LiveChat is an advanced communication platform designed to enhance customer experiences by providing real-time chat support. Its easy integration and user-friendly interface make it ideal for businesses aiming to improve their customer service efficiency.
| Product | Mindshare (%) |
|---|---|
| LiveChat | 1.1% |
| ServiceNow | 10.7% |
| JIRA Service Management | 6.0% |
| Other | 82.2% |
| Title | Rating | Mindshare | Recommending | |
|---|---|---|---|---|
| ServiceNow | 4.3 | 10.7% | 92% | 231 interviewsAdd to research |
| Zendesk | 4.0 | 5.5% | 91% | 69 interviewsAdd to research |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 2 |
| Company Size | Count |
|---|---|
| Small Business | 54 |
| Midsize Enterprise | 29 |
| Large Enterprise | 22 |
LiveChat offers a comprehensive approach to customer interaction, integrating with multiple platforms to streamline responses and increase resolution rates. Its robust nature allows businesses to monitor, engage, and provide support across diverse communication channels, making it a reliable choice for those aiming to maintain customer satisfaction while increasing operational productivity. The platform supports agent collaboration and offers analytical tools to optimize interactions and improve customer support strategies.
What are LiveChat's most important features?LiveChat is implemented across industries such as retail, technology, and healthcare to provide exceptional customer service. In retail, it helps manage customer inquiries related to orders and returns, while technology firms use it for real-time issue troubleshooting. In healthcare, LiveChat facilitates appointment scheduling and patient support, ensuring privacy and quick response times without compromising efficiency.
LiveChat was previously known as chat.io.
Our product is used by over 29,000 companies in 140 countries worldwide. List of our customers includes brands such as:
ASUS, Samsung, ING, Roku, LG Electronics, Better Business Bureau, Kaspersky Lab, Daimler, Air Asia, Tele2, Adobe, Orange, Zalora, HarveyNorman, Bombardier and many more.
| Author info | Rating | Review Summary |
|---|---|---|
| Engineering Manager at a comms service provider with 11-50 employees | 3.0 | I explored LiveChat for an AI customer support chatbot, finding its interface and analytics good. However, it lacked omnichannel support and a free plan, so I never deployed it and switched to a more modular solution. |
| Security Operations Manager at SecurView | 4.0 | I'm evaluating LiveChat for community chat in StoryZ, appreciating its AI chatbot and easy integration, which saved time. My main concerns are the lack of a free plan and multi-channel inbox, comparing it moderately against Freshchat. |
| CEO at a logistics company with 1-10 employees | 5.0 | LiveChat significantly improved our sales funnel and customer engagement with its ticket and knowledge base features, enhancing response times. Setup was easy, and customer service is great. I wish more SMEs knew about it. |
| Director of Global Support at a hospitality company with 51-200 employees | 5.0 | As a manager, I'm extremely satisfied with this solution. It significantly boosted our customer satisfaction, sales, and interaction speed. The easy setup, stable performance, excellent reporting, and great customer support ensure a strong ROI. |
| Customer Service Rep at a healthcare company with 501-1,000 employees | 4.5 | I highly recommend Live Chat; its easy setup, customization, and excellent support yield significant sales ROI. Despite minor server stability and desired archive search improvements, I find it a valuable, scalable solution. |
| Owner at a non-tech company with 51-200 employees | 5.0 | I find this live chat invaluable for authentic client conversations, especially with the message feature. Setup was easy, customer service is excellent, and I've experienced no issues. I love it and highly recommend it. |
| Director of Client Success, Co-Founder at a tech services company with 51-200 employees | 5.0 | I find LiveChat offers exceptional 24/7 support, powerful customisation, and strong scalability, leading to positive ROI. Initial setup is easy, though advanced use takes time. I'd like more granular team reporting and dashboard customisation. |
| Head of Support at a comms service provider with 51-200 employees | 5.0 | I found LiveChat incredibly easy to set up and use, offering real-time monitoring and proactive engagement. My customers love the direct support, and customer service is top-notch. It's far superior to other solutions. |
I started using LiveChat six months ago when we explored it.
