LiveChat Reviews: 4.5/5 — Highly Rated

Able to contact anyone at any time. Love the clarity of calls. Use for my android as well

The program so far is great no concerns of dislikes

Being able to work from home and see actual screen information to help individuals out

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

We used it for training a whole lot. For nesting we would have potentially 1 mentor to 5 students and it was so valuable

I cant say I had any draw backs using the system. All of my experiences were aleays possitive. It helped us on a lot of busy times so customers wouldnt even know we were reaching out for help

When you are on the phone customers are so much less patient than the chat. It takes a lot of stress off of the awkward silences

I like that I am able to keep in contact with all of my colleagues and chat really quick whether it be a question or suggestion or group project.

I think maybe the connection itself could be a little faster.

It has helped me improve my own work just with networking with my team with a common goal.

It is the ideal solution to provide an optimized customer service. LiveChat improves communication since the client can easily access the chat window and make inquiries to support agents. Its main panel is easy to use, it provides basic analytics that show the customer's experience broken down into different metrics. -Time of chat duration, number of resolved cases or the customer experience with the support team-. It is integrated with social networks, which improves the customer experience. Also, allows customization of graphic elements such as logo chat company and agent profiles -.

LiveChat provides an adequate solution to our needs. We have no complaints about the software, it works quite well. Although I could suggest adding more integrations of traffic analysis tools.

It is a tool that helps us get closer to the client. The chat allows us to communicate assertively and provide customized solutions. It is an optimal solution for our company.

We are using LiveChat for more than a year and we are really happy as the customer base of our product began to grow as we implemented LiveChat on our website. It really helps to maintain a strong communication with our customer base and to help them chat about queries in real time. In the mean time we are also using this great platform on our internal systems so that we can help our system developers sort their issues and continue working in real time.

The online validation of the site to check if the code is implemented on the website takes al long time to load and to see on the live website. We request to fix this issue fast !

Our website can now be real time user friendly and all our internal teams are really happy adopting this great tool !

It is very easy to use and very easy to start out with. You can slowly dive in further with the option for preset chat responses and queued responses.

The app itself is a little clutter some, it can definitely be streamlined.

It alleviated quite a bit of calls, taking up less time and being able to help people more accurately.

The interaction is wonderful.it definitely serves its purpose.

Nothing...it’s a great product.i would suggest it.

Education

We use LiveChat Inc on our current website and we're planning on putting it on our sister site as well! Our clients love the convenience of talking to us while they're browsing to answer any questions they may have. The statistics logging is a great bonus as well. We've learned quite a bit from the bread crumb logs that the service provides to see where our clients go before reaching their order.

The UI is a bit cumbersome but overall once you're use to it, everything is relatively easy to find.

We eliminated quite a bit of quick calls and freed up some time with our reps not having to answer the phones.

Easy to communicate with people instantly.

Someone’s communication or signal ends before I wanted to. Occasional long response time

Gives sonsjmers access to live support.

RESPONSE IS QUICK AND VERY INFORMATIVE AND IF REP NOT ABLE TO ANSWER DIRECTED TO CORRECT DEPARTMENT

DISLIKE THE SLOWNESS OF RESPONSE. SOME TIMES FEEL AS IF I HAVE BEEN DISCONNECTED OR NOT PAID ATTENTION TO QUESTION

FROM A BUSINESS STAND POINT ABLE TO DIRECT AND SHARE WITH EMPLOYEES/CO-WORKERS NEW INSIGHT

Easy to use and easy to learn or teach new people.

I have not yet run into anything that I do not like.

The ease of access we all have to it is great.

Can talk to someone faster than email. Quick response time.

Sometimes it can be slow or loose connection. Can’t save chat or continue with different person.

Quick response for time sensitive issues.

I like that it is an online customer service software with live support, help desk software, and web analytics capabilities.

Some folks say they cant always get through to me. Not sure if it is a user error on their part.

People can message instantly with issues from their desk or home, rather then having to come see me

Easy to use and chat with customers regarding their inquiries.

Everything is pretty good with this LiveChat product

customers regarding their inquiries.

Gave me the chance for a good first impression. Definitely better management of customer support and multitasking issues using Real-Time Communication. All these helped led to deeper relationships and stronger impact with customers.

Pretty much as with being put on hold during a phone call for an indefinite period, online consumers hate being left waiting and wondering how long it would take to get their request addressed. Long wait time is reported as one of the main reasons why customers decide not to come back, actually. Also not as cost effective.

Customer expectations have been evolving rapidly, and one of the most essential features they expect today from their online experience is immediate service. If there’s a channel that provides an instant answer and quick solution, they willingly opt in to it in order to save time and skip waiting.

Its convenient to use! For me and customers.

Sometimes it's a little laggy but besides that it's been perfect

With livechat I can discuss with clients about helping with any of their needs or concerns.

This feature allows the customer instant access to you with live chat. You can give immediate assistance to your customer and provide satisfied solutions.

Sometimes customers have to wait longer than desired to read a live chat agent

Resolving issues with our customers immediately and providing superior customer service.

Love the features, and great administration tools that are included with this program. Administration ability is important to our company, the ability to easily monitor our support agents with LiveChat is great!

PRICE. The price of this service is very expensive for a small business that is almost a non-profit company.

