LiveChat Review - Is It the Best Option?
Updated · Nov 16, 2022
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- 48 supported languages
- 24/7 customer support
- Built-in helpdesk tool
- Relatively expensive
- Limited mobile version
In the era of online services, communication with customers has to be rapid yet personalized to grab their attention and win them over.
Live chat support is an easy and convenient way to achieve that.
At the forefront of this new wave is a platform so synonymous with the technology, the brand is named after it—LiveChat.
With incredible features, a customer-focused approach, and numerous positive LiveChat reviews by users, this software could be the answer to your prayers.
Check out this LiveChat review to see whether this preeminent online support tool is the right solution for your business.
What Is LiveChat?
LiveChat is an online customer service software with online chat, helpdesk, and web analytics capabilities.
The LiveChat app enables website visitors to get in touch with support agents in a matter of seconds—a solution tailor-made for ecommerce and customer care.
LiveChat is impeccably designed for maximum functionality and simplicity.
The interface is clean, slick, and intuitive in every regard. Chats, tickets, reports, settings—all are placed conveniently on the left side of the screen for easy reading and navigation.
The large number of features the software offers is a common point of praise in LiveChat reviews. Here, we give you an overview of only the most notable ones.
LiveChat has a slick and intuitive chat console. Its attractive and modern widgets come with good customization options to align the console with your brand and make it look as enticing as possible for your live chat web visitors.
You can make chatting a lot quicker with the LiveChat Shortcuts.
They make your job much easier, allowing you to quickly jump between chats and open different parts of the app.
If you often receive the same questions, canned responses are a great way to manage that. They can save you both time and keystrokes.
With LiveChat Canned Responses, you only have to type the answer once, save it, and reuse it in chats and tickets whenever you need it.
LiveChat recently launched an offline Messaging Mode. It’s similar to apps like WhatsApp and Facebook Messenger and allows owners and admins to send and receive texts offline.
This LiveChat support feature also allows you to send messages to customers after they’ve left your website so they can read them and reply if/when they return to the website or via email. Visitors can also start a chat while the agents are offline.
You can optimize the work of your team by creating several agent accounts and dividing employees into groups with a more narrow focus.
You can even enable Chat Supervision to oversee their work and help out when needed.
This feature also allows you to assign roles and privileges within your team (Owner, Admin, or Agent) and oversee when your agents accept chats with the Work Scheduler.
LiveChat has all the best tools to make sure you can provide excellent customer support. Message Sneak-Peek makes everything your LiveChat customers are typing visible to you before they send it over.
You can search for an answer and respond in seconds.
Chat Tags keep track of every conversation so that you can understand the context and know-how to help.
Rich Messages are responses that are more personal, intuitive, and appealing than standard texts.
LiveChat Inc provides a general overview or in-depth data about chat and agent activity, depending on the plan.
The platform collects tons of analytics that can be exported into six district reports, each revealing a unique insight.
Chat Reports include data like total chats, missed conversations, customer satisfaction, and engagement. You can create custom reports daily, weekly, or monthly to see what adjustments you need to make.
You could also go more granular and generate Agent Reports to monitor your employees’ performance. Track your agents' efficiency analytics or Ticket Reports to help streamline your email support and solve problems case by case.
LiveChat has over 170 integrations, all built to improve your workflow by connecting the software with other useful apps.
It also lets you create a personalized hub to manage all your customer interactions.
Some of the primary integrations include Slack, which routes all LiveChat conversations to Slack channels for seamless communication; Chat Translator to communicate with clients in over 100 languages; and SnapCall—a smart voice solution that allows agents to call customers right from the chat.
LiveChat Plans & Pricing
The initial plan is ideal for entrepreneurs with small businesses. For $16 per agent per month billed annually (or $19 billed monthly), you gain access to a slew of features. These include 60-day Chat History, basic website chat Widget Customization, and website Traffic Monitoring for up to 100 customers.
Team—This plan is excellent for a full support team. The $33 per agent per month billed annually (or $39 billed monthly) buy you tons of upgrades. To start with, the Chat History becomes unlimited and the real-time website Traffic Monitoring goes up to 400 customers. You also get full LiveChat Widget Customization, Basic Reporting, full eCommerce capability, including Business Goals and online Sales Tracker tools, and access to Agent Groups. The latter allows you to separate LiveChat by department. This way, you can route queries to the right agents.
This plan is made for small-to-medium businesses with a customer service department. The $50 per agent per month billed annually (or $59 billed monthly) gets you everything from the Team plan, plus Advanced Reporting, Traffic Monitoring for up to 1,000 customers, and a full Ticketing System.
