LiveChat Pricing, Features, Reviews & Comparison of Alternatives

LiveChat Reviews

LiveChat

Premium Customer Service Software - Live Chat and Help Desk

4.85/5 (125 reviews)   Write a review
   119 people use this
22,659     11,313
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Who is LiveChat For?


Statistics are based on 119 users from the GetApp community.

See more

  • Experience level: All experience levels
  • Industry: All industries
  • Business size: Small businesses, medium size businesses, large businesses, enterprise organizations
  • Departments/roles: Sales and support teams
  • Budget/point: All budgets
  • Example customers: Roku, Warby Parker, Media Temple, Adobe, Quiksilver, Zalora
Read the full GetApp Analysis

LiveChat Category Leaders

Reviews
Integrations
Mobile
Media
Security

#2 in Customer Service

View full ranking
86
20
17
17
15
17

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

LiveChat Screenshots (8)

LiveChat screenshot: A web browser is all you need to use LiveChat. Fans of the native solutions can rely on the apps designed for desktop (Windows, Mac) and mobile devices (iPhone, iPad, Android).LiveChat screenshot: LiveChat - ChatsLiveChat screenshot: LiveChat - Visitors listLiveChat screenshot: LiveChat - Chat window customizationLiveChat screenshot: LiveChat - Chat surveysLiveChat screenshot: LiveChat - ReportsLiveChat screenshot: LiveChat - Ticket sources reportLiveChat screenshot: LiveChat - Dashboard - a real-time glimpse of your customer service to display on a big screen

LiveChat Pricing

Starting from: $16.00/month

Pricing model: Open-source, Subscription

Free Trial: Available (No Credit Card required)

LiveChat is offered as SaaS - paid recurrently, price depends on number of live chat operators using the service.

LiveChat is available in 5 plans:
Starter - from $16 per seat/month
Regular - from $30 per seat/month
Team - from $33 per seat/month
Enterprise - from $50 per seat/month
Enterprise Plus - $149 per seat/month

View Pricing Plans

Key Features of LiveChat

  • Fully customizable chat window and buttons (logo, colors)
  • Operator activity reports and analytics
  • File sharing
  • Integrations with third-party services
  • Smart or manual chat routing
  • Mobile apps for iOS and Android
  • Built-in help desk
  • Proactive chats and triggers

Security and privacy

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

Yes
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

LiveChat Overview

LiveChat is a beautiful and simple online chat solution that allows customer service agents to contact customers directly on their website. Within several minutes from signing up you will be able to help online visitors find what they need before they leave your site.

LiveChat comes with:

-- Web chat window
Easy to implement, customize and rebrand. Beautifully simple chat window with out-of-the-box templates available. Compatible with all modern browsers.

-- Simple to use agent applications
LiveChat is available for agents using web browser, dedicated applications for Windows, Mac OS X and mobile devices running iOS and Android. Designed specifically for providing top-tier customer service.

-- Analytics & Reporting
Reports covers daily activity of each agent. This includes not only the efficiency of your invitations, number of chats and information about time spent with the customer, but also customer satisfaction breakdown by agents, groups and entire team. Daily Summary delivered straight to your mailbox, Dashboard to display on the big screen in your office and on demand reporting complete LiveChat as a perfect solution for data-driven companies.
  www.livechatinc.com

Specifications

Intended Users
Freelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, iPad, Mac, Windows, Web-based
Supported Countries
Asia, Australia, Brazil, Canada, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom, United States
Supported Languages
Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian
Support Options
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials

Benefits

- Increased number of successful transactions.
- Increased average order value.
- Increased sales conversion rate and customer satisfaction level.
- Customers able to chat live with the sales person.
- Secure and reliable communication channel.

LiveChat Reviews & Ratings

User ratings

(112)
(12)
(0)
(1)
(1)

Rating summary

Overall rating
Ease of use
Value for money
Customer support

Customer Service

Verified Reviewer  5 days ago

Mirna Sabbagh Muslmani, Nutritionist and Breastfeeding Specialist at myPediaclinic
I used livechat and found it very helpful. I will no longer be using livechat for online consultations as I started a new job. Andrzej very very patiently helped me solve the problem even though I have very minimal experience with dealing with problems with the website.

Pros: Customer service is excellent I found Andrzej to be fantastic and extremely helpful.

Cons: None that I can recall. I am uninstalling it because I don't need it anymore

Live Chat changed our life!