My main use case for LiveChat was to implement it as an AI chatbot module in our application for customer support. I implemented a customer support AI chatbot inside our app through which I gathered customer issues that were accumulated through a LiveChat bot and passed them on to a human agent.
That was our only use case.
In my experience, the best features LiveChat offers include a clean interface, robust analytics, and the ability to provide human-to-human website chat.
LiveChat has positively impacted my organization as we were trying to implement this module. However, we were never able to make it live. We found a better solution than LiveChat, so we moved on to that.
LiveChat did not support omnichannel messaging or multi-channel inbox, and it was not offering any free plan. These limitations made me switch to another solution.
I believe LiveChat should support at least a basic free plan so that potential customers can try out their features before paying for the full suite.
I have been working in my current field for about twelve years.
Regarding LiveChat's AI capabilities, I did not consider its governance and security, and I have limited knowledge in that area.
In terms of LiveChat's AI capabilities, I think its accuracy and reliability of output were quite accurate. However, the other solution I found suited my needs more as it was more modular than LiveChat.
In my organization, we never deployed LiveChat. We only tested it using a private cloud.
Our application name is StoryZ and the main use case for LiveChat is to generate images and have a community feature. I want to provide the community the ability to chat and message each other so they can share their generations.
The best feature of LiveChat in my evaluation is the AI chatbot module that I prefer most.
LiveChat has impacted my workflow and evaluation process positively so far. The integration is adequate and the SDK documentation is clear, which allows us to integrate easily with the documentation.
It has saved my team time during this evaluation period. With respect to Freshchat, it is easier to use than Freshchat.
The biggest friction point I have experienced with LiveChat so far is the lack of a free plan.
Additionally, LiveChat is missing a multi-channel inbox.
I have been familiar with LiveChat for approximately two to three weeks.
Before I started looking at LiveChat, I used Slack for user-to-user communication. However, our application does not currently have that feature, and we are trying to add it in the future.
When I first started working with LiveChat, it took two to three days to integrate it.
We did not need any formal training to work with LiveChat. It was based on the SDK guides. Since I was already a lead, I was integrating with the team and provided solutions on how things could be integrated.
When comparing options, we are evaluating both LiveChat and Freshchat, and we have not evaluated any other third-party solutions.
We conducted a demo with LiveChat during our evaluation period.
When I opened LiveChat during my evaluation, I checked what LiveChat could do and attempted to integrate the SDK into our application.
More people are evaluating LiveChat with us.
In terms of adoption, we have currently developed a basic demo with LiveChat and provided it to the QA team, who are checking both Freshchat and LiveChat. We will proceed accordingly if everything is satisfactory.
During implementation or demos, no features in LiveChat have surfaced that I am not using or do not find relevant for my application currently. However, LiveChat is not offering a free plan, so we have not checked those features yet. I would rate this review as a moderate evaluation of LiveChat based on our current experience.
We use LiveChat to engage live with web visitors to our platform, monitor their behaviour while on the platform, and respond to their queries whenever they have questions to ask.
In the past, we used help desk programs which did not do much to increase our sales funnel. All that changed with LiveChat. We are able to create a knowledge base, create tickets, and allow agents to collaborate on creating tickets, thereby improving the correspondence time and the quality of feedback that we provide to customers.
I majorly love the ticket and knowledge base features, which allow us to save automated answers to the most popular customer queries. This has improved customer/helpdesk response times.
The service needs to be more popular than it currently is. I have seen SMEs use helpdesk programs which are not up to par. I will assume they do this as they are not aware of the power of LiveChat.
No.
No, we did not. It was a smooth process.
Great guys. There was a time we had issues with our credit card, and they extended our subscription by three weeks for free.
No, we did not.
Very straightforward. We simply got mailed a setup code to paste on our website HTML code.
We have an in-house team.
One year.
I will advice potential users to do a free trial at first and see how much LiveChat works for them.
We did not. LiveChat was suggested by a friend.
As a manager I use all features, but reporting and setting are my personal favorites because they're easy to use and provide data that helps you with the right decision.