This is the juggernaut of the LiveChat price plans made for Fortune 500 companies. This package doesn’t have a flat cost—you need to request a call with the sales team to tailor the plan to your needs. The benefits include everything in the previous plans, plus full Customization, full Security, and full Product Support(including product training, legal assistance, software engineer support, and a dedicated Account Manager).
For this LiveChat review, we contacted the company’s support team. The process was seamless. A chat window with unique greetings and prompts would pop up every time we visited LiveChat.com or went to a different page.
The response time is speedy, too—we sent a message with a test query and got a response almost immediately. On top of the fantastic chat support, LiveChat also has a categorized knowledge base and a vibrant LiveChat Reddit community page.
You can also connect with other LiveChat users, experts, and developers to find answers and share experiences.
Ease of Use
LiveChat delivers exceptional reliability, stable performance, and ease of use, as many users point out in their LiveChat reviews.
Onboarding is pretty straightforward and hassle-free. There’s even a tutorial at the end to teach new users the basics.
All features are conveniently displayed on the app dashboard; additional information is available in the knowledge base—as easy as pie.
LiveChat User Reviews
We searched through several LiveChat review sites to get a sense of how users feel about LiveChat.
Over 31,000 companies globally trust LiveChat, including industry leaders like McDonald’s, Mercedes-Benz, Sony, Virgin, and Adobe. So it comes as no surprise that LiveChat has a tremendous reputation with users, including in LiveChat reviews on Reddit.
Customers praise it for its functionality, the immense number of features and integrations, and its ease of use. The most common complaints are about the mobile application, which is far inferior to the desktop application and the web-based application.
Some clients are dissatisfied with the LiveChat pricing, but other users concede that it is well worth the price.
Despite these issues, the majority of LiveChat reviews in 2022 are positive.
Is LiveChat Worth It?
LiveChat is, without a doubt, one of the best chat programs on the market. The platform has excellent features and tools, convenient integrations, and fantastic support.
A feature that sets it apart from most LiveChat competitors is the built-in Ticketing System that helps agents handle tricky requests that can’t be resolved through chat. It’s not the cheapest website chat software, but it’s undoubtedly one of the best.
Alternatives of LiveChat
The platform might be at the top of the mountain and get rave LiveChat reviews, but it is not the only option, so we took the liberty of evaluating some of its competitors.
LiveChat vs Olark
Olark is a simpler, more streamlined alternative to LiveChat. It is ideal for small sales and support teams that want a straightforward, easy-to-use, fully customizable chat tool at a lower price.
The LiveChat Team plan is nearly twice the standard Olark plan’s price. Based on that alone, Olark is the clear choice.
Still, LiveChat offers advanced tools and features and you can unlock more as your business grows. If you want state-of-the-art functionality and don’t mind the price, LiveChat is your solution.
LiveChat vs Sendinblue
Sendinblue is an all-in-one marketing tool, which provides several solutions, including a live chat option and email automation services like Mailchimp.
Sendinblue could even integrate with LiveChat to manage email marketing campaigns, automation, transactional emails, and SMS messaging.
LiveChat vs Hubspot
The most significant difference between these two products is the price—Hubspot is way more expensive than LiveChat.
Still, it’s an integrated inbound marketing tool with a live chat capability, so that explains it. Hubspot is the single point of contact for inbound marketing.
If these two platforms were restaurants, LiveChat would be a steakhouse and Hubspot would have other meats on its platter.
LiveChat is a handy live chat software for any website, but it works particularly well for ecommerce sites looking to bolster online sales.
For decades now, LiveChat has been one of the best live chat tools relied upon by global brands and industry titans.
Its stellar reputation is part of the reason why it receives tons of positive LiveChat reviews online and cuts above the rest.
Other key strengths include its incredible features and top web chat tools, such as ticketing, customer engagement, integrations, file sharing, work scheduling, advanced reporting and analytics, and many more.
LiveChat Inc prides itself on having a high-security standard and, therefore, secures every conversation with 256-bit SSL encryption. To avoid credit card fraud, LiveChat masks the credit card number during transactions and doesn’t store the data.
The ideal solution will depend on the size of your company and your needs. LiveChat is undoubtedly among the best programs, especially for ecommerce sites.
Read the live chat software comparison above to find out how it stacks up against other giants on the market.
Judging by the large number of positive LiveChat reviews by users and our own experience with the software, it’s undoubtedly one of the best chat programs currently available.
Branko is a round-the-clock tech geek and loving it. His ideal vacation destination is the Akihabara District (or really any place he can take his computer). If there’s a server out there, count on him to find out what it’s made of… and tell you all about it.
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