Verified Reviewer  29th of March

Sara Allen, Entrepreneur-AllenSquared Associates
Live Chat changed the way we support customers by streamlining the process on BOTH our end and the customer's end. We have a robust service tailored to Managers, however Live Chat allows us to open the doors and support ANYONE using our service, which takes some burden off Managers making our service that much more attractive. In addition to support, we use Live Chat on our main site for folks that are interested in learning more about our service. When vetting our company, leads can get information ASAP from a real person rather than relying solely on an automated email campaign. How cool is that? This is a MUST HAVE for any business providing customer support. The interface is user friendly, canned responses are a LIFE SAVER and the stats and site visitor information is on point. Not to mention, if you ever need help or have a question Live Chat is there to support me 24/7. We all know that's a rarity, especially in tech. So my advice to you, put your customers first and SIGN UP NOW!

Rating breakdown
Ease of use
Value for money
Customer support

Thumbs up for LiveChat!

Verified Reviewer  28th of February

Stephanie Hao, Customer Care Specialist
I've used LiveChat for my company's website (we're a small lingerie retailer) and I couldn't be happier. The app is fantastic, easy to use, and gets consistent praise from our customers. They buy much more after chatting and view it as amazing service. Am also really impressed with the app's customer support - Daniel Z in particular is responsive, so friendly, and goes above and beyond to help us with whatever questions or issues we have. Great example for my team!

Pros: Ease of use, analytical features, customer support from the app, design.

Cons: Easier day to day stat viewing, but really I have no cons. Every suggestion I've made has been met with a thoughtful response and we couldn't be happier with the app makers.

Rating breakdown
Ease of use
Value for money
Customer support

Highly recommended!!!

Verified Reviewer  15th of January

Creative Director and Marketing Consultant (Marketing and Advertising company, Myself Only employees)
it does what it says on the tin. One of the most user friendly apps you can find on the market. I really like their no bullshit approach to everything. Keep up the good work guys.

Pros: ease of use the most amazing customer support and trust me - it is idiot-proof

Cons: the reporting could be tad more in depth but had to think hard about it

Rating breakdown
Ease of use
Value for money
Customer support

AMAZING!

Verified Reviewer  14th of January

A verified reviewer
Business size 1-10 staff Our businesses supply drug & alcohol testing equipment as well as alcohol monitoring devices. Live Chat has been amazing for us! Sometimes our customers use this to order, we get 'sensitive' enquiries from anonymous people about drugs, new prospects like to ask questions to try us out and see what our customer service is like etc. It has also been great for those that have poor English, we get them to go to our website and communicate through Live Chat rather than over the phone. Live Chat is a great way to talk to clients in not such a formal way. Would most definitely recommend!

Pros: I love how versatile this is, I often play around and change greetings and eye catchers to see what works best. Customer service is brilliant.

Cons: In New Zealand the word CHAT has negative connotations, would love to see more eye catchers without the word chat, maybe TALK or HELP could be substituted? Billing is a bit hit and miss, I get emails each month telling me my subscription is about to expire...not sure if I need to do something to sort this out?

Rating breakdown
Ease of use
Value for money
Customer support

Customers Love it!

Verified Reviewer  13th of January

Operations Coordinator (Chemicals company, 501-1000 employees)
We receive positive feedback on a daily basis from customers. They love how quick and easy it is to get the information they need using LiveChat. We have agents of all ages and computer skill levels using the program- it's easy for everyone. I would recommend LiveChat to anyone looking to boost their customer satisfaction.

Pros: Customer support and response times are really amazing! Great apps for all platforms, iPhone, iMac, Windows.

Cons: None that come to mind.

Rating breakdown
Ease of use
Value for money
Customer support

AWESOME!

Verified Reviewer  7th of January

Mario Garit, Jr., CEO/FOUNDER Haunted House Makers
We've been using LIVECHAT for a few years now and we just LOVE IT! Ticketing System is agile, implementation was easy and it takes messages when the livechat is closed for the night! We absolutely love this product and has boosted our business 10 fold! Thanks for a Great Application!!!

Rating breakdown
Ease of use
Value for money
Customer support

Game changer for my eCommerce site.

Verified Reviewer  6th of January

Ryan Pinke, Visual Collaboration Specialist
After testing many website based chat tools, LiveChat's tool proved to be the easiest to manage website visitors for my needs. Once I started using the tool to connect with visitors in real time the yearly subscription paid for itself in the first 24 hours.

Pros: Ease of use for back end and client. Integrates to numerous other marketing programs (Constant Contact, etc). Real Time visitor tracking.

Cons: Prefer the older versions of the app vs the new one.

