Pluspunten
- Stable platform
- Ease of separation of groups
- Ease of integration
- Reports and tools (admittedly we export this into our own tool and don't use LC's)
- Security and custom rules
- Customization and branding
- Consistent improvements
- Support team is prompt and helpful
Minpunten
- Some updates cause issues with set up and updates aren't announced very well
- Ticket system is 'meh' and we don't use it
- No send chat transcript by group, it's all or nothing
Thank you and really happy you like using LiveChat, we do our best to make it even better, every day!
I get instant connection to my customers with tons of features, customizations, and robust reporting.
Pluspunten
What I like most about LiveChat is it's reliability. When I began researching chat applications to recommend to a client for use in their recruiting efforts, I found a lot of options. I also found a lot of issues. Many of the applications I looked at were complicated and glitchy.
Then I found LiveChat. LiveChat just worked. It was solid application whether online or on my desktop and it handled chat conversations reliable while offering all the features I was looking for in a manned chat application. When I spoke with a representative from the company, I found out why.
LiveChat set out from the beginning to be a manned chat solution and to be the best in the business. I was kind of disappointed with this at the beginning, because I was hoping for a solution to handle both manned and bot style chats. LiveChat didn't have bots, but they were so far above every other manned chat platform, that I had to choose them.
Incidentally, they have developed a bot situation since I first signed up with them and it is just as robust. It's called botengine.ai and I highly recommend it. BotEngine integrates seamlessly with LiveChat and both applications work reliably with Facebook Messenger, Web Pages, Landing Pages, and more.
LiveChat offers tons of customization, professional looking interfaces, and robust reporting. I can easily use it on my desktop computer, my notebook, my tablet, or my phone. And just like I said before, it just works.
Minpunten
If there was anything to dislike about LiveChat, it would be that it is resource-intensive on my iMac. This is a casualty of my business, though. I have to use a lot of memory-hog applications every day, so a lot of times I will enable LiveChat just on my mobile device or my notebook while I'm working at my desk. That way I can still respond to chats without slowing down my main machine.
We use LiveChat as a reservation / general information channel for our hostel. Because of this we're able to provide a more humane support and convert these people into actual reservations. Before using LiveChat we tried like 3-4 different tools which weren't (not even by a long shot) as reliable and effective as LiveChat is. My partner did not want to sign up for LiveChat because it was like 300 % more expensive than the ones that we've being using but the cost/benefit is totally worth it. We've had an increase of 400-500 % of actual reservations because of this tool.
Pluspunten
It's packed with powerful features, details about customers that let us deal with them in a better way. The integration with Facebook Messenger is pretty cool (even though it should allow us to click on the person and be taken to his profile). Archiving, tagging and searching couldn't be simpler. Super powerful features for international sites (we use 6 translations). There is no software like this on the market.
Minpunten
My only complain is that there is no tool for a supervisor or sysadmin to check LiveChat without being logged as a user. There was a plan to do that (I even replied the form) but apparently they shelved.
Ohh, and that the app (for iOS) just deals with chats, not with tickets. I use heavily both features.
Hi Alexandre,
Thank you and really happy you like using LiveChat, we do our best to make it even better, every day!
If by chance, you had a moment to leave us a review at WordPress, it would help us even more deliver the best live chat experience to our WordPress users:
https://wordpress.org/support/plugin/wp-live-chat-software-for-wordpress/reviews/#new-post
Cheers,
LiveChat team
We love LiveChat here. It keeps our call volume and abandoned call volume down, but also allows us to complete every function that we can on a phone call. We can set up a service call, take a message for a supervisor, turn service on and off, etc. We can literally do everything that we do on the phone but add the convenience for our customers.
Pluspunten
This allows customers to reach out and discuss issues that they are having with their service, or to set up new service, without calling in. It helps our company to keep the abandoned calls down, while still providing quality service to our customers. It's also convenient for those customers that need to have a conversation with us but can not be on the phone because they are at work. It provides all of the functionality of calling into our call center in a more convenient package.
Minpunten
If the customer has an internet hiccup during a conversation, it will drop the conversation - though it does save the history so that they are able to come back without having to repeat everything. I would not call this a major drawback. If a customer calls in, there is a chance that they will have bad cell service and drop the call as well, without the benefit of the chat history. This is not a flaw with the product itself, but more the platform that it draws from and I would say that the flaw is equal to that of phone calls without the added drawback of abandoned calls.
Helped us give a better appearance of being on top of the technical world. We did a get a few leads, but not enough for the time needed to maintain the platform for us to keep it. Great if you have a larger staff (staff of 19 with one person available), or if you are willing to invest in the bot and still have someone to maintain as half of their job. Or that is what I found.