Since we started to use LC we managed to increase out customer satisfaction level, increase sales and most important thing to speed up our interaction with our customers because it's all "in real time".
I have sent my feedback to their development team. I asked them for more filtering options for reporting and Agent profile permissions. This was because I wanted more options while creating agents profile, skill levels etc. They've added these into a beta version which I'm currently testing.
Since 2012.
We didn't encounter any issues with deployment, everything went rather smooth and I have to say pretty fast without taking too many hours of our IT team.
None. This app is stabile, not causing any problems on our website. running smoothly. I don't recall we ever had any problems.
None. We didn't encounter any issues with scalability, we have more and more chats, tickets, rates, signups but it all works perfectly.
They really try hard to help you ASAP, from my personal experience they are fast, reliable and customer friendly, always trying to find solution for you.
Technical Support:Excellent, I did needed their advice few times and I must say they were always there and managed to resolve my request.
No, this was the first application we tried and decided we don't change anything because we are super happy with it.
It was easy to set everything up, it didn't take too long and it required minimum effort from our IT team. after it's set up it can be managed by non tech person.
We implemented all in-house, with LC tech help and advice, but like I've already explained, it took minimum effort to do that.
I'm not about to write an essay of 120 characters to explain our ROI, I'll just say we earn more than it costs. We use it since 2012, so you do the math.
It's always a question what was before, the chicken or the egg, right at start your customers will probably need to get used to the idea of having this option but when it starts you will increase number of chats rapidly, so try to make some tests first and have faith, add more agents to the job.
We did investigate but pretty soon we realized we want LC, I really don't remember how this all went back in 2011. When we started to discuss this idea so I don't feel comfortable writing about it.
The ability to customize the button look and feel, as well as utilizing an animated GIF to increase the amount of interest in contacting our sales team has been so beneficial. Archives have been great in finding previous conversations between sales and customers.
This allows us to communicate visitors to the site that would be just browsing. By allowing us to have a direct conversation to provide pricing or other options that haven't been listed on the site. Live Chat has been so useful for our company.
It would be nice to be able to search the previous archives.
I would like a gallery of animated GIF icons.
4 years.
The deployment was the easiest part. I still find it easy to add the code to any webpage. This was the easiest solution to implement.
There have been times where Live Chat's servers have had DDOS attacks and have made communication difficult. This has not taken significant amounts of time, and gets rectified rather quickly.
This platform scales with the website. It's very user friendly and easy to customize based on the web pages from within the platform.
Top notch support! They have always been very helpful within a short period of time from when I email the support team.
Technical Support:Every question I have asked since being a customer has been answered, and detailed very well. They are available at various times during the day.
I have not used another Live Chat platform as this one was the first one I tested and continued using ever since.
The setup was very easy. The platform has only become more user friendly and simplified over time. From when I started using it to now, they have streamlined the dashboard.
I implemented the solution myself. I did not have to contract anyone else to setup the software on my website. The code is easy to insert into the web page.
I really don't have a proper way to describe the ROI other than it is huge and so useful to our business. We can attribute most of our high ticket sales to this software.
I would start with one license, and then if you find that it isn't enough or want to track each employee, increase the licenses. I found the Team plan to be the most beneficial.
I did my initial research and found that Live Chat had more to offer over other companies and stuck with them ever since.
I would definitely look into Live Chat Inc as a provider for communicating with your customers. Their reports and range of capabilities is very easy to customize and utilize, even if you are a growing company.
The live chat is invaluable. We also found that we cannot monitor it 24/7, so the ability to leave a message if we are not on helps us capture those interactions with our clients that we might not otherwise know about.
Every company searches for ways to have authentic conversations with there clients, especially those prompted by the client. Also, people don’t want to read anymore either, they are looking for immediate answers. This allows our clients/families to have real time conversations with us on their schedule.
We have not found areas for improvement. We love it just the way it is. There is nothing we would change or add.
2 years.
None.
No
No
100+, I have access at anytime and they are extremely responsive.
Technical Support:Have never needed it.
No
Very easy, we were able to do it in-house.
We implemented in house and we don’t have a tech team. =
We have never evaluated this however I know for a fact that we have taken many registrations and answered many client questions based on conversations with our families on LiveChat.
