User review
of LiveChat
Perfect companion for my company.
-
by Chamakhe Maurieni
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Acceptable
4out of 7
OVERALL IMPRESSION amazing
5out of 5
EASE OF USE amazing
5out of 5
CUSTOMER SUPPORT amazing
5out of 5
PROS & CONS
What are the best aspects of this product?
Awesome customer service ; They were always on hand to guide us everytime we encountered a problem.
Good User interface ; So many a time I have encountered programs with fantastic features but poor user interfaces which makes it extremely difficult to navigate or explore these programs.Livechat got it right on this one ; it is probably amongst the top three easy to navigate program I have used in the last two years.
What aspects are problematic or could work better?
Enterprise pricing at $149 monthly billed per year is overly priced and should be a bit cheaper.
What features/services would you like to see in future versions of this product?
Voice and video call feature.
What specific problems in your company were solved by this product?
Livechat led to an increase in the number of completed chats between our helpdesk agents and our customers .Also our website churn rate was practically halved when we switched to Livechat.
Are you a current user of this product?
No
USER DETAILS
What is your role with this product?
- I manage other people who use it
How long have you been using this product?
Less than 1 year
COMPANY DETAILS
What is your company size?
11-50 Employees
What is your industry?
Computer Software
USAGE & IMPLEMENTATION
Did your company use a different software before this one?
Yes
What software did you use before?
Purechat
Why did you decide to change it?
Purechat was poor at the time we used it and we had issues with how fast our helpdesk agents got notification of an incoming chat.At times it took a minute to get a notification and by which time ; the customer sometimes had gone offline.
Are you satisfied with the change?
Yes,very satisfied.
How did your company implement this product?
in the cloud
How long did it take to set up this product?
less than 1 hour
How many people in your company actively use this product?
several employees
What is the primary use of this product in your company?
mostly B2C
PRICING & COSTS
What was the cost of implementing this product?
$149 monthly billed annually.
What is your total annual cost for using this product?
$1700
How long is your contract with the vendor?
Less than 1 year
FEATURE DETAILS
Setup
Quick Installation amazing
5
Unlimited Websites amazing
5
Simple Offline Forms amazing
5
Flexible Assignment Rules ok
3
Agent Training very good
4
Multiple Admins ok
3
Smart Integrations
Social Media Integrations ok
3
CRM Integrations ok
3
Help Desk Integrations very good
4
Advanced Chat Features
Comprehensive Visitor Information amazing
5
Social Discovery ok
3
Easy Chat Transfers amazing
5
Shortcut Messages amazing
5
Sneak Peek amazing
5
Concurrent Chats amazing
5
Knowledge Database Integration amazing
5
Multiple Widgets ok
3
Agent Tag Routing amazing
5
Agent Priority Tiers ok
3
Premium Chat Functionalities
Proactive Chat very good
4
File Exchange very good
4
Team Chat amazing
5
Post-Chat Surveys amazing
5
Customization
Custom Pop-Up amazing
5
Pre-Chat Form amazing
5
Agent Photos amazing
5
White Label ok
3
Mobile
Mobile-Optimized Visitor Chat amazing
5
Push Notifications amazing
5
