Who Uses This Software?

LiveChat is used by companies all over the world and from every industry. Startups, small and medium businesses and enterprises all rely on LiveChat in their everyday customer service duties.


Average Ratings

792 Reviews

  • 4.5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $16.00/month/user
    See pricing details
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    24/7 (Live Rep)

Vendor Details

  • LiveChat Software
  • www.livechatinc.com
  • Founded 2002
  • United States

About LiveChat

Premium Live Chat and Help Desk Software for business. LiveChat turns support teams into customer service rockstars. Customers love answers to their questions coming within seconds. Win hearts of customers with amazing customer service using LiveChat - join over 26,000 companies from over 150 countries and try LiveChat now!


LiveChat Features

  • Canned Responses
  • Customizable Branding
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking
  • Analytics
  • Churn Management
  • Communication Management
  • Community Management
  • Content Syndication
  • Feedback Collection
  • Gamification
  • Live Chat
  • Video Content
  • Alerts / Escalation
  • Appointment Management
  • Call Center Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management
  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Cataloging / Categorization
  • Customer Service Analytics
  • Customer Support Tracking
  • Email Response Control
  • Knowledge Management
  • Live Chat
  • Performance Metrics
  • Search
  • Self Service Portal

LiveChat Reviews Recently Reviewed!


Outsourced Provider LiveChat Integration

Nov 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: - 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

Cons: - 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

Overall: 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.

Vendor Response

by LiveChat Software on December 06, 2018

Thank you and really happy you like using LiveChat, we do our best to make it even better, every day!

Capterra loader

LiveChat Connects Me to My Candidates Fast!

Feb 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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.

Overall: I get instant connection to my customers with tons of features, customizations, and robust reporting.

LiveChatInc Review

Dec 08, 2015
4/5
Overall

4 / 5
Ease of Use

5 / 5
Customer Support

5 / 5
Value for Money

Comments: We are a 3rd party company using LiveChatInc app as our platform to serve our industry, and its been great. I tried several others, and there were functions I liked, but in the end, we came back to LiveChat because of their ease of use, support, and some unique capabilities other chat companies didn't have. There are a couple of important changes we would love to see to make it more customizable, but overall, I would recommend it highly. I've tested at least 4 of the "top" live chat apps out there and we came back to this one, as it was the best overall.

Pros: First of all the Support team is very friendly and helpful. This is key and they have always tried their best to help, and were open to my feedback on improvements that could be made. It is very easy to use, very intuitive. Has some unique features I've not found in other live chat apps (example: auto greetings to customers are personal, and come specifically from one of my live chat experts. Other platforms I've used, it sends a generic auto invite, and the customer has to ACCEPT to chat, before they are connected with an agent. We have compared, and this one feature makes our take rate (customer engages in a chat) much higher, due to it being a personal invitation by one of our reps.

Cons: The biggest one is the inability to customize Visitors window for our staff. An older version (which we still have to use) used to allow you to set up specific columns of info on each visitor. This way you could see how many times they visited, were invited, refused, etc without having to click on each visitor to see this info. If you have a lot of visitors it is impossible to click on each of them in a timely manner and know whether to engage in a conversation. This is a big one that needs updated soon. It has taken a long while to have auto invites work properly on all mobile platforms (iPad, iPhone, tablets, etc). It still isn't possible on all, but on most devices now, customers will get a pop up if you send an invitation to chat. Wish you could set up a second Auto Invite (ie. at 1 minute into the visit, an auto greeting is sent if declined, at 4 minutes, a second one is sent). Unfortunately, not possible. When you send a personal invite, it classifies it as a CHAT, even if the customer doesn't chat with you. So the archives get filled with "blank chats" that you have to leaf through. All of that said, besides the first one, it is still the best live chat app out there, in my opinion. Fingers crossed the Visitor view options will be changed back soon, to allow it to be more customizable for customers.

Apps for everyone!

