Overall
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LiveChat

LiveChat Verified Reviews & Ratings

Wroclaw, Poland
Founded back in 2002, LiveChat was one of the first providers of an online live chat solution. With humble...
2002
Year Founded
100%
Recommend It
31
User Reviews
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What I like most about this software is…

What I like most about this software is essentially what it offers as an alternative to other communication methods with vendors. Overall, having a live chat with a vendor is at times much easier and more convenient than making a phone call. While waiting for my other party to answer me back, I can be doing work on my PC and not have to worry about waiting on hold in line on a phone call. The communication through this software is fast and easy and does not allow for much wasted time, connections are made fast and easy. What I like least are the aesthetics. While it is very easy and straightforward to use, for many users it may bring on the nostalgia of the late 90s chat room or messengers. Simply updating its GUI would help with this outdated messenger vibe. While the aesthetics do not affect performance, from my end they have an impact on user perception of the software. This I feel takes away from the experience of the use of this software tool which in turn lowers its quality. -via Capterra

What I like most about this software is essentially what it offers as an alternative to other communication methods with vendors. Overall, having a live chat with a vendor is at times much easier and more convenient than making a phone call. While waiting for my other party to answer me back, I can be doing work on my PC and not have to worry about waiting on hold in line on a phone call. The communication through this software is fast and easy and does not allow for much wasted time, connections are made fast and easy.

What I like least are the aesthetics. While it is very easy and straightforward to use, for many users it may bring on the nostalgia of the late 90s chat room or messengers. Simply updating its GUI would help with this outdated messenger vibe. While the aesthetics do not affect performance, from my end they have an impact on user perception of the software. This I feel takes away from the experience of the use of this software tool which in turn lowers its quality.

-via Capterra

Would Recommend: Yes

I like the simplicity of the Livechat…

I like the simplicity of the Livechat interface ,and this is a major factor while I adopted the program as my startups customer chat solution. It is affordable, which is very cheap when compared with the enormous benefits we have gotten from this program over the last one year. I like the Livechat customer support department. he support team have continuously served my startup very well. We get responses to our queries instantly via chat messages and the support team also forwards us periodic write-ups guiding us on newer ways we can use Livechat ,to grow our business. I am provided with daily and periodic stats and metrics which easen the process of measuring the performance of my customer care team. Livechat is just the real deal. However I am not overly impressed with its mobile app,I will like to see a better improved mobile app. which will remove the need of always having to access Livechat from a desktop or laptop computer to make major changes or customization.We should be able to do everything from the mobile app. -via Capterra

I like the simplicity of the Livechat interface ,and this is a major factor while I adopted the program as my startups customer chat solution. It is affordable, which is very cheap when compared with the enormous benefits we have gotten from this program over the last one year. I like the Livechat customer support department.

he support team have continuously served my startup very well. We get responses to our queries instantly via chat messages and the support team also forwards us periodic write-ups guiding us on newer ways we can use Livechat ,to grow our business. I am provided with daily and periodic stats and metrics which easen the process of measuring the performance of my customer care team.

Livechat is just the real deal. However I am not overly impressed with its mobile app,I will like to see a better improved mobile app. which will remove the need of always having to access Livechat from a desktop or laptop computer to make major changes or customization.We should be able to do everything from the mobile app.

-via Capterra

Would Recommend: Yes

Unlimited customization – Livechat…

Unlimited customization – Livechat provides helpdesk teams with unlimited ability to customize their Livechat experience from chat window themes , to introducing social media buttons ,editing engagement graphics or removing the White label Livechat icon .Enabling teams to customize their Livechat experience. Dedicated support team – Livechat probably has amongst the best support teams for a software program . They are reachable across every hour of the day and promptly address any constraint we encounter while using Livechat. Analytical power – Livechat provides my team with analytical data detailing web visitor interaction with our website. These analytical data helps the help desk team improve the quality of our game ,while also aiding the product design team to effectively customize our website for maximized sales conversion. Livechat is the best help desk solution money can buy.No complaints whatsoever ,and I have been a user for over two years. -via Capterra

Unlimited customization – Livechat provides helpdesk teams with unlimited ability to customize their Livechat experience from chat window themes , to introducing social media buttons ,editing engagement graphics or removing the White label Livechat icon .Enabling teams to customize their Livechat experience.

