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LiveChat

Beautiful Live Chat Software for Amazing Customer Service
23 reviews
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Who is LiveChat For?

  • 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

Key Features

  • Super-quick implementation
  • Easy-to-use for all website visitors
  • Turns support reps into rockstars
  • Great for multioperator teams (transfers) and multiple sites
  • Fully customizable chat window and buttons (logo, colors)
  • Canned responses, chat history, customizable notifications
  • Click-to-chat + visitor queueing
  • Operator activity reports & analytics
  • Website real-time monitoring with visitor path on website
  • Pro-active visitor engagement with graphic/text invitations
  • Pre-chat and post-chat surveys with exportable results
  • Visitor information: keyword, referrer, geolocation & more!
  • File sharing
  • Ticket management
  • Social media integration

Security and privacy

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages
Yes
Multi-factor authentication options
Yes
Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

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.

Sign up for a free LiveChat trial - no credit card required!
  www.livechatinc.com

Specifications

Intended Users
Freelancers, Large Enterprises, Mid Size Business, Non Profits, Public Administrations, Small Business
Devices Supported
Android, 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, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish
Support Options
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials
Certifications
Safe Harbor

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

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 is available in over 30 languages, including:
* Bahasa Indonesia
* български
* Català
* Česky
* 简体中文
* Dansk
* Deutsch
* English
* Español
* Eesti
* Français
* Ελληνικά
* Hrvatski
* Italiano
* 日本語
* 한국어
* Lietuvių
* Latviešu
* Magyar
* Nederlands
* Norsk (bokmål)
* Norsk (nynorsk)
* Polski
* Português
* Português brasileiro
* Русский
* Română
* Slovenčina
* Slovenščina
* Srpski
* Suomi
* Svenska
* ไทย
* Tiếng Việt
* Türkçe
* Українська

User Reviews

Verified
Reviewer

Purely, simply amazing.

A verified reviewer29th of May 20:06

It does everything you could possibly want it to do and more. I love being able to take all chats to my phone, so I can practically provide live chat 24/7. The support is the best live chat software support I have ever worked with, and they will bend head over heals to make sure that your feature request or any other type of request is completed to your satisfaction. Great software.

Response from LiveChat Software S.A.


Hello and thank you for your review. Just wanted to let you know that we do have support for downloadable applications - please visit www.livechatinc.com/product to download the app for you.

Verified
Reviewer

very happy

A verified reviewer22nd of May 12:23

Good solution and lots of stuff you can modify based on your needs can only recommend as other solutions when tested didnt do anything that convinced us to switch

Response from LiveChat Software S.A.


Thanks for all the kind words!

Verified
Reviewer

Excellent service with over the top support!

Mackenzie Horn, Mackenzie Horn specializes in Motorsport technology, distribution and E-commerce21st of May 14:27

I switched away from Liveperson and the change has been nothing but positive. The product is easier to use and the support is immediate and helpful. We have more live chats than we used to and it costs less. I would recommend this platform for any website looking to utilize live chat.

Verified
Reviewer

Splendid tool

Gabi Guedj, Seasoned Executive customer support with vast experience in satellite & Internet services, Contact center operation29th of April 11:01

We are using the chat tool for about 1 month and are really enjoying it as our customers. It is a very easy and intuitive tool that let you do almost anything you need on the daily operation. Their support is great. They always have quick answers and information from their knowledge base ready for almost any question.

Verified
Reviewer

LiveChat is such an awesome tool and their support team is even better!!

A verified reviewer23rd of April 20:09

I've had the pleasure of working with Daniel Zieliński, from their support team, because i was having issues with the Livechat and Salesforce integration. I too am apart of a support team, so i know what its like to be given top tier support and not just be treated like someone who doesn't matter. Their product is so easy to use and the integration from Livechat to Saleforce cases has been a HUGE win. Its soo easy and i wouldn't know why isn't everyone using them. Their support team ROCKS as well.

Verified
Reviewer

Amazing support!