Jul 29, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: We love LiveChat. The availability of the apps that span across different operating systems is a huge bonus and was what initially drew us to the program. Our customers love the program going from chat to form, as they can contact us when we are not available to answer a chat. While the price is a little higher than other live chat clients, this one is worth the price because of the use by multiple agents on a single license. This sold us on the program, and we will continue to use it until it is no longer supported. It's definitely worth it.

Pros: Apps. Many other live chat options do not include apps, especially not ones that work across both Android, Apple, Mac, and PC. It's handy in case you are not in front of a computer or have to go from a Mac to a PC, then you have access on both. The fact that multiple agents can use the program (though only one at a time per license!) is very important. Many other live chat programs allow only one per person. This adds up quickly when you have more than one agent. The ability to change the website widget from a chat to a form is great on weekends or after business hours. This allows customers to be able to contact you without having to wait for business hours.

Cons: The only slight con is the cost of the product, but this is offset by the ability for multiple agents to use one license, as long as only one is logged on at a time. To do the same with other programs, you would have to purchase more than one license. So, the cost is justified, but there is still the initial sticker-shock. If the price were a little bit lower, we would be able to purchase two licenses and have two people on at the same time. However, the ability to have more than one person use the license makes it seem like we have loads of agents on at the same time. We did experience one or two bugs, but the tech support was able to fix them quickly so that we were back online within minutes.

Perfect tool for Tupiniquim Hostel's Live Support

Nov 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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.

Overall: 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.

Vendor Response

by LiveChat Software on December 06, 2018

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

LiveChat is Great!

Nov 04, 2015
4/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

5 / 5
Value for Money

Comments: We've been using LiveChat for almost 2 years now. It's been so helpful to see who's on our site when they are actually there and to be able to help them when they need it (which keeps them from straying)! We are an incorporation services provider and people often have lots of questions when they are searching for a provider in this field. Though we have the answers to most of those questions on our site, people often want to clarify or they may feel lost when ordering. Having LiveChat makes it easier for our potential clients to reach out to us without having to leave our site or even to pick up the phone. Instant gratification! Thanks to LiveChat, we've been able to quickly convert those people with questions into clients.

Pros: Visitor data is so very helpful for us. When a client has an issue while ordering, it helps us to know what browser they are using. It is also quite helpful for us to know where they are connecting from (country or state) as this can determine what kinds of services they need. Also included with the visitor data are the IP, and the pages visited (and for how long they stayed on those pages). This lets us know about where the visitor decided to leave and what they were looking for...and if we feel the need, we can offer to chat with them (rather than waiting for them to start one with us). LiveChat also makes a verbal announcement when we get a visitor to the site, informing us as to whether they are "new" or "returning" visitors. There is also a verbal announcement when someone initiates a chat ("incoming chat"). The ticket feature is also helpful. When the office is closed or if the technician is away from their desk, the clients can leave a message for us to follow-up later.

Cons: It would be very helpful if the visitor data were logged and saved for reporting purposes via LiveChat. This historical data might prove useful to us when making changes to our site. It would be nice if the incoming chat would also pop-up a separate window. Sometimes I have my volume down or off when I am on the phone and I've almost missed chats that way.

The most convenient way to provide customer service

Nov 01, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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.

Overall: 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.

Perfect Way to Instantly Talk to Your Customers

Dec 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: LiveChat is a great way to help customers in realtime making you very accesible to customers helping to grow your business and client base. Definitely a great tool for any small business.

Pros: Having looked at many Chat programs we found the best was LiveChat. You don't have to be at your computer all day waiting to see if a chat is coming in because with LiveChat you can download the app and chat with your customers on the go. Utilizing and setting up the chat is very simple and easy to use. You can do it yourself if you have some knowledge of setting up your website or you can have your webhost do it for you by simply dropping in a simple code. You will be up and running in minutes. You can customize your logo if you wish and it is easy to communicate. Adds the touch of helping customers out if they need direction or information.

Cons: There are a couple of cons that we have run into with LiveChat. Recently this problem has been better but from time to time you will not get instant notification if you are relying on the app to use for chatting. The only downside is if the delay is too long you may miss the opportunity to chat with the customer. The other issue we have seen is that the customer can leave a message but you don't really get notification all the time if a message was left so you are on your own to make sure to check for a message.