Dedicated support team – Livechat probably has amongst the best support teams for a software program .

They are reachable across every hour of the day and promptly address any constraint we encounter while using Livechat.

Analytical power – Livechat provides my team with analytical data detailing web visitor interaction with our website.

These analytical data helps the help desk team improve the quality of our game ,while also aiding the product design team to effectively customize our website for maximized sales conversion.

Livechat is the best help desk solution money can buy.No complaints whatsoever ,and I have been a user for over two years.

-via Capterra

Would Recommend: Yes

Definitely, it is a very effective tool…

Definitely, it is a very effective tool for communication between the client and the business. Its quick and simple configuration is an added value .. you can measure almost that in saw the stories of the user and agent, there is with the reports section that shows the number of days you have had chats, chat satisfaction scores, number in queue and the results of the surveys. With this data you can make a good marketing … the best use of this tool are the instantaneous answers (this provides security & confidence to the user) this definitely increases the productivity (sales) of any company I do not have negative comments, it is a specific tool, for a specific use and a specific result (Communication, attention and growth) -via Capterra

Definitely, it is a very effective tool for communication between the client and the business. Its quick and simple configuration is an added value .. you can measure almost that in saw the stories of the user and agent, there is with the reports section that shows the number of days you have had chats, chat satisfaction scores, number in queue and the results of the surveys.

With this data you can make a good marketing … the best use of this tool are the instantaneous answers (this provides security & confidence to the user) this definitely increases the productivity (sales) of any company

I do not have negative comments, it is a specific tool, for a specific use and a specific result (Communication, attention and growth)

-via Capterra

Would Recommend: Yes

I like Livechat’s Facebook…

I like Livechat’s Facebook integration. Courtesy of this ,our customers are now able to communicate with my company’s helpdesk team via our Facebook page. Since we began using this feature early in the year ,we have seen a steady increase in the number of customer chats we respond to on a daily basis. I will like to see Livechat improve on the Livechat mobile app. My personal opinion is that this app. is way too basic for customer service ,as we are only able to communicate via chat using the Livechat app. For every other thing we need to do on Livechat ,we must do it via the Livechat website. -via Capterra

I like Livechat’s Facebook integration. Courtesy of this ,our customers are now able to communicate with my company’s helpdesk team via our Facebook page. Since we began using this feature early in the year ,we have seen a steady increase in the number of customer chats we respond to on a daily basis.

I will like to see Livechat improve on the Livechat mobile app. My personal opinion is that this app. is way too basic for customer service ,as we are only able to communicate via chat using the Livechat app. For every other thing we need to do on Livechat ,we must do it via the Livechat website.

-via Capterra

Would Recommend: Yes

Setting up Livechat is as simple as…

Setting up Livechat is as simple as copying the Livechat html code provided to new users during the signup process and pasting into the html section of your website code and you are good to go. Livechat is the most feature packed helpdesk support solution out there .It integrates with the most popular CRM solutions out there like Salesforce and Microsoft dynamics. I like how every chat conversation between support agents and web visitors are archived for future referencing. The sneak peek feature puts support agents one step ahead of website visitors ,by letting them see real life what a visitor is typing ; even before it is sent. I dislike how basic the Livechat mobile app. is ,only allowing chat conversations between agents and website visitors. Also we are unable to delete message archives ,except we contact Livechat and they delete it from their end. -via Capterra

Setting up Livechat is as simple as copying the Livechat html code provided to new users during the signup process and pasting into the html section of your website code and you are good to go.

Livechat is the most feature packed helpdesk support solution out there .It integrates with the most popular CRM solutions out there like Salesforce and Microsoft dynamics.

I like how every chat conversation between support agents and web visitors are archived for future referencing. The sneak peek feature puts support agents one step ahead of website visitors ,by letting them see real life what a visitor is typing ; even before it is sent.

I dislike how basic the Livechat mobile app. is ,only allowing chat conversations between agents and website visitors. Also we are unable to delete message archives ,except we contact Livechat and they delete it from their end.