Pluspunten
Very easy to use. Highly editable. Support has been FANTASTIC. We changed owners and needed to switch things over, they were so helpful in guidance. Great response on our website.
Minpunten
How it had to be constantly watched.
I wish it could do some of the following.
Integrate with messaging app (like iMessage)
We would have loved to have multiple people use this for Sales and Service but it was so expensive to have one more license. It would be nice if there were levels, least expensive one license, next level 5-10 and so on.
Options for small businesses to help support them, we only have on person who can barely watch the program(which is why we have discontinued it's use at this time). When that person is constantly watching it great results when they are not, it's barely worth the money we are spending.
Would be neat to see if it could integrate with Apple Business Messages
It's been positive overall, aside from dealing with privacy concerns for GDPR, such as IP address collection and lack of admin controls for this feature. While many visitors do not use chat, some do, and those that have used it have found it very helpful, and it has resulted in some additional conversions that may have not occurred otherwise.
Pluspunten
- Ease of setup
- Reliable operation
- User-friendly operational/agent interface
- Ability to customize pre-questions to gain consent for personal info collection, etc.
Minpunten
- Support for options to increase privacy protection of site visitors (ie, for EU GDPR compliance) could be better. For example, disabling IP address collection requires a special support request and then it is entirely removed. It would be much better if IP address enable/disable was an admin-controlled setting that, if enabled, would only remove the last octet of the IP address (like Google Analytics does for IP anonymization) so that geo info could still be collected but without the precision that would create a personal info privacy concern.
- Blocking of bot-crawlers from the customer/visitor list is desperately needed, as they present a nuisance to agent operations.
- The clearing of the customer list info seems to occur at random/unpredictable points in time -- this should be explained and there should be a button to allow manual clearing of the list by the agent.
- The customer/visitor view options should include an "all current visitors" option so that all current visitors , whether invited or browsing, can be seen in one view.
- Filters should be expanded to work for all fields, and should be persistent and be able to be saved so that switching views or restarting the application does not cause filter setups to be lost.
- There should be a master enable/disable setting to deactivate LiveChat when desired, without the need to go into Wordpress and disable the plugin.
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We're the online arm of a century old shoe repair business, and wanted to offer a way for our customers to quickly ask questions about potential repairs, check order status, etc. without the need to call or send an email and wait for a reply. At first I was against having a chat function because I believed it would take up too many resources from our small processing staff; having to sit in front of the computer all day and waiting to see if a chat came in - they have lots of other things they could be doing rather than sitting in front of the computer. Using LiveChat's API functionality, I was able to some custom programming and integrated LiveChat with some Philips Hue lightbulbs, so now whenever a chat comes in, there are lights that start flashing all over the builiding so we know to get in front of the computer, but that leaves us free to go about our regular business during the day and saves us from having to keep one person tied up looking at the computer. It's worked out great for us so far!
Pluspunten
We find LiveChat to be very user friendly, and especially like the API functionality.
Minpunten
I can't really think of anything we dislike about LiveChat, it suits our needs perfectly.
Hi Kaleb,
Thank you and really happy you like using LiveChat, we do our best to make it even better, every day!
If by chance, you had a moment to leave us a review at WordPress, it would help us even more deliver the best live chat experience to our WordPress users:
https://wordpress.org/support/plugin/wp-live-chat-software-for-wordpress/reviews/#new-post
Cheers,
LiveChat team
Our customers regularly inform us that they get a faster response to their questions,when they communicate with my organizations customer care team via our website ,as against when they put a call across to our support telephone line. Livechat enable our agents communicate faster with customers than they do via the telephone ; therefore it has made the customer care team work faster,efficiently.
Pluspunten
I have used Livechat for over eighteen months and I get impressed by the sheer quality of this program. From the interface,which is among the most intuitive of any software solution I use as work ,to its customer support which is available to resolve our needs within seconds of getting on their website.
Livechat also has a broad array of features which will improve any customer service department. Among these large library of feature on Livechat ,I particularly love the sneak-peek feature.The sneak-peek feature let me see what a web visitor is typing even before it is sent and I have had a few visitors try to ask me how I seem to know what they are typing; I tell them it is Magic.
Minpunten
Livechat needs to broaden the functionality of its mobile app. At the moment,it only allows for it to be used to chat with web visitors and nothing more.
Livechat has helped my organization grow its email marketing list via its integration with Mailchimp. Primarily,Livechat has led to reduced bounce rate on our website and also a faster response time to customer complaints.