Great software just wish it integrated with messaging software for easier time maintaining response

Nov 16, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

Cons: 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

Overall: 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.

Capterra loader

Livechat is feature-rich.

Dec 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like Livechat because of its broad array of functionalities and features,which makes the daily job of agents in the sales department easier. I like the sneak peek feature and it is perhaps my favorite feature,as it enables sales agents see what a customer is typing in real time,therefore winning them ample time to prepare response to enquiries made by customers.

I also like the social integration with Facebook,which allows for visitors to our Facebook page to connect with an help desk agent right from Facebook,without the need to visit our website.

The daily chat reports provided by Livechat is a thing of joy for every customer department,as it provides a summarized breakdown of the overall performance of the customer care team ,and the average rating from website visitors for that day.

Cons: This is the best help desk program out there by a mile and I cannot think of something wrong in the quality of service,my team gets off this software.

Overall: With Livechat,my organization is able to offer our customers 24/7 support through which they can get an almost immediate response to all of their enquiries.It has also afforded team members in the customer care department,the opportunity to be able to address customer issues from their home on weekends,since all they need is just access to the Livechat mobile app.

Great for our needs

Nov 16, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We find LiveChat to be very user friendly, and especially like the API functionality.

Cons: I can't really think of anything we dislike about LiveChat, it suits our needs perfectly.

Overall: 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!

Vendor Response

by LiveChat Software on December 06, 2018

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

Simple communication with customers at all times

Dec 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like the stats which Livechat provides me of every visitor on our websire,these stats. Let me and everyone else in the sales department to know the number of previous visits by a web. Visitor,their geographical location,the device via which they accessed our website and even their isp provider.

I can invite users to chat on the website manually,if I feel the particular website visitor may need my assistance.Also,Livechat has a mobile app. Making it possible communicating with agents on the fly.

Cons: Our sales agents work from their homes on Sundays and in my personal view,I believe it will be more convenient if they were able to communicate fully with customers via Livechat,through their mobile phones.As it stands,they can only chat with customers through their mobile phones but cannot respond to tickets,which leaves them having to either go around with a big tablet or their personal computer.

Overall: Livechat is used to respond to the requests of customers through the website.With Livechat on our website,customers don't always have to walk in to the mall food support,they simply chat with a sales representative online.

Livechat gives us a professional look.

Jun 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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. The 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.

Cons: 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.

Capterra loader

Livechat is magical.

Aug 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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.

Overall: 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.

Capterra loader

No Helpdesk solution beats Livechat.

Aug 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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.

Overall: 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.

Capterra loader

Multiple customization possibilities.

Jun 08, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: 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.

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

bad ticketing system

Oct 14, 2016
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: chat is instant, fast reply and appropriate geo-location.

Cons: 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

Overall: 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!

Recommendations to other buyers: Good for Live Chat service only!

Vendor Response

by LiveChat Software on October 17, 2016

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.

Capterra loader

A must for website support.

Dec 02, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I find Livechat reliable and easy to use. Since we switched to Livechat last year,we have expended less financial resource on training new employees in the customer service department on using Livechat ,as they are able to pickup the major functionalities in just a few hours of introduction.

Livechat is accessible on web,mobile albeit there are functionalities accessible only on web,however the ability to access Livechat on mobile has made it easier for our agents to work on weekends,when they are required do to work from home.

The best functionality I love the most with Livechat is how visitors to our Facebook page can communicate with the customer care department right from our Facebook page.

Cons: Chat archives load very slowly and I assume it is because we have lots of chats archived. More importantly perhaps,I am unable to respond to tickets on my Livechat Android app. This needs to be fixed be expanding the capability of the mobile app.

Overall: Livechat is the most used medium through which customers and partners reach out to my organization,to resolve all technical and account based complaints.