-via Capterra

Would Recommend: Yes

I love the daily chat summary ,which…

I love the daily chat summary ,which Livechat sends our customer care analysis team ; this summary provides us with details of the helpdesk team for the day. Allowing us know the number of customers who gave us a good rating after a chat ,and the ones who were unimpressed with our performance. Inability to respond to web visitor tickets via my Livechat mobile app. is a huge source of concern personally,as an avid lover of Livechat. -via Capterra

I love the daily chat summary ,which Livechat sends our customer care analysis team ; this summary provides us with details of the helpdesk team for the day.

Allowing us know the number of customers who gave us a good rating after a chat ,and the ones who were unimpressed with our performance.

Inability to respond to web visitor tickets via my Livechat mobile app. is a huge source of concern personally,as an avid lover of Livechat.

-via Capterra

Would Recommend: Yes

Livechat is the best help desk solution…

Livechat is the best help desk solution for firms and teams out there and this is majorly due to its simplicity and effectiveness. I like the daily reports Livechat sends to our email at the end of every workday ; this has ensured we are updated on the performance of our helpdesk agents for the day. It details the total number of customers we responded to on chat , the percentage of satisfied customers ,percentage of dis-satisfied customers and percentage of customers ,whose chat we missed. Inability to respond to tickets opened by our customer via the Livechat smartphone app. is my only reservation thus far with this solution. -via Capterra

Livechat is the best help desk solution for firms and teams out there and this is majorly due to its simplicity and effectiveness.

I like the daily reports Livechat sends to our email at the end of every workday ; this has ensured we are updated on the performance of our helpdesk agents for the day.

It details the total number of customers we responded to on chat , the percentage of satisfied customers ,percentage of dis-satisfied customers and percentage of customers ,whose chat we missed.

Inability to respond to tickets opened by our customer via the Livechat smartphone app. is my only reservation thus far with this solution.

-via Capterra

Would Recommend: Yes

I like the amount of support we get…

I like the amount of support we get from Livechat’s customer support team.The Livechat’s support team is always helpful at any point ,when we have had to contact them to address any issue. I also like the Canned response feature ,which makes it faster to respond to popular questions usually asked by our customers such as discount and promotional informations,product pricing,contact informations etc I appreciate the level of data insights into our customer service performance, which Livechat provides us.Thus we are able to measure our performance as a team by leveraging on the statistical performance data provided by Livechat,and work to improve on our shortcomings. Inability to respond to ticket created by our customers via our Livechat smartphone app. To respond to customer tickets,we have to access Livechat from the desktop app. -via Capterra

I like the amount of support we get from Livechat’s customer support team.The Livechat’s support team is always helpful at any point ,when we have had to contact them to address any issue.

I also like the Canned response feature ,which makes it faster to respond to popular questions usually asked by our customers such as discount and promotional informations,product pricing,contact informations etc

I appreciate the level of data insights into our customer service performance, which Livechat provides us.Thus we are able to measure our performance as a team by leveraging on the statistical performance data provided by Livechat,and work to improve on our shortcomings.

Inability to respond to ticket created by our customers via our Livechat smartphone app. To respond to customer tickets,we have to access Livechat from the desktop app.

-via Capterra

Would Recommend: Yes

I can create canned responses for…

I can create canned responses for efficiency and have multiple users. When our office is closed guests can leave a message to be contacted back when the office opens. Guests can rate the chat which is a great feature to make sure our customers are happy with the customer service they are experiencing. I do not have any cons as Live Chat’s software has all the features a company could ask for and the price is very reasonable. Great features such as canned responses, office closed message and data capture. -via Capterrra

I can create canned responses for efficiency and have multiple users. When our office is closed guests can leave a message to be contacted back when the office opens.

Guests can rate the chat which is a great feature to make sure our customers are happy with the customer service they are experiencing.

I do not have any cons as Live Chat’s software has all the features a company could ask for and the price is very reasonable.

Great features such as canned responses, office closed message and data capture.

-via Capterrra

Would Recommend: Yes

Their UI requires almost zero training…

Their UI requires almost zero training for each employee and gives us amazing insight into each customer and their problems. It’s nice that this software is always supported by a useful and genuine customer support service. We repeatedly addressed them and always received a specific answer to the question asked. With the help of this software, it is easy for us to cooperate with customers and to involve them in teamwork. Because of this, sales volumes have significantly increased. Sometimes there are errors in the work, but I believe that this applies to client connections, and not a software crash. In my opinion, the design of the chat window can be a bit convenient and more functional. -via Capterra

Their UI requires almost zero training for each employee and gives us amazing insight into each customer and their problems. It’s nice that this software is always supported by a useful and genuine customer support service.