Pluspunten
Livechat is the most intuitive Helpdesk solution I have tried.It has got a reliable support team for companies and organizations using it.I like the regular email newsletters sent to users by Olga Kolodynska of Livechat ; these newsletters provides insights into newer ways via which we can maximize Livechat to close more sales ,reduce website bounce rate and increase revenue for my organization.
I also like how I am able to respond to tickets opened by our customers by simply replying to the email notification sent by Livechat as against logging into the Livechat interface itself.
Minpunten
Inability to respond to tickets via the mobile app.At the current time,the Livechat smartphone app. Is only used to chat with web visitors.There is no way to transfer chats ,or even make use of the canned response feature via the Livechat app.
All here are talking on Chat feature, that is really nice comparing to available on the earth!
It's not the complete solution to customer support requirement. Need to use another helpdesk solution for ticketing and email reply.
Ticketing system is really bad, no separate canned reply available, need to use same available in chat. The reply emails can't be customized and very "old n ugly" interface displayed to end user in reply email. Powered by Livechat" can't removed in ticket reply.
I contacted to support desk on this, but not answered well: "Yes our product manager know this..., we will update you." No proper/firm answer "When I can modify this ticket reply?". I think, they will see your subscription period, say for 1 year then standard answers. Might be different experience in trial or monthly subscribers.
I am finally searching for good ticketing/email reply service.... search never ends for customer support team for good all in 1 solution!
Pluspunten
chat is instant, fast reply and appropriate geo-location.
Minpunten
Ticket system is really need "good modern interface" updation. Customization options are not available for ticket system. Need to work hard on ticketing seriously, comparing to helpdesk, desk.com or groove
I'm sure there are improvements that can be made. Thank you for the detailed review, Manoj.
ps. If you are looking for certain canned responses we suggest using a grouping system. Something like a prefix before an initial canned response. t_ (for tickets - #t_sales) and/or c_ (for chats -#c_chats). This way, you will narrow down the list of available tags.
Very good and couldn’t run our business without it, look forward to future improvements.
Pluspunten
Excellent feature set and customization especially on the desktop app. Works great with woocommerce.
Minpunten
Mobile app support has been a little flaky with login issues for almost a year. Seems latest update to the iOS app has mostly fixed this but still some lingering issues. So many more features could be added to the app as well. Also don’t like that you have to be on upper tiers to have a simple feature like hours available. We often forget to close the app down and have customers trying to reach us off hours.
Hi Jeremy,
Thank you and really happy you like using LiveChat, we do our best to make it even better, every day!
If by chance, you had a moment to leave us a review at WordPress, it would help us even more deliver the best live chat experience to our WordPress users:
https://wordpress.org/support/plugin/wp-live-chat-software-for-wordpress/reviews/#new-post
Cheers,
LiveChat team
Pluspunten
I have been using LiveChat on one of my eCommerce stores and it is such an amazing app that always does the job. What I love the most about LiveChat is the availability of multiple apps which allows me and my agents to offer support 24/7. You can use it on Android, iOS, and pretty much on any device.
There are a few great features for eCommerce such as sales tracking and ability to set goals. These are the two features that I have always loved and used. Though sales tracker is just basic in nature but it gets the job done.
LiveChat comes with a lot of interesting (and useful) features that make your life easier. I haven't used all of their features but I know that they are there and when I'd need them, I will use them.
Minpunten
I have two issue with Live Chat. First, its a bit pricey. If you are small business, blogger, or a startup founder, you will find LiveChat a bit pricey.
Second, the mobile app has bugs. It works but it can be improved. You don't get full access from the mobile app and there will be times when you will have to switch to web interface to get a thing or two done.
Love the instant access LiveChat gives you to tech support and the way it automatically lets the customer know when the support is or not available. The sites that take the time to customize it to let the customer know when the support will be available again is even better. A great addition to your site. Love it when I visit a site that has LiveChat! Love that it is free for the end user
Pluspunten
- Instantly feel better about the site I am visiting when I see the Live Chat logo, because I know the site cares about their customers enough to offer a free and convenient way to offer support.
- easy to access the support by simply clicking the logo and depending on the site offering minimal information to start the chat
- if the chat is unavailable it gives you the information right away
- Free for the end user so a definite pro when needing quick tech support
Minpunten
- I have had an issue where the tech is helping multiple people at one time. It really does not reflect on the software it self as much as the particular site. it would just be nice if the Live Chat had a way to display, tech currently helping 2 or more people at one time, please be patient.
- not all sites if you accidentally close the window will automatically keep your chat open so you have to start all over which is a pain. Yes it is my fault for trying to multi-task but sometimes necessary.