A remarkably good chat option

Aug 05, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: They have a very interactive customer service section. The very fact that they are user-friendly makes them even more unique. It shows detailed information about the person and the other end. This is especially helpful when you belong to any kind of business group and can offer your help with regard to the services available in that specific place. Also, the feature wherein if the person is not online at the other end you could still leave a message so that it could be caught up later, is really good. And, since automatically generated greetings are present, all the manual initial greetings need not be told all over again to each of the contact.

Cons: It would have been even more helpful if another separate page was generated whenever a call appears so that they wouldn't go unnoticed. The mobile app needs to be improved a bit more. It doesn't show justice to the desktop version.

Fantastic 24/7 support.

Dec 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Livechat customer care support team is very effective and pleasant - they are available round the clock and prompt to respond whenever we have had to contact them.The Livechat mobile app. Is great and allows our customer care agents use most Livechat functionality without using my computer device.

Agents are able to see what customer type before it is sent across to them and this ensures they better project responses to customer queries.Daily chat summary reports sent to me by Livechat provides me with summarized data about how the customer care department performed for that day ; detailing the percentage of satisfied website visitors,dissatisfied visitors,abandoned chats etc thereby letting me continually measure the progression and retrogression of the customer support team.

Cons: Livechat meets all of my expectation as a Manager.

Overall: Livechat is used to acquire customers. With our use of Livechat,we have successfully reduced our customer service budget as Livechat is way cheaper to manage than other customer support mediums such as phone call centers.

Stay in touch with customers

Mar 14, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Live Chat is super easy to use and our reps have no complaints. We have had a great experience with our customers as well and implementing it onto our website. Customers can easily speak to a real person through chat and get a fast response. We can see what customers are typing so we can prepare to answer quickly and with enough time to provide the best answer.

Cons: I do not like the stock photos included. It's not a big deal since we use real photos of our staff, but for those who want to use a stock photo - many of them look too fake and almost uninviting. Not a huge deal breaker obviously, as the product itself is great, but in case you have to use this feature.

Overall: We are able to include LiveChat on certain pages of our website to get the best customer interaction. Our representatives like using LC because it is easy and there are never any issues. Customers have never complained about our LC function and use it often to ask questions. We love it!

Capterra loader

The most feature packed support solution.

May 21, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

Cons: 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.

One of the best if not the best

Dec 11, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Excellent feature set and customization especially on the desktop app. Works great with woocommerce.

Cons: 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.

Overall: Very good and couldn't run our business without it, look forward to future improvements.

Vendor Response

by LiveChat Software on December 14, 2018

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

Customer support isn't an issue

Nov 07, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: 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.

Cons: 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.

Capterra loader

Software connected our Web Traffic to our Sales Team in a meaningful way

Jul 24, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The chat routing functions allowed me to segment traffic on particular pages to relevant parts of the sales team.

Reporting allows us to monitor productivity of team members & the success the tool is having with regards to generating additional activity for the Sales team.

The control of the Engagements function lets you customise your strategy, you can be disruptive to user journey if you feel it's needed or more relaxed in showing off the chat tool by withdrawing pop-ups and forcing the user to engage with you.

The support team is great, and the integration is easy

Cons: I dislike the inability to control the engagements based on device, e.g. being able to offer less pop-up engagements on mobile than by desktop.

The user group functionality can be a little clunky at times.

Overall: The software allowed us to leverage additional Sales Team activity from our web traffic - letting us increase engagement with customers and drive additional sales.

Capterra loader

Love when Live Chat is on a Website I visit!

Sep 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: - 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

Cons: - 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.

Overall: 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

Easy to Use with Excellent Customer Support

Sep 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: It would be nice if they added a spell check or grammar check to help our reps communicate in a more professional way.

Overall: 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.

A chat application integrated with a lot of features that boost your customer service capabilities.

Aug 15, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Has a lot of features which you wouldn't find in other real-time chat applications. The customer service and support are quite responsive and quick. An easy to use interface. Helps to tailor service for customers based on their needs. In comparison to the features provided, the application is very cost effective. Reporting, metrics, and statistics are well updated. Higher conversion rates are experienced in live chat when in comparison to other applications, as here the customers need not accept the chat request for representatives to connect with them. Visitors data provided can be utilized.