Converting Clicks to Clients

Verified Reviewer  6th of January

Luke Salway, Managing Director for NLP Top Coach
What I love most about LiveChat is that I can engage INSTANTLY with whoever has just landed on our website. If anyone has a question, we can answer straight away, which often leads the prospect to becoming a paid client...it's money in the bank, and provides wonderful customer service.

Rating breakdown
Ease of use
Value for money
Customer support

LiveChat Works

Verified Reviewer  4th of January

Kathryn McCormick, Operations Manager at Matrix Diagnostics Ltd
LiveChat has really worked for our small business. It has allowed us live access to customers needs and never lets us down. We've been using for some time now and have had no issues but lots of fantastic leads.

Pros: Catching passing customers on our website. Easy to Use.

Rating breakdown
Ease of use
Value for money
Customer support

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Frequently used together

Alternatives to LiveChat

HipChat
  • · Unlimited chat rooms
  • · Drag & drop file sharing
  • · Private 1-to-1 chat
  • · @mentions
Visit WebsiteCompare App
HipChatCollaboration
LiveAgent
  • · Multichannel support(Email, Voice, LiveChat, FB and Twitter)
  • · Intelligent Spam Filter
  • · Live Chat
  • · Gamification
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LiveAgent Customer Service & Support
ClickDesk
  • · Blazing fast live chat
  • · Lite Email Helpdesk
  • · Voice Chat
  • · Social Toolbar
Learn MoreCompare App
ClickDeskCustomer Service & Support

GetApp Analysis

Reduced bounce rates are often tied to increased conversions. However, many businesses remain mystified at how they can better target and engage with leads on their own websites. LiveChat is a web-based solution that provides a way to do just that, allowing customer support agents to communicate with website visitors in real-time.

LiveChat was built for sales and support teams at companies of all sizes, and more than 15,000 companies are already using the solution. In addition to its popular live chat feature, which enables service agents to communicate with leads on their websites in real-time, LiveChat also includes features such as help desk ticketing system, tags, file-sharing, reports, feedback statistics, and eCommerce capabilities for measuring the impact chat has on online sales. Businesses can customize the look of their live chats to develop better brand awareness, and they can access previous communications with website visitors through their LiveChat archives.

What is LiveChat?

LiveChat helps businesses give their customers a hand. The solution can be used for two different, although equally important, scenarios. Sales teams can use the cloud-based application to increase the number of transactions and the average value of customer orders that come in through their websites. Meanwhile, support teams can use LiveChat to improve overall customer happiness and resolve complaints or other issues in less time.

Almost as soon as businesses have signed up for LiveChat, service agents using the tool can begin reaching out to help their customers find what they need. This alone has been shown to reduce bounce rates and churn rates, and it can often increase customer satisfaction levels. Because LiveChat was built from scratch to be used as a sales and support tool, it was designed to support some of the fastest customer service among chat providers. LiveChat is the only provider currently on the market with customer support available 24 hours a day, seven days a week, 365 days a year for all customers.

Main Features

Chatting with Customers

At the core of LiveChat is a real-time chat tool, which service and support agents can use to communicate with website visitors in real-time. This tool helps users target the most promising leads and engage them before they've had time to bounce.

Jump right in with an offer to help a customer on your website using LiveChat's chat feature. LiveChat prepares you for the conversation by providing you with details about any previous communication the online visitor has had with your company. You can also transfer challenging chats to your teammates and use pre-made canned responses to improve response times. Additional information can be gathered from external sources like Facebook, CRM application or email marketing systems.

Tracking Visitors with Tickets

Tickets continue a company's communication with a customer if that customer's issue isn't solved on the spot via chat. Integrations with email marketing solutions, like Mailchimp, ensure that interactions don't end, by subscribing customers to mailing lists.

With LiveChat, you can create a new ticket manually during the ongoing chat session or from an archived chat. When your LiveChat is offline — usually during non-business hours, when your sales teams are not in the office — website visitors are encouraged to fill out ticket forms. LiveChat also allows you to forward emails from particular email addresses into its customizable ticketing system.

Customizing Chat Windows

Customization features make it possible for businesses to adjust the look of their chat windows to improve brand awareness and messaging. Users can select a chat window skin and add company logos. They can also use custom CSS for advanced design tweaks.

Make sure customers know which company they're talking to by adding a logo for your business to your chat window. LiveChat gives you the option to make your own buttons or to use pre-made chat buttons that fit your website's existing design. White label options also allow you to remove the "Powered by LiveChat" message that visitors see when they communicate with your team. Agents are able to upload their own pictures for even more personal communication.

Generating Reports

Sales and support teams can't improve if they don't know what they're doing right and wrong. With reports, LiveChat users can easily see how many chats they've gotten, how their operators are handling those real-time discussions, and how satisfied their visitors feel at the end of their online chat sessions.

