obligation.

Cons: The risks of live chat are clearly of trust among those who participate in it. that is, there is a risk of identity theft, there may be a filtering of information if not clear policies regarding the client.

Anonymous Reviewer
Report a concern

Published 2 months ago
We use LiveChat to quickly and efficiently manage complaints, queries, reviews and expectations of our clients. With LiveChat, we can easily monitor the needs and...



What do you think about this review? Great Poor
Published 4 months ago
Verified
user
With LiveChat we are able to provide instant response to our client’s needs, issue or question. As soon as they click on the chat window our team is ready to assist...



What do you think about this review? Great Poor
Published 4 months ago
Verified
user
LiveChat allows us to add personal touch within the interaction with our customers. They are satisfied by the service that we provide because the tool doesn’t require...



What do you think about this review? Great Poor
Published 5 months ago
Verified
user
LiveChat has great interface and you can even use it on Mac and Windows operation system. You can set specific time whenever the chat goes offline. You can easily sign-up...



What do you think about this review? Great Poor
Published 6 months ago
Verified
user
I like that this tool lets me to keep in touch with my customers. This is robust software that helps you to build better conenction with your customers. I personally like...



What do you think about this review? Great Poor
Published 6 months ago
Verified
user
LiveChat helps us to improve our workflow and to respond to our customers in a timely manner. We are able to respond to their requirements and answer their questions....



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
LiveChat is user-friendly tool that provides us with elements to better enagage our website visitors and our clients. It provides us with features that help us to track...



What do you think about this review? Great Poor
Published 8 months ago
Verified
user
I like that this software allows me to chat with my customers and this means that I can help them and answer their questions in real-time. It provides me with detailed...



What do you think about this review? Great Poor
Chamakhe Maurieni
Report a concern

Published 9 months ago
Awesome customer service ; They were always on hand to guide us everytime we encountered a problem.




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