Cons: The mobile application requires a lot of improvement as compared to its desktop versions and we won't see every live chat features there.

Livechat is a must for the modern customer support team.

Dec 31, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like the ability to invite website users to chat with a sales rep. By sending them a chat invite from the Livechat dashboard.Livechat provides me extra time to prepare my responses to customers by letting me see what they type in real time.Integrations with other software is broad and is always increasing,making it possible to exchange data between Livechat and more of the other third party software tools we use at work like Mailchimp and Salesforce.

Cons: All Livechat functionality and feature work the way they should.No complaints,no negative incident experienced on Livechat.

Overall: Livechat helps the sales department to attend to customer complaints promptly.While also providing us the means to monitor behavior of web visitors to our website and analyzing what interests them most.

Our company use LiveChat to help with the support team.

Oct 07, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: My main function at my current title is to develop software and also give support to customers who use the software, We work based on a ticketing system which entirely works on LiveChat. Customers submit issues and questions as a ticket through Livechat enables FAQ page and the application prioritizes the tickets based on the importance. We have set certain parameters for the app to understand the priority. That helps us to sort out tickets in quick manner.

Cons: Now I am using grammarly tool inside the chat window to sort out typing errors and grammar mistakes. If there is an inbuilt feature that helps to detect typos, that would be great. As sometimes I use several devices and installing grammarly on each device is not economical.

The chat platform we've always wanted.

Aug 01, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It still amazes me how flexible and powerful the LiveChat chat system is, while still retaining an easy to use, intuitive and straight-forward user interface. Administration is a breeze and a pleasure (and I don't give that compliment lightly)!

Up-scaling is painless, and their support staff are lovely to talk to, and super helpful.

The developer documentation portal for their APIs and libraries is most likely single best example I have ever come across. A huge win for LiveChat if you have any integration or customisation in mind.

Cons: As someone who focuses their use purely on the live chat features to augment an existing ticketing and CRM system, the inability to turn off the ticketing features is an annoyance.

The plugin-like apps offer some amazing potential, but lack a proper sandboxed development environment, and access to a couple critical sources of customer data.

Live chat, a very reliable tool to handle conversations.

Apr 22, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: We found this application very intuitive and easy to use. I just love their customer service and support team, they handle issues and get back to you at the earliest. The other applications available are quite buggy and complicated, but this one is absolutely easy to deal with. If you want to search for something, tag or archive, this application has made all that simple. The application is very user-friendly They have got the best of stats and metrics are used, which has helped me in forecasts etc.

Cons: I found it very difficult to transfer my chats. I had found that the archived chats are quite difficult to load. The mobile application needs updating, it looks quite outdated compared to other applications available.

A great app to chat with customers who visit our website

Oct 09, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Livechat just enables the feature that gives us an ability to chat with people who visits our website in real time. This ensures no customer might leave our website with any kind of doubts. The facility that the chat agent can initiate a chat is always good as the customer will think when seeing we initiate chat that we are interested in doing business with them and they will also feel like we are there for any kind of help. Live chat is the best option for websites that mainly sells products.

Cons: If we add another chat agent to the existing pool, it takes few minutes to get it updated on the page where customers see the new agent's name as well. I think a hard refresh of the app will do the job for you in this case.

Chuck's Review of LiveChat

Jan 18, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

Cons: 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.

Overall: 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!

Capterra loader

Best helpdesk program out there.

May 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

Cons: 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.

LiveChat - Customer Service

Jan 30, 2019
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 6.0/10 Not
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Pros: 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.

Cons: 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: 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.

Capterra loader

Livechat defines simplicity.

Mar 06, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: SIMPLICITY : Livechat has a simple and intuitive user environment which makes it easy for new users both on the part of helpdesk agents and web visitors to pick up the workings of the software in a matter of minutes.

SOCIAL INTEGRATION : Via Livechats social integration feature ,our users can now communicate with us right from our Facebook fan page.

EFFECTIVE CUSTOMER SUPPORT TEAM : Livechats helpdesk support staffs are always eager and available to assist us for everytime we ran into hurdles while using this software . The good part is ,they are available 24 hours a day and they motivate our own helpdesk team to want to do better.

