LiveChat Reviews: 4.5/5 — Highly Rated

Ease of use for customer service agent. The service's ease allows you to focus directly on the customer and not really with you as the agent fussing on your end.

Sometimes there would be a lag in time, causing minor communication issues with a live customer interaction.

Offering customers another avenue for communicating their issues, commendations, questions, etc.

I like that when I have it issues or computer issues I can just log into live chat and have someone help me with my computer when I have trouble

I dislike that sometimes when you using live chat it cuts off or you need to actually have somebody come down from it and help you with the computer instead of doing it over the chat

Problems resolved with live chat is login issues if you need to password reset or you forget your password live chat it can reset the password for you so that you can get ready to do your work without having to wait for someone to come and fix the computer for you

I love that this cuts down the number of inquiries through email.

I dislike that I cannot disconnect the notification setting for my email, so I get double notifications

My organization has cut down the number of inquiries through emails. We used to receive a number of inquiries about our program that could be answered in one word. With LiveChat, we are able to answer these questions directly, without having our emails full of useless emails.

I like that LiveChat is simple to use and does not confuse customers with unneeded features. The option for customers to send themselves chat transcripts after their conversation with a CS agent is particularly helpful!

Customers sometimes had trouble uploading files (such as images of damaged products) in LiveChat - it could be made more obvious how to upload files.

Livechat was one of the 3 main interaction options our customers use to reach out about questions, concerns, problems, or account issues. It is super quick and easy for them, particularly in a company who's main customer base is the tech-saavy under-30 cohort. Our young customers who live on their smartphones LOVE this option!

Easy to set up and incorporate with site. Templates are very helpful. Simple and not complicated.

The interface is very robotic looking and not very warm/welcoming.

Customer service support

Live chat was great when we had it in our office, fast and efficient

nothing in particular since i did not have any issues

it saved us time

Livechat is functional, it allows me to communicate with customers, I really like being able to see what they're typing as they're typing it, that's pretty awesome!

Livechat doesn't allow me to track chat volume conveniently, I'd love the ability to pull up more dynamic and in-depth reports on chat volume across multiple queues, contrast agents handling the volume, compare two time frames, etc

LIvechat allows my company to effectively serve a chat population, which is fantastic! Offering service over chat as well as phones really helps our company to provide world-class support.

I liked using the programmable canned responses.

The program was slow at times, running and loading. The interface was very plain and lacked any bright colors. You also should put in snake or tetris for me to play with while I am working as I normally was in the mood to blow my brains out.

We used livechat to free up phone line space, was able to get a third of our customers connected through LiveChat instead of the phone. Most of the time no phone call was required and chat was only method of communication.

At my job, we use Live Chat to contact leads for assistance on support calls because many of us, like me, work remotely. Sometimes, the timing of the queue gets frustrating because we're waiting on leads to help us with callers who are waiting on us. But I like the software. The form allows us to input all pertinent information for the lead to see when they accept the chat, so they can hit the ground running with an answer.

There's nothing I really dislike that's software related.

It allows those of us to work remotely to get help from on-site leads or remote leads and it facilitates many people in many locations doing the same work to work together.

I like how easy it is for customers to use and attach files.

I wish there was an integration with our email system.

Being able to instantly talk to customers and solve their issues is great.

I do love the ability to "speak" directly with our clients. To provide the next level of customer support needed to assist them with resolutions. I like being able to send screen shots and content immediately.

At times it has not been reliable with regard to our own accessibility.

As mentioned, having instant accessibility to options for resolution for our clients.

Very simple and easy for new agent to do thier jobs

no automatically assigned for tickets to agents

Supply

Allows us to reach leads instantly and help them in their college search.

Nothing significant to complain about, it could certainly be cheaper though.

It allow sus to instantly connect to leads and provide them with more information about our partner schools.

I like the ability to see what the user is typing so that I'm able to respond promptly.

There's been a handful of times where the connection has gone done.

We provide live software support and having the chat available 24/7 has been a great success for our business.

The fact that information flow is very quickly.

People oftenask the most ridiculous questions. Additionally, I don't like the fact that it is entirely anonimous

Very quickly I can pass the latest information concerning some new events or action

It's very user friendly and well designed. If a customer sends a chat and someone is not available to respond it passes the chat to another agent after a few minutes. The chat also prompts customers to leave reviews. Easy to tag chats, but we are not currently using the feature for anything meaningful.

It is not as robust of a tool as the chat feature on intercom. It's very basic and straightforward but no real complaints.

Allowing customers to easily reach us when they have a problem. Much less effort than calling and easier to resolve any issues.

I like the stability of the interface most. It's really clean and intuitive also.

Some further interface customization would be nice, such as custom colours or notification sounds.

Livechat is a seamless chat solution for our business with little to no learning curve and general ease of use. We have absolutely no significant complaints about it.

