LiveChat Reviews: 4.5/5 — Highly Rated

The perfect tool for productivity and communication

I do not dislike something , but I would love to connect in phone calls

I am solving communication with new customers

I like the plugin to share information between LiveChat and Salesforce--the primary CRM at our organization,

I do not like that LiveChat kicks a conversation to another representative after a few minutes of non-response. I have an auto-response set up when a customer first chats in. Sometimes it takes the customer a few minutes to type and send their inquiry, and by the time I have a chance to respond, it gets kicked to another person.

We are reaching customers--oftentimes end users--that otherwise do not know how to contact our organization, except by way of a Google search and landing on our website.

It can be integrated into our website, the interface is simple and easy to follow, I can see when the other person is typing so that I know they are still there.

The interface is far too large; it would be better to have a version that can be slotted into the side of the screen so it can be always open. The corner pop up dialogue box is also irritating, as it will not disappear unless I close it.

As we are a technical support company, it is a simple and straightforward way for our client-base to contact us without having to call us, while still being able to get a more immediate response than email can provide. When clients are suffering from techincal issues, it provides us with a way to offer advice and also forward support guides, again without having to resort to email.

Following features I loved: 1) Greetings: I have set up almost 15 greetings on the website. We have different services and I want to make sure that If a users spends good amount of time understanding it, I ask him if he would like to talk with us. A prompt invitation has helped us generate leads. 2) Ability to ask for names and emails before the chat start - most of the time, people are reluctant to share their emails, but when asked upfront by software they are happy to give. This allows us to stay in touch with the customers.

I am not sure about this. But may be if they can offer more designs for their chat box, would be fantastic.

We started using it generate leads for our business. Using the greetings features, we were getting in touch with users who wanted to learn more about our services.

I like how you not only get a pop up when you are chatted back, but there is also a pinging sound that notifies you of a chat if you are multi tasking on your computer. The windows are the perfect size to hold a conversation, without it being too intrusive on your computer.

I don't like when you press enter that it automatically sends your chat. Sometimes I like to send a long chat with spaces in between paragraphs, but instead I have to send multiple, choppy chats because I don't have the option to press enter without sending the text.

As a customer, it's nice to be able to get in touch with someone who directly works with the company to have my questions answered in real time. I feel that LiveChat really improves a company's customer service abilities, and most of my experiences with individuals on LiveChat have all been really positive.

I have used several implementations of LiveChat as an end user (as in, a potential customer), and have come to the conclusion that it's super-simple.

There is not much I can dislike about this product, but I've only used this as a user.

I've used LiveChat to ask both product questions before making purchases (e.g. Roku), and customer service questions when the contact phone number isn't in service.

I like how easily I can use it. It is self explanatory but it needs to be fixed

I don’t like how slow it can be. I find myself comparing it to other softwares too much. It takes a while to load up

It’s a great breakthrough with communication with customers

You don't have to pick up the phone and be put on hold; you just converse directly on your pc

there are some queue times. I think that when someone is on hold, it should still show actively open

Less time on phone; multitasking is possible with more than one chat

I like that I can chat with people about the issues that I am having.

I dislike that the response time is not fast enough

it has helped me contact people that can help me out.

This product made it easy to help our external consumers with our customer service reps.

I liked the product. I didn't have any problems with it.

LiveChat was a good way that we could respond to our consumers questions or problems in live time.

It is effective form of communication that allows us to work effectively.

Sometimes there is a delay in the communication when it’s raining heavily outside

It cuts down on having to take time fave to face and frees up time that can be used for other aspects on the job.

I like that it connects with our available resources so you can just reply with those.

It’s not a separate app you can download and remained logged into all day if you are responsible to be on chat that day.

Quick support response times for simple questions and ability to open a Support case if their question is more complicated.

How easy the software is to use and the customer support is amazing

nothing all really no complaints looking forward to a long relationship with them

to help with call volume solving lots of faq questions

It is is definitely easy to work with. It pretty much common sense.

This is a tough one because it is nothing to dislike. Pretty easy

Receiving too many chats and it isn’t organized

I like that i am able to easily communicate with clients.

I believe that this application could be better.

The benefit this provides is being able to speak directly to clients.