Cons: Livechat does a perfect job .However I have got reservation regarding the mobile app. As it appears to be too simple.Currently ,the helpdesk team can only respond to chats via the app. and for every other need like responding to customer ticket ,checking out agent profiles , checking out website analytic etc user have to login to Livechat from the pc.

The perfect modern day helpdesk solution.

Nov 29, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Livechat is easy to install,and use. It is user friendly and unlike other software we use st work,there are no specialized training programs to onboard new team members to learn how to use Livechat. I like the weekly Livechat newsletters by Livechat inc staffs. These newsletters often provide the customer care with information and insights into newer ways we can use Livechat to grow our sales numbers.

Cons: Inability to answer tickets through the Livechat Android app. Except via the web based portal.

Overall: Livechat is used as a web based communication medium through which we respond to enquiries from customers,clients and partners.It is the cheapest and most efficient among ever support channel available to our customers at Paystack.

Easy to set up live chat for your website

Dec 18, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This is the best live chat we have used so far. It's quick to set up, is relatively well priced, is easy to customize and brand, works incredibly well and is compatible in all browsers and operating systems. As an administrator, the set up was a charm and it's an easy tool to maintain and keep online. We rarely see downtime and out customer service agents really like using it You get mobile support, SSL inscription, lchat history/logs and great tracking and analytics tools.

Cons: The pricing is the only thing that should concern people. I believe there are cheaper alternatives but in my opinion the easy of use and feature set make this the best pick.

Capterra loader

Livechat is the standard ,others should follow.

Jul 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Livechat is feature rich and I will tip Livechat as the best help desk solution out there, when it comes to handy features for customer support agents and the level of support offered to support teams.

As the senior customer care agent in my organization,I especially like the daily chat summary. Livechat sends me a summarized performance metric of my team at close of work everyday.Therefore allowing me to know how well or badly we have performed for the day.

Cons: Livechat provides my team with everything we need to effectively guide our customers in their journey with my organization.I see Livechat as the gold standard for every other help desk solution to follow.

Love Canned Responses and Keyboard Shortcuts

Dec 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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.

Overall: 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.

Responsive and Easy to Manage

Feb 04, 2019
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: 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.

Cons: 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.

Overall: 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.

Capterra loader

Livechat should be every support agents dream.

Sep 02, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: I have used livechat for over a month and I have no complaints as regards this wonderful program.

Overall: 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.

Faster way for customers to get help. My company have it and customers like the fast assitances.

Apr 06, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Pros: 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.

Cons: 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.

Overall: 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.

LiveChat helps to establish an Internet business

Jan 27, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Extremely
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Pros: Our business (online web forms and databases) suggests that the guys from technical support have to communicate with dozens of clients every day. LiveChat helped us to set quality work in this direction. This program has a thoughtful functional, allows me, as the owner of the company, to control employees. Our employees, in turn, easily organized and configured communication with customers. Now the consultations are easy and painless.

Cons: The interface of the application is difficult to call intuitively clear, but our operators in a few days were able to master all the necessary functions.

Overall: Ability to insert photos of our operator and personalize communication

An active invitation option - when an operator can invite a client to chat

Statistics on visitors - where did it come from, what pages did you see

Possibility of transferring a client between operators

History of communication

Easy, functional, and overall- sophisticated.

Jan 29, 2019
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: 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.

Cons: 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.

Overall: 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.

Using LiveChat is a great alternative to phone calls and allows concise communication.

Jul 05, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: 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.

Cons: 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.

Go Live

Mar 26, 2019
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

Cons: It is missing internal chat between agents.

Some features are only available when using the the application within a browser.

Overall: 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!

Works Great on Wordpress

Dec 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Extremely
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Pros: 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.

Cons: 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.

Overall: Very good. I tried a bunch of support tools on my website and value for money vs functionality LiveChat has been the best.

Vendor Response

by LiveChat Software on December 14, 2018

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

Capterra loader

Simple, effective and dependable.

May 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: 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.

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