LiveChat Features

The use of real-time chat allows us to communicate with our clients in a highly productive manner. We have found that creating many agent accounts and assigning specific tasks to different teams of workers helps us do more in less time.

Its price tag is higher than those of its rivals. The delay in getting chat messages is annoying and often leads to misunderstandings. It takes time for support to respond and fix the issue we report.

LiveChat is very easy to use. It has user-friendly interface. And simplifies my daily work. I can solve problems with the help of this software.

Sometimes it has bugs. But not often, so it doesn't get inconvenient.

Livechat has provided a really useful platform for us to get started with livechat provision on our site. The chat interface itself is easy for agents to use. It is also inexpensive compared with other similar platforms.

There are some important features missing or lacking. Spell check within the livechat itself is crucial for agents to ensure we are always putting our 'best foot forward', while trying to respond quickly to visitors. The automated greetings are great but lack the ability to set logic within the conditions, meaning I don't have quite the level of control I would like over the greetings. The CRM integration...

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Hi Annabel, Thank you for your feedback, we do our best to create the best live chat experience for our customers and to constantly improve our product. If you don't mind, our Customer Success Team will be in touch to collect a few more information regarding some of the issues you experienced. Cheers, LiveChat Team

It is a convenient and cost-effective communication channel that enables businesses to connect with their customer in real-time, address multiple queries simultaneously, and generate higher customer satisfaction levels.

There are some drawbacks to live chat which include a lack of personal touch, technical challenges that can impact negatively on transactions, language barriers, limited functionality, and agent non-availability on a real-time basis.

Allows an easy way to have contact with customers and allows us to connect to more customers in a smaller amount of time. Has lots of different integrations with other applications.

The cost of the service can be off-putting compared to other services.

Live chats and help desk are really easy to use.

None as such since all the features are user friendly

The feature that I like the most is that it can be integrated into the sites. The best live chat integration I have used on my own sites works both on wordpress and on a site made from scratch and it works very well for me. And let me add that it's customizable, I think it's one of its best features, and it's also a tool without the need for a purchase. Many features are offered to you for free.

I don't think it had any shortcomings, because it was not a good thing that it could not be added to a complete integration only mobile applications, maybe there is, but I couldn't find it, but that's it.

I like how easy it is to deploy the software on my website and the customization ability that it provides to me. One can customize everything from the chat design the colors and the pop ups the visitor will see. There is availability to custom design it to go with your websites design. The software has availability for multiple users, and 3rd party app integration enabling us to take our prospective client from start to closing in our sales process

The only feature id like to be able to remove is the live chat link at the bottom of our chat pop up. Other than that everything is superb.

User-friendly interface: LiveChat's interface is easy to use and navigate, making it simple to manage chats with customers.Customization options: LiveChat allows for customization of the chat widget, chat window, and chat greetings, which can help to reinforce brand identity.Integration with other platforms: LiveChat integrates with a variety of platforms, including WordPress, Shopify, and Facebook, making it easy to manage chats from one central location.Robust reporting and analytics: LiveChat offers in-depth reporting and analytics features that help businesses to track important metrics, such as customer satisfaction and agent performance.Mobile app: The LiveChat mobile app makes it easy to manage chats on-the-go.

Limited automation: While LiveChat offers some automation options, such as chat greetings and canned responses, it lacks more advanced automation features.Limited customization for agents: There is limited customization for agent profiles, which could impact branding efforts.Limited integrations with other platforms: While LiveChat integrates with some popular platforms, it does not have integrations with all platforms, which could be a limitation for some businesses.Limited customer support options: LiveChat's customer support options are limited, with no phone support available.

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.

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.

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). ...

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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.

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.

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.

Live chat is a basic, essential, and effective tool for customer relationship management and sales. Having this software integrated into our website has significantly impacted our reputation and bottom-lines. We virtually stalk (lol) clients activity on our website and give the relevant nudge to make a buy, or give the necessary assistance in times of need. Great news is that it does not require massive...

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I do not have so much to say about the mobile version. It requires a lot of optimization so as to bring it to the level of the web version. This will fetch the company more money through purchases, and paid adverts on the app platform.

I love how simple it is to keep in communications with our customers. It is an easy software to use and has some features that make things much easier for customer service representatives. My favorite part is the canned responses or snippets. It makes things easier when keeping up with company expectations of what is expected in a call.

Some of the manager options could be a little easier to use. When monitoring a chat that someone else is taking occasionally there is a delay.

We find LiveChat to be very user friendly, and especially like the API functionality.

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

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

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.

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.

chat is instant, fast reply and appropriate geo-location.

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

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.

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.

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.

What I like is that it allows quick and real-time interactions with customers. It is an assistance system that, as a communication tool on web pages, benefits many sectors in the company. I like this tool because it is quite easy to use and it is a service that allows first year to know the concerns and wishes of customers

It is not a complicated tool and it brings long-term benefits to the company since customers feel personalized care and its functions are easily adaptable.

The LiveChat chat system continues to astound me with its flexibility and power while maintaining an easy-to-use, intuitive, and straightforward user interface. Administrative tasks are an ease and a delight (and I don't say that lightly)! Upscaling is simple, and their customer service representatives are pleasant to speak with and really helpful. The developer documentation portal for their APIs and libraries is, without a doubt, the best example I've ever seen. If you're looking for a way to integrate or customize LiveChat, this is a significant plus.

In comparison to the PC versions, the mobile app needs a lot of work, and we won't see all of the live chat features there.

1. Real-time Communication: Live chat software provides real-time communication between team members, allowing for quick and efficient communication.2. Accessibility: Live chat software can be accessed from anywhere with an internet connection, making it easy for remote team members to stay connected with the rest of the team.3. Notification System: Live chat software typically has a notification system...

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1. Distractions: Live chat software can be a distraction for some team members, especially those who are easily distracted by notifications and messages.2. Security: Live chat software may pose security risks if sensitive information is discussed over the platform without proper encryption and security measures.3. Miscommunication: Live chat software may lead to miscommunication or misunderstandings if team members misinterpret messages or tone.4. Lack of Face-to-Face Interaction: Live chat software does not provide face-to-face interaction, which can be important for building relationships and understanding tone.5. Overreliance: Overreliance on live chat software can lead to a lack of in-person communication, which may hinder team bonding and creativity.

LiveChat integrated perfectly with our business, the software is fast and allows us to reduce the average service. Because we are able to solve our customers' problems more quickly, we were able to expand our customer portfolio. This means increased revenue for our company. But the most positive effect was being able to improve the way our company was seen in the market. The best thing about LiveChat is that it allows us to work and at the same time provide support to our client, because whenever there is a new interaction, the software emits an audible warning on the mobile device and this allows us to be answering questions in real time.

Well, we currently face only a few difficulties with the usability of the app for mobile devices, because the web version of LiveChat is perfect, but the mobile version and a little limited, in my view, needs to expand the features in the mobile version, such as the resolution tags that are not allowed to be added in each contact, but the web version has this function. Another issue that implies the use of LiveChat is the cost of implementation, which is a little high by the standards of some companies.

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...

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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.

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.

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...

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