I find LiveChat very easy to set up and use daily, and I'm not a tech person at all. Everything is designed in a way that's logical and clear, so most of the time I can navigate around and do everything myself. They also have a lot of optional free plug-ins which you can install, or not, to enhance the functionality of the system. And if you need help, use their Live Chat (of course!) for quick and friendly assistance. Their help department reps are live people who actually help you and don't just send you canned responses.
Pluspunten
Our customer service reps like the feature where they can see what the customer is typing before the customer hits "enter." This gives a little extra time to research the customer's issue so as to have a quicker response or resolution.
Minpunten
It would be nice if they added a spell check or grammar check to help our reps communicate in a more professional way.
Overall experience with LiveChat is above average. There are many technical components of our website we find ourselves needing/wanting to revamp each year--which is a pain point for us. Fortunately, LiveChat is not one of them. It's reliable and we're not looking to change that!
Pluspunten
Never had embed issues on our website. Inline email responses is super helpful and our customers take advantage of submitting a ticket when we're not 'online'. Very much in alignment with my company's service model, LiveChat is a core component of providing delightful service to our customers.
Minpunten
The LiveChat app that connects our team on our mobile devices was the most flimsy part of the experience. Sometimes it would log out on you (showing not available agents online for our customers). However, this has become noticeably better over the last year--I'm happy to work with the company who clearly is bettering the experience as we continue to work with them.
I think livechat greatly improves the well-being of customer service agents while simultaneously giving the customer a better experience, as they are no longer waiting on the phone impatiently. It is useful because canned responses allow the user to easily transmit information or instructions to customers without having to explain each time a problem comes up.
Pluspunten
As a user, I liked that I was able to use "canned" responses, as well as create my own "canned" responses. Further, I liked that I was able have a conversation with a number of customers at the same time. This was useful during busy periods where there were a number of people waiting to get help. I also like that I am no longer talking to angry or upset customers on the phone, as it insulates the customer service agent from unwarranted verbal abuse by upset customers.
It was also useful because people have a different expectation when receiving customer service via text. Everything is less intense and you are on less of a time crunch.
Minpunten
The software redefined a large portion of my job, which took some getting used to. However it also made my job easier and eliminated the worst part of my job (angry customers on the phone). I've been told its relatively expensive but as an employee I do not pay for it.
Overall, we love LiveChat for our team. It's one of the easiest to use and the cost is amazing compared to some others we looked at. I love that we can see browser types and pages visited while we're talking to our customer base. It's really helped us up our customer service game.
Pluspunten
I love that our team can create canned responses and shortcuts for our most common asked questions. A simple "#" and keyword let's us paste the detailed response we worked hard to craft. This tool especially comes in handy when we're responding on the go and can't toggle between emails. The integrations between LiveChat and our CRM Hubspot is pretty awesome too! No more manually tracking tickets.
Minpunten
Some of the mobile features are limited, like looking through the tickets and archives. Sometimes after a week of travel, it would be nice to pop-in on a mobile device and see what tickets were handled.
We have been using LiveChat for almost 10 years. They are very responsive to any issues or concerns, but often fail if a question comes up that is not in the canned messages. For as long as we've been a client, you'd think the chat team would have the ability to better understand our company and products and be a little more resourceful.
Pluspunten
I like having the ability to build out canned scripts that the chat team can use to answer questions. I also like that we don't have to rely on their chat admins and can log in ourselves to chat when we have the time.
Minpunten
The chat team really gets stumped if a question comes up that is not in the canned messages. Would be more helpful if they were a little more resourceful in finding some of the answers.
Livechat let us communicate with our customers through our website,at a faster,efficient and with less financial resource as it is the case with other means via which customers can reach out to us such as phone calls.
Pluspunten
I like the simplicity of Livechat.From the sign up process,to the post installation process .It sometimes feels like Livechat is a Car where I get behind the wheels and am provided with everything I need to drive the Car.
On Livechat,I get everything I need as a support representative to effectively attend to customers.From the canned responses,to the Facebook integration which let our customers chat with me right from our Facebook page , message sneak-peek ,chat tags etc Livechat basically let me do my job daily,with a smile on my face.
Minpunten
I have used livechat for over a month and I have no complaints as regards this wonderful program.
I've enjoyed my experience with LiveChat for the most part. I get a bit frustrated when it logs me out automatically as I feel I can't even run to get a glass of water without getting bumped off. I've liked that it logs tickets for you so that you can get in contact with people who have reached out to you/missed your chat.
Pluspunten
It's easy, you are able to download the app to your phone, and it looks like your conversation with the agent are personal. It doesn't look like it's a robot that is corresponding with you.
