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LiveChat

Wroclaw, Poland
Founded back in 2002, LiveChat was one of the first providers of an online live chat solution. With humble...
2002
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Provider Overview

Founded back in 2002, LiveChat was one of the first providers of an online live chat solution. With humble roots as a “garage startup,” LiveChat’s first product offered a very basic, simple application to introduce a new channel of communication. Today, LiveChat offers one of the most feature packed real-time live chat software solution, with years of experience and innovation under their belt. Based in Poland, LiveChat offers service globally and even has a location within the United States.

LiveChat now serves over 24,000 businesses, and offers the tools to not only introduce a new channel of communication on your website, or in your app, but also the tools to analyze overall support efficiency and customer satisfaction. LiveChat’s mission is to not only provide organizations with a robust business platform, but also to share the knowledge and experience gained over the years building their own business, as well as provide a personal touch to online communication.

All Features

Chat Tools

  • Message sneak-peek
  • Canned responses
  • Visitor information
  • Chat tags
  • File sharing
  • Timeline
  • Chat archives
  • Delivery status
  • Notifications
  • Transfer
  • Chat transcripts
  • Visitor Banning

Customization

  • Chat window themes
  • Company logo
  • Messages and labels
  • Language
  • CSS customization
  • Social media buttons
  • Agent profiles
  • Engagement graphics
  • White label live chat

Engaging Customers

  • Automatic greetings
  • Personal greetings
  • Eye-catchers
  • Ticket form
  • Chat on Facebook
  • Embedded and pop-up chat window
  • Smart or manual chat routing
  • Chat buttons
  • Chat on multiple websites
  • Chat via a direct link

Reports & Analytics

  • Basic statistics
  • Chat reports
  • Ticket reports
  • Filters
  • Daily summary
  • Reports via API
  • Dashboard

Applications

  • Web app
  • Desktop apps
  • LiveChat on mobile
  • Cloud capability
  • Chat window on mobile
  • Application shortcuts

E-commerce Tools

  • Goals
  • Sales tracker
  • Sales information
  • Targeting visitors from campaigns
  • E-commerce integrations

Ticketing system

  • Ticket sources
  • Private comments
  • Tagging tickets
  • Ticket rates
  • Ticket reports

Team management

  • Agent groups
  • Agent account management
  • Agent roles
  • Chat supervision
  • Work scheduler
  • Chat limit

Getting feedback

  • Chat ratings
  • Rating comments
  • Ticket ratings
  • Post-chat surveys
  • Satisfaction stats

Visitor Tracking

  • Gathering customer data
  • Visitor information filtering
  • Additional visitors information

Chat API

  • Workflow automation
  • Webhooks
  • Javascript API

Pricing and Plans

Starter – $16/agent/mo (charged for logged in agents)

Small office/ Home office

  • Unlimited agent accounts
  • 60-day chat history
  • Basic chat customization
  • Ticketing system
  • Data security

Team – $33/agent/mo (charged for logged in agents)

Full-time support team

  • All Starter features, plus
  • Unlimited chat history
  • Full chat customizations
  • Basic reporting
  • Agent groups
  • Multiple brandings

Business – $50/agent/mo (charged for logged in agents)

Customer service department

  • All Business features, plus
  • Unlimited agent accounts
  • Unlimited chat history
  • Full chat customization
  • Ticketing system
  • Data security
  • Advanced reporting
  • Agent groups
  • Multiple brandings
  • Staffing prediction
  • Work scheduler

Enterprise – $149/agent/mo (charged for logged in agents)

Fortune 500 companies

  • Unlimited agent accounts
  • Unlimited chat history
  • Full chat customization
  • Ticketing system
  • Data security
  • Advanced reporting
  • Agent groups
  • Multiple brandings
  • Staffing prediction
  • Work scheduler
  • Dedicated manager
  • Product training
  • Software engineer support
  • Security assistance
  • Single Sign-On

Editor’s Bottom Line

As one of the original live chat software providers, LiveChat knows a thing or two about developing a robust business platform. The provider has grown their simple messaging app into an entire platform that enables organizations to open up an entirely new channel of communication with their clients and prospects. But not only does LiveChat enable a new efficient form of support, the platform also provides the tools necessary to track and quantify every single interaction your business has. With advanced reporting and analytics tools, your business can better understand what is working, what isn’t working, and what exactly needs to be improved.

LiveChat delivers a product that they believe will change the definition of Customer Service Experience. Overall, the solution is easily one of the most feature packed offerings on the market. While pricing might not be the most competitive, you absolutely get your money’s worth in terms of a fully functional, customizable and robust platform. For example, even within the most basic Started plan at just $16 per agent, per month, your business gains unlimited agent accounts, 60-day chat history, and even basic customization options like default chat window translations and different themes to choose from. In fact, even upgrading to the Teams plan introduces an unlimited chat history, full chat customization, basic reporting tools, multiple branding support and even agent groups.

The feature list only grows from there, and easily stands out among the competitors. For example, while the most popular Business plan might cost as much as some other provider’s top-of-the-line offering, features include advanced reporting like first time response and average time response, staffing prediction, and a work scheduler. What’s also unique about LiveChat is that your business is only charged based on the number of agents logged in per month. This means that if your department is flexible, and the number of agents changes based on demand or season, pricing will rise and drop accordingly, so you do not have to pay for agent seats your business isn’t using.

In fact, the feature list even in LiveChat’s starter plan rivals the mid-level offerings of some competitors. For only $16 per agent, your business gains access to canned responses, pre-chat and post-chat surveys, agent ratings, visitor details, multiple website support, visitor tracking, smart chat routing, and even a ticketing system. Overall, LiveChat offers an impressive list of features and functionality across all of their plans. Depending on the size of your business, each plan will provide the necessary tools to handle support requests through chat with ease.

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