Click over to the Reports section of your LiveChat account to view detailed metrics. LiveChat displays the information as charts, which can be sorted and filtered by agent or time period. You can also see the visitor satisfaction ratings and chat availability records, and you can track how many chats ended with a sale, website registration, or other targeted goal. Export of the analytics is also available in higher plans, so data-driven companies can use the data for creating advanced reporting.

Creating Chat Surveys

Visitor information is incredibly useful for sales and support departments. LiveChat has a seamless way to collect that data with online chat surveys.

Create a pre-chat survey that shows up at the beginning of each online chat. This survey can ask your visitors for basic information, such as their name or email address, before their real-time chats begin. However, it can be also used in more advanced scenarios, like directing customers into particular departments of the company. If you prefer, you can also implement post-chat surveys, which are a useful way to assess the quality of agents and the satisfaction level of customers who've interacted with your team. Data from chat surveys, along with the chat history, is exportable for further reference to external solutions like CRM applications, help desk software, email marketing applications and marketing automation tools.

Integrations

LiveChat integrates with a number of third-party services, including those in the analytics, CMS, contact management, CRM, desktop sharing, eCommerce platforms, email marketing, file sharing, help desk, invoicing, and social media categories.

A few of the many third-party services that LiveChat integrates with include Magento, Shopify, BigCommerce, Desk.com, Mailchimp, Salesforce, Facebook, Dropbox, and Zapier.

Pricing

LiveChat offers five pricing plans to support the needs of customers of various sizes: the Starter, Regular, Team, Enterprise, and Enterprise Plus. Organizations can create as many accounts as they need. The number of purchased seats decides the number of agents that can be logged into the service at the same time.

Prices for LiveChat start at $16 per seat, per month, and increase to $149 per seat, per month.

Bottom Line

  • Allows for real-time communication with website visitors
  • Designed from scratch to be used as a sales and support tool
  • Independent from third-party software and IM networks
  • Helps agents engage with promising leads
  • Shown to have a positive result on average transaction size and customer satisfaction
  • Used by companies of all sizes, including SMBs and enterprises

FAQs for LiveChat

Below are some frequently asked questions for LiveChat.

Q. What are the main features of LiveChat?

LiveChat offers the following features:

  • Fully customizable chat window and buttons (logo, colors)
  • Operator activity reports and analytics
  • File sharing
  • Integrations with third-party services
  • Smart or manual chat routing
  • Mobile apps for iOS and Android
  • Built-in help desk
  • Proactive chats and triggers

Q. What type of pricing plans does LiveChat offer?

LiveChat has the following pricing plans:

Starting from: $16.00/month
Pricing model: Open-source, Subscription
Free Trial: Available (No Credit Card required)

Q. Who are the typical users of LiveChat?

LiveChat has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business

Q. What languages does LiveChat support?

LiveChat supports the following languages:

Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian

Q. What type of pricing plans does LiveChat offer?

LiveChat has the following pricing plans:

Free Trial, Open-source, Subscription

Q. Does LiveChat support mobile devices?

LiveChat supports the following devices:

Mac, Windows, Web-based

Q. Does LiveChat offer an API?

Yes, LiveChat has an API available for use.

Q. What other apps does LiveChat integrate with?

LiveChat integrates with the following applications:

iContact Email Marketing, Twitter, Woopra, Wordpress, ActiveCampaign, BigCommerce, MailChimp, SugarCRM, Shopify, FreshBooks, 3dcart, Zendesk, Base CRM, Desk.com, Zoho CRM, Basecamp, JIRA Software, Highrise CRM, HipChat, Dropbox, Podio, Joomla, Join.me, Capsule, Spark Pay, GetResponse, HubSpot, Volusion, Infusionsoft, Microsoft Dynamics CRM, Salesforce, Pipedrive, Asana, Twilio, Weebly, Kissmetrics, Mixpanel, Campaign Monitor, TeamViewer, Wix, Google Analytics, Magento , LogMeIn Rescue, Business Catalyst, CoreCommerce, Drupal, amoCRM, Nutshell CRM, Facebook, Google Docs, Slack, Benchmark, ProProfs Knowledge Base, Zapier, Autopilot, PrestaShop, Talkdesk , Firefly, Google AdWords, Segment , WooCommerce, elevio, ekmPowershop, OSI Affiliate Software, X-Cart, FullContact, WHMCS, Ecwid, Zen Cart

Q. What level of support does LiveChat offer?

LiveChat offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials


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