We are able to to help our listeners get questions and concerns asked in seconds instead of hours going through emails and etc!

what I like is that is easy to use, it pops up everytime you receive a message. The canned responses for much easier way to chat especially when you have multiple chats.

None so far, the fact that's its easy to use and a very helpful tool

Were using LiveChat to assist our customer and it is a very helpful tool when it comes to providing good customer service

Love the features of live-chat that are all under the hood and buried in the settings. Can customize auto replies as well as make custom greetings to every customer.

Many of the great features of live chat are buried under layers of different tiers of membership which wasn't always the case.

Customer service in an easy environment that is always available, much easier than dealing with customers via tickets/ phone calls.

I liked the ease of access and the way it was easy to communicate with others.

I didn’t like the updates that wouldn’t allow me to log on occasionally.

It’s so much easier to talk to people wanting to know more.

Whisper mode and continuing chats with previous visitors are the best tools. The round robin setup our team uses is a bit annoying, but LiveChat allows for a hierarchy of who gets chats first.

Some UI tools a bit fussy. Switching between chats and transferring chats takes a bit of getting used to.

Live chat tool on our platform.

I like the color-coded view of my open chats: green for current, red for waiting on response and grey for inactive or closed. I find it helpful that LiveChat lets any operator create "canned responses" this makes it efficient and easy to deliver a consistent message. We use the desktop app, the push notifications make it easy to see when chats come in. I also like that we can see how many users are currently browsing our site

I like the simple traditional interface. Recently there was an update that added more information to the dashboard that I really don't use, like location data. There is the option to switch back to the traditional interface.

My team accepts live chats. We can transfer chats between operators, we can set chats to auto assign. This has all the features that we need

I like that LiveChat is user friendly and easy to get around. It makes my job so much easier than what we had before.

I really don;t dislike anthing, it's great.

Easier to talk with people, makes for better relationships with others

- Fácil operación y uso. - Consola de operadores en AJAX. - Soporte de múltiples operadores simultáneos. - Soporte de múltiples conversaciones simultáneas. - Envio de direcciones (URLs) al navegador del usuario. - Respuestas y texto de bienvenida automáticos. - Imagen personalizable del operador.

Personalmente dificultad al instalarlo e implementarlo en la web.

Sobretodo para resolver dudas de clientes y atención inmediata y personalizada.

LiveChat is the gold standard for customization, either by cloud or server. Our call center used the in-house server solution to launch credit union data processing member (end banking customer) support. We migrated to a solution on the cloud because it is the only complete solution to customized both prioritized routing and skill based routing, with multiple agents and skill sets. No other solution will allow you to effectively set skill levels, or use multiple locations with rollover or business after hours. It also does push chat as optional, on multiple channels, which avoids the ¨support request trap¨ for push vs pull chats on support pages. (You want push on sales pages, and pull on non-revenue support pages, like tech support or banking balances.)

Two general areas of concern: First, the technical support was outside the United States. I will disclose they even missed a meeting with our CEO after agreeing to it. The time change for engineering level support in mid-eastern Europe was challenging, but language barrier was never an issue. Engineers are thoughtful and proactive, but they seem to choose to ignore the requests that are either non-revenue/time consuming, or they consider out of scope but are in the contract as far as we can see. If the request was deemed trouble, I fear we were treated like the ¨office problem child.¨ The solution to this is to an internal IT willing and able to handle the support, coding and documentation, and only buy the cloud version if you want upgrades at all... The final challenge was pricing, since we were FORCED to migrate to cloud, almost held hostage, as they would not allow us the expansion products with an older site license (server). I recommend the company credit any prior server license purchase, dollar for dollar, migration upgrades. The missed CEO meeting was about discounting our migration, of course! We had to migrate to WebEx for pricing, and dismantle our hopes of the complexity needed. Caution: WebEx says they can do things, but they CAN´T, the sales people don´t understand the chat product with has push but is not nearly as complex as Live Chat.

In serving credit unions (client) and their members (banking end customers), we were hard pressed to find the scale ability, route ability and skill ability we need. We needed to provide three complete solutions to credit union on B2B: Complete outsource of chat, complete hosted chat solution, and chat as a backup (shared) based on business hours, skills or contact reason. This means host ability, scale ability skill ability and even skill levels, across many channels, topology and locations. Certain hours we needed to back some clients up. It would be a hot mess without the customization and scope of Live Chat core products. We also need three channels: Our in-house support/sales (as well as for our CUSO partners); Internet banking support; and, sales support for clients to members. The complexity grows as do the channels. We also needed a secure URL platform to disseminate logged in, verified online banking clients. In the end, credit union members wanted things that were not appropriate for chat, or for the channel they used, causing member frustration that could not be overcome.

Instant pop-ups on our website. We have had a number of great leads from Live Chat!!

It opens a case every time someone inquires on a specific properties!!

We have realized that the general public views properties at night more than during they day. This is great to have Live Chat because it catches new leads when we are out of the office.

LiveChat is a fantastic way for us to assist customers and drive sales!

An improvement within the software would be to allow real-time translation to communicate with multi-lingual customers

LiveChat is helping us to drive sales, reduce cart abandonment, and provide support in a quick and easy way!

It can be used offline. You can engage more effectively with customers.

Email management can be a little difficult.

Customers get a direct answer without a long lag time.