It is easy access and can be used from far distances.

It can sometimes have technical difficulties with the connection

I am currently able to meet and chat with people from a far.

The interface is pretty simple to use. Minimal training for my staff because of the inherent nature of the buttons and functionality

It's pretty limited. I wish there was a way to transcribe what people were saying into a document allowing to save time with writing minutes

Reaching out to a multitude of clients

Es un canal de comunicación amplio con un gran nivel de interactividad a tiempo real. Es bastante novedoso debido a la facilidad, sencillez y agilidad con la que está diseñado. Muy eficaz y productivo dejando que interactues con el resto del equipo a tiempo real creando un trabajo en equipo inmejorable y equitativo.

Una de las desventajas más grandes, son la necesidad constante de una vigilancia las 24 horas del día. Es complicado atender en cualquier momento cualquier necesidad que pueda surgir generando a su vez un sobre coste para el que algunas empresas no están dispuestas a invertir.

Genera una fidelidad frente al cliente inmediata, en la cual, la cartera de clientes puede ir creciendo de una forma progresiva y rápida. Al mismo tiempo les aportas una seguridad y garantiza una eficacia frente a cualquier problema que pueda surgir. Es una gran herramienta que consigue simplicidad y a la vez compromiso.

This is good for a quick response and immediate support for customers

It seems like bots are running this and it is clear by the pace of the response and they dont always provide the best answer

customer service

That you can talk to others and get help instantly.

It's not updated enough, it is headed up

The ease of quick communication online.

I like that most site use live chat or some sort of communication verus calling now a days.

It disconnects quickly at times. You either do not finish chatting or have to wait again.

I have used live chat with personal matters

easy to use and launch. Availabiliity is dependent on if someone i slogged in which is ideal

integration with Salesforce is a little difficult. need to be able to easily document and track transcripts for each customer

live online support, reduce number of inbounds and provide clietns with accessible support

So multiple users can chat for a small fee of about $16/month.

There's a source code you have to enter to use it as multilingual.

Messages get directly delivered to channels to allow certain departments to not have to go searching and the support is phenomenal.

As a fallback it is amazing in usability but our seats are limited so it seems to crash

The lag on server response when we are close to max capacity.

As a back up it serves it's purpose. Sadly it cannot be used as our primary.

You could set statuses to receive or not receive messages if you're unavailable.

The interface was boring. While our computer volume was on, you couldn't hear the alerts once a conversation was started. If you were trying to multi-task, it was easy to forget about the user because you couldn't hear when they responded. You would just have to sit there

We wanted to decrease phone traffic to web traffic. We referenced a lot of websites so it is easier to type/paste into a message than trying to say it over the phone.

Ability to help more people out at the same time, quality of support is easy to use, you get instance feedback, convenient with the chat interface, etc. and there are no extra costs for visitor.

Not great on the mobile stand point, some millennials who love to stick to Facebook chats won't necessarily like it as much, there are also interruptions with the chat agent not responding in a timely fashion to the receiver.

A big benefit I saw is that it starts the chats pro-actively and there is instant feedback so no more waiting for email support to get back to you.

Easy of set up, use for the agents and relatively inexpensive for a smaller group of agents.

Very basic reporting, can be expensive for a larger pool of agents.

No real business problems, benefits were the ability to respond to customers who prefer not to call 24/7.

Livechat made it easy for our renters to get questions answered without having to call and wait.

Livechat would be a little slow at times and glitchy.

Livechat gave our customers accessibility to have their questions or concerns addressed without wasting time on the phone.

I love being able to communicate and search for stuff that you need with help from a person.

The failure to respond promptly or appropriately can lead to customers leaving feeling unnecessarily frustrated

being able to communicate with a person.

Being able to see what the user is typing is great! It allows me to prepare an answer before they are even finished their own thought. It also can lead to some pretty funny messages that are typed then erased.

After 10 minutes of no conversation if there is someone in the chat queue it will bring in another chat. This causes most reps more stress because sometimes we will do a screen share and forget to drop out of chat, or we have to wait for a process to time out so we can see what error the iser is getting.

Chat is the easiest way to communicate with users. You can send screenshots to instruct the user of how to solve the problem themselves.