Therese Crews, Sales at SmartVault Corporation23rd of April 19:56

I absolutely love LiveChat! The apps are amazing, it's easy to use and has a ton customization option! I've had a couple issues with my desktop app, but their support team is so quick to help and wonderful! Would definitely recommend!

Verified
Reviewer

Advanced and full of features, but still easy to use and configure!

Magnus Larsson, CIO at H1 Communication AB23rd of April 12:02

We are using LiveChat for a bunch of our clients and we are today servicing more than 30 000 customers per month in LiveChat. The setup is very easy and it is even possible for non non-techies to configure and maintain the system. Still the system is full of advanced features which makes it possible for us to adapt the system to our customer needs.

Verified
Reviewer

Outstanding result!

Tatiana Klien, CEO at Anta Plumbing Inc23rd of April 02:21

We planned to get LiveChat for couple years, we were very scare to have this feature on our website. To have 24/7 access to real person is not easy task to deal. Now I regret that I did not try at least this option. Now we have consultation over the chat every day and every night, assist our customers right in the same second with no phone calls (at night for example I don't have to open my sleepy mouth, I can describe the solution in a sec over the Chat system, I am walking the dog? 1am? No problem, you want to get appointment for tomorrow at 6am - DONE ! We had customer who cannot speak! They use Chat as the only option to communicate! Love it love it love it! We had customers who were offenders (kids) , we just ban them for couple days :) A lot of people at work cannot use phone to arrange appointments, by Chat - simple - get the quote - no problem, get the idea how to unblock the toilet- no problem. Great software to use and bring new level of customer service.

Verified
Reviewer

Great live chat software

Anthony Carter, Directeur bij LiveChat Pro, de managed live chat provider22nd of April 14:07

We are a managed live chat provider with a large team of chat operators. We use the software as part of our service towards our customers. We manage live chat on their websites. This requirement, managing multiple websites, was very important to us. As one of the few players ot there, LiveChat Inc's software meets this requirement.

Verified
Reviewer

Slick, easy to use, powerful, never fails.

Mark Fordham, VP of Services22nd of April 13:52

My organization has used LiveChat for several years through our integration with ZenDesk. It is seamless, powerful and my team simply loves how it works. Customers get a kick out of real-time, chat support. LiveChat makes it happen.

Write a review
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  • · Customizable chat windows to suit your branding
  • · Analytics of visitors such as the country they come from
  • · Know which page customers are looking at on your site
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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 10,000 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.

LiveChat can be used through web browser or dedicated desktop and mobile apps

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.

Customers display LiveChat Dashboard on the big screens in their offices.

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.

Chats

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.

Detailed reporting in LiveChat provides information about customer satisfaction, ecommerce conversion and customer support efficiency.

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.

Theme Customization

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.

Reports

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.

Chat Surveys

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:

  • Super-quick implementation
  • Easy-to-use for all website visitors
  • Turns support reps into rockstars
  • Great for multioperator teams (transfers) and multiple sites
  • Fully customizable chat window and buttons (logo, colors)
  • Canned responses, chat history, customizable notifications
  • Click-to-chat + visitor queueing
  • Operator activity reports & analytics
  • Website real-time monitoring with visitor path on website
  • Pro-active visitor engagement with graphic/text invitations
  • Pre-chat and post-chat surveys with exportable results
  • Visitor information: keyword, referrer, geolocation & more!
  • File sharing
  • Ticket management
  • Social media integration
Q. How much does LiveChat cost?

We have the following pricing information for LiveChat:

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

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, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Turkish

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:

Android, iPhone-iPad

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:

Desk.com, Google Analytics, Salesforce, Zendesk, Shopify, MailChimp, Dropbox, Facebook, 3dCart, ActiveCampaign, AmeriCommerce, amoCRM, BigCommerce, Campaign Monitor, CoreCommerce, Drupal, FreshBooks, GetResponse, Highrise CRM, iContact, Joomla, LogMeIn Rescue, Magento , SugarCRM, TeamViewer, Volusion, Wordpress, Join.me, Google AdWords, PrestaShop, Segment , Talkdesk , Woopra, Wix, HubSpot, Infusionsoft, Google Docs, Slack, Firefly, Zapier

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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