Easy to deploy and use. I now have visibility into the chats of our sales team.

Nothing. It works as I need it too. No problems.

Engaging with website visitors

I like that I am able to get collaborative help INSTANTLY without having to call in on the phone or see someone in person.

The interface is a bit confusing. It could use some updating, perhaps more like gotomeeting or Citrix.

I am dealing with multiple offices serving several vendors, and calling into a phone line or trying to use skype etc isnt feasible. This software helps us all communicate seamlessly.

This program is a great way to engage and stay connected with your consumer. People want answers now, and they don't want to waste their time waiting on the phone to speak with someone personally. Being able to provide quick responses to real-time questions and actions, driven by the customer.

I think it would be a great addition to be able to track the 'end result' of using this product. Not being able to quantify the success of the chat feature is a Con in my book. It would be great to have a measurable answer to whether this is a productive sales tool.

Using this program gives you the ability for real-time conversation with your direct customer! Being able to answer questions and possibly grow sales is a huge plus! This improves both Sales and Customer Service.

It's a great way of communicating with our customers for a speedy response and online chat to resolved issues promptly.

There is nothing I dislike about Live Chat so nothing to review for the dislikes.

I am in the client support team and assist our clients with any queries they might have using our software. It's a very fast response using Live Chat.

Easy, quick and easy interaction with players

At the moment, I have no complaints in the program

Online payment problems

The format, interface and overall programming is very user friendly. I would recommend to anyone who talks to others online.

I stopped using because we foung a different program.

It was a helpful tool to chat to other employees in other locations.

Very easy to set up and install, very easy and simple to use.

Some improvements are needed, such as the search tool, marking something as solved without sending the contact an email saying it's solved (in various circumstances, this would be a nice function).

This tool makes it easier to connect with our customers. Phone support is expensive. Email support can be cumbersome. Chat support makes connecting with our customers and prospects a lot more cost-effective and both parties benefit.

The way Live chat integrates with website is interesting. The flawless installation process and user friendly admin panel is exciting. 30 Days trial period is absolutely free where you can have number of users for testing purpose. Trial period allows you to test various features painlessly. Managing categories is again pretty straightforward. Users can be categorized in one or more categories. When some one inquires, we can set the amount of information that a visitor needs to enter before initializing the chat. They can also select relevant category and accordingly are transferred to respective representative. Users can easily learn how to use the chat feature and manage visitors chat. Visitors can raise tickets that can be received via email for further reference is again encouraging. Overoll quite a good tool to use as web chat

Generally I didn't found any flaws, however better design and customization options can make it better. Visitors can be given features like ping or Buzz if they did not get response. Social Login feature will be exciting. Additionally inability to club LiveChat with multiple internal email Id was one thing that troubled us a little for a while.

Live chat was introduced to help real time visitors and solve their queries related to our business services. With Livechat, our visitors were able to contact us in real time and ask for their queries which added to user experience and improved conversion rates.

Easy to use, basic integration with our Slack and emails for workflow management, and highly responsive assistance from their support team.

I'd like to see integration further developed but the team have given me some great workarounds in the interim.

We use the Live Chat service to provide our clients with an additional contact interface with us, and it has been increasing in popularity, with responsiveness and accessability being common feedback.

This is great with automated responses, archives and locating the customers, we close many of our sales daily with this tool, it is invaluable to us. It also is able to integrate with our CRM management system Zendesk which helps us answer customer questions even when we don't have a representative online. Its nice we can transfer chats if needed to other reps. We often use the archive function to look up communications and this helps with what the customer told us and keeps everyone on the same page. Similarly, we have the history, the number of times the customer visited, their location and what page they are on which enable our representatives to more easily close the sale. It works internationally which helps our small company assist customers globally. The mobile app is great as well.

Many times our reps will forget to turn off chat, LiveChat isn't the best at handling this situation and we often lose the customer. Paying for each user can be tough for us to, in case someone overseas leaves their chat on then we can't have another customer log on.

We are looking for a way to help customers live on our site and this is great tool, we get an amazing ROI on this item. It also helps us realized areas we need to communication with customers and improvements we need to make on our website for better assessibility. As a baby gear company, parents, grandparents and gift givers often need advice on what to choose or buy and this tool enables us to do that. We make a ton of our sales just by sending the right checkout link to them.

is a easy way to resolve customer questions?

no Personalization limits the design integration

costumers trust

Ability to watch customer type before hitting enter

The amount of spam that comes through on the platform. Not your fault, but wish there was a way to combat this.

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I like the options that Live Chart offer with the ability to set so many chats per operator and also the ability to screen share.

There is not much I dislike about this program except that I wish it linked to other ticketing systems, such as Team Support to prevent needs of copy/paste.

Assisting multiple clients at once, ability to use canned responses for common questions reduce the response time, and ability to manage the influx of chats.