We repeatedly addressed them and always received a specific answer to the question asked. With the help of this software, it is easy for us to cooperate with customers and to involve them in teamwork. Because of this, sales volumes have significantly increased.

Sometimes there are errors in the work, but I believe that this applies to client connections, and not a software crash. In my opinion, the design of the chat window can be a bit convenient and more functional.

-via Capterra

Would Recommend: Yes

The thing that picks out and likes the…

The thing that picks out and likes the most all the user is definitely appearing messages right at the moment after sending it from your customer. Your clients will not ever wait for help, thanks to the ability of Livechat that I’ve just mentioned the supporting team can react to any problem and request immediately and reassure the client. The system of navigation is also one of advantages of this software, you don’t even need to bother the support team with questions simply because you won’t have them, everything simple and in the moment of need the system can help you itself. Sometimes I face the problem of not well enough realization of the mobile version. So when you work with not too huge number of requests it is fine, but if you are the big corporation and have more than 1000 customers the mobile version shows not the best productivity. -via Capterra

The thing that picks out and likes the most all the user is definitely appearing messages right at the moment after sending it from your customer. Your clients will not ever wait for help, thanks to the ability of Livechat that I’ve just mentioned the supporting team can react to any problem and request immediately and reassure the client.

The system of navigation is also one of advantages of this software, you don’t even need to bother the support team with questions simply because you won’t have them, everything simple and in the moment of need the system can help you itself.

Sometimes I face the problem of not well enough realization of the mobile version. So when you work with not too huge number of requests it is fine, but if you are the big corporation and have more than 1000 customers the mobile version shows not the best productivity.

-via Capterra

Would Recommend: Yes

Livechat backs up every message…

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. Livechat so much does a perfect job for me that in my over one year access to this software ,there has been no complaint. -via Capterra

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.

Livechat so much does a perfect job for me that in my over one year access to this software ,there has been no complaint.

-via Capterra

Would Recommend: Yes

LiveChat is easy to use and very…

LiveChat is easy to use and very convenient to have on our portal. This is due to faster assitant to our customers instead of them communicating via phone or Email that could take a little longer to get to. Our customers liked that they do not have to wait long for questions that arise. This program is great to have for customer sevice. Maybe a little bit more features like control remote in order to assits clients if needed. Other than that no complains on the program we use it alot at work to assits fast our customers. We are getting great feedbacks from our cusomers indicating that they are getting fast responses from us when they have any questions. They like it better than sending an email or calling. -via Capterra

LiveChat is easy to use and very convenient to have on our portal. This is due to faster assitant to our customers instead of them communicating via phone or Email that could take a little longer to get to.

Our customers liked that they do not have to wait long for questions that arise. This program is great to have for customer sevice.

Maybe a little bit more features like control remote in order to assits clients if needed. Other than that no complains on the program we use it alot at work to assits fast our customers.

We are getting great feedbacks from our cusomers indicating that they are getting fast responses from us when they have any questions. They like it better than sending an email or calling.

-via Capterra

Would Recommend: Yes

This was the first software I set up…

This was the first software I set up and get trained 4 years ago. Since then it is the best among all to manage the tickets, chats and easy to use. Highly recommended Well, if you are talking about chat management, this is the best! May be they are stuck and can’t find things to make it different but still it is best as it is. -via Capterra

This was the first software I set up and get trained 4 years ago.

Since then it is the best among all to manage the tickets, chats and easy to use. Highly recommended

Well, if you are talking about chat management, this is the best!

May be they are stuck and can’t find things to make it different but still it is best as it is.

-via Capterra

Would Recommend: Yes
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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.

 

LiveChat Pricing and Services

 

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 of LiveChat

 

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.

Screenshots
  • Livechat Report Dashboard
    Livechat Report Dashboard
  • LiveChat Chat Archives
    LiveChat Chat Archives
  • LiveChat Personal Greetings
    LiveChat Personal Greetings
  • LiveChat Visitor Overview
    LiveChat Visitor Overview

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