We found we could get along with one user on at a time, however we recently increased that option and it makes it easier as our team doesn’t need to communicate their availability amongst themselves.
No we did not. This one came highly recommended and the price was right so we went with them.
We have recommend this product to many camps in our industry and it is being adopted as a best practice during summer camp sales season.
I am not tech savvy. This is a product we implemented and I love it. There is nothing that I feel is missing. It truly does what I need it to do and anything else I would say, I would be making it up.
- LiveChat's exceptional support, available 24 hours a day, 7 days a week.
- Javascript and REST API, enabling custom integrations to suit the needs of our clients.
- Unlimited customisation of team structures allowing proper chat routing through to the correct agents.
- Transcript data retention.
- Full CSS customisation.
- Ability to stack requirements in greetings allowing highly targeted proactive invites.
Through the capabilities of LiveChat we are able to fully customise each live chat implementation to suit the goals of our clients. We are also able to report on specific detail to allow continued improvement over time.
I'd like to be able to create teams and filter the reports by team, in addition to the ability to currently filter by group, date, agent, tag etc.
I'd also like to be able to customise what widgets are available in the live dashboard.
3.5 years
It took some time to discover the true capabilities of LiveChat. Although it's simple to get setup and running, in order to achieve what we have it took some time trialling different options and reviewing the API's. Any issues were quickly resolved through their live chat support.
LiveChat went through a stage of being targeted with DDoS attacks. Communications from them were very good and we were kept updated.
None at all. We've scaled quite dramatically over the years and encountered no issues. We've just needed to adjust and change how we work.
Best in the business! If they can't help there and then they will log a ticket and have someone more experienced look into it.
Technical Support:Great. They designed and built LiveChat in house and so are always able to solve any issues quickly and efficiently.
We had researched various different solutions before choosing LiveChat but it was the first solution we were properly committed to.
Initial setup was very easy and intuitive. It's only when you're looking into more advanced setup did it become more complex.
We implemented live chat in-house and have continued to do so for many other businesses, learning a lot along the way.
Some of the ROI's we've achieved for clients can be seen on our website, thechatshop.com. Results have been incredibly positive.
You can easily scale up and down the number of seats you need and only be billed pro-rata which is perfect for keeping control of costs and scaling as required.
Yes, various other options available on the market at the time. Olark, Zopim, Live Person etc. LiveChat's support was second to none.
The two things I found the most useful are real-time monitoring and proactive invitations. We no longer have to wait for visitor's reaction - we can engage them!
At this point we're using it mostly for support. We've added it to our app, so our clients no longer have to use email - they can chat with our support directly for the app.
I couldn't find any. At the level we're using it right now we've got everything we need, so it's hard for me to say what can be improved.
Few months.
No. The integration went very smoothly and the whole implementation took no more than a minute. There were no issues at all.
No, LiveChat has been always working for us without any problems. In case any problems they've got a status page with e-mail notification so they are very open about it.
As a small company we didn't notice anything issues, but as far as I know some big names are using LiveChat as well, so I guess there's no problem with scalability.
Top notch! The support team is available all the time and have been able to solve all our questions instantly.
Technical Support:We didn't encounter any technical problems, although we had few questions about API and the support team was able to help us and solve our problems immediately.
We have tested other solution, but there were not as good as LiveChat. When we started using LiveChat we found it very easy and intuitive.
It was very straightforward. We've used a Wordpress plugin and it took no longer than a minute. It's THAT easy.
We did it by ourselves. I think there's no need to use any additional help since all it takes is copy/paste a piece of code or use a plugin.
At this point we're using it mostly for support and I can say our customers love it! We plan to use it for sales as well in the near future.
You must remember that the prices are per seat, not per created agent. It really does make a difference. We're using a Team plan and I think it fits perfectly into our needs.
We did evaluate other options - Zopim and Olark - but we found LiveChat much better. The application is very clean and easy to use, we can use it on mobiles and our customers love it too.
If you are not using it - start using it! Your customers will love it. It's really simple for agents and customers.