Minpunten
If you let the software sit idle for even a minute, it will log you out. Additionally, we've had glitches in getting accidentally logged in (when we weren't scheduled on support), or consistently getting logged out.
I'm a System administrator and a developer, I distributed the software very easily and I I'm using the API quite a lot, it's very nice! I was also able to build a widget for my support agents, it was so simple.
The livechat developer website is full of useful information and examples which makes everything simple and fun!
Pluspunten
It's easy to integrate with our website.
The user interface is easy and self explanatory. The Admin panel is also very easy to use.
The API is very robust and the developer website is full of information.
Widgets! - I added my own widget to the application very easily.
Minpunten
It is missing internal chat between agents.
Some features are only available when using the the application within a browser.
Very good. I tried a bunch of support tools on my website and value for money vs functionality LiveChat has been the best.
Pluspunten
It is very easy to set up on wordpress. Nice and affordable and they are constantly adding new features. I like the live chat support which helped me get everything established in the beginning. The app is great for replying on the fly when I'm out of office.
Minpunten
I would like to be able to reply immediately to archived contacts rather than having to create a ticket. Auto ticket creation would be great.
Hi Mark,
Thank you and really happy you like using LiveChat, we do our best to make it even better, every day!
If by chance, you had a moment to leave us a review at WordPress, it would help us even more deliver the best live chat experience to our WordPress users:
https://wordpress.org/support/plugin/wp-live-chat-software-for-wordpress/reviews/#new-post
Cheers,
LiveChat team
Overall LiveChat does add a lot to our ability to help customers and gives them support options if a phone call or email is not enough or viable. Most of the time I do not even notice it is there which is a good thing because it means that it is doing its job of letting me know who is there and who is available.
Pluspunten
The menu is very ease to browse and I can tell at a glance what all of our agents are doing and which customers are currently browsing our site. My notifications do not interfere with my other sites and software I am currently using and it is very easy to create tickets and track previous days activities.
Minpunten
The only thing I currently do not like is the apparent lack of integration with Sales Force. I do not know if that has changed, but right now for our company we have to manually create tickets within SalesForce to match Live Chat activity.
Pluspunten
CHAT TRANSCRIPTS - Livechat backs up every message conversation between the helpdesk team and visitors to our website .Ensuring we are able to generate data from these conversations or do reviews of our customer care team by simply going through past conversations. Also web visitors are also able to automatically get the chat transcript sent to their email address.
VISITOR BANNING - Livechat provides us with the means to ban provocative visitors on our website for a number of period.
CUSTOMER SERVICE - It has a 24/7 customer support team ,who are always available to assist users and whom I rate as amongst the best in the software industry.
Minpunten
Livechat so much does a perfect job for me that in my over one year access to this software ,there has been no complaint.
One of the most important benefits I see of using Live Chat is that our client reputations and concerns regarding our application have been resolved greatly, Clients are appreciative of fast response, closing tickets much faster, solving business issues and etc. I would highly recommend users to use Live Chat.
Pluspunten
Live Chat is I think the best software out there to use that has all the features such as; ticket monitoring, tickets via email, after hours ticket form, integration of Live Chat with Facebook, and much more. Live Chat Offers great sercuity and protection against web applications that are connected to Live Chat. The is also Mobile customer support for Live Chat as well. I primarily user live chat for our application and clients mostly overseas have to need to submit a ticket for applications issues during off hours and we have a dedicated support team to handle those type of situations and provide our clients with seamless access to our application without any issues. Live Chat best of the best features that I like is the "Chat Tools" because clients can share files, see notifications, chat window, and much more, and from my point of view I can see the client information which is great for me to see and help get in contact with my client.
Minpunten
I have no issues using Live Chat in recent months.
Around 5 years ago we began looking for a new LiveChat solution not only for our business, but the clients we represent who offer support of tens of thousands of end users each. Because of thi,s we needed a feature rich platform that integrated with our own internal tools but also was easy to integrate and configure on our client's websites. We looked at a number of different solution providers and LiveChat won our business with a stable platform, easy to integrate with, easy to separate out by customer and also was very budget friendly which is especially important in the outsourcing business.
By selecting LiveChat we were able to consolidate down from 3 separate LiveChat providers into one, streamlining both our workflows and our set up process.
Over the years LiveChat has continued to provide excellent support for their product and is constantly adding new features and tools that our team enjoys - chat agents, management, and developers alike. Whenever I have had an integration issue or a question about the product their support team has been extremely prompt and helpful in all of their support channels.
We are very pleased with our choice to move to LiveChat and look forward to continuing business with them for many years to come.