LiveChat Features

LiveChat

Premium Customer Service Software for Live Chat & Help Desk

4.64/5 (1,078 reviews)

LiveChat Feature Summary

  • Fully customizable chat window and buttons (logo, colors)
  • Operator activity reports and analytics
  • Mobile apps for iOS and Android
  • Built-in help desk
  • Proactive chats and triggers
  • Goal management
  • Canned responses
  • Ticket form
  • Multiple website support
  • Automated follow-ups
  • Tag-based reports
  • Interactive reports
  • Group statistics
  • Staffing prediction
  • Agent activity reports
  • On-demand reporting
  • First response time reporting
  • Average response time reporting
  • Automated greetings
  • Proactive chats
  • Mobile chat window
  • Credit card masking
  • Banned visitors list
  • Security assistance
  • Chat windows translations
  • Pop-up or embedded chat window
  • Chat window CSS customization

LiveChat Features In Depth

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.

Competitor Feature Comparison

"What If" Scenarios
API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Applications Management
Archiving & Retention
Auditing
Authentication
Auto-Responders
Automated Scheduling
Automatic Lead Distribution
Automatic Notifications
Business Analysis
CRM Integration
Call Recording
Cash Management
Charting
Chat
Chat Transcript
Collaborative Review
Contact Database
Contact History
Contact Management
Custom Fields
Custom Forms
Customer Database
Customer History
Customer Profiling
Customizable Branding
Customizable Templates
Data Filtering
Data Import/Export
Data Visualization
Drag & Drop Interface
Email Integration
Email Templates
Email Tracking
Employee Profile
Event Triggered Actions
Feedback Collection
File Management
File Transfer
Filtered Views
Forms Management
Goal Setting / Tracking
Help Desk Integration
Help Desk Management
History Tracking
Instant Messaging
Labeling
Mobile Integration
Multi-Channel Communication
Multi-Company
Multi-Language
Multiple User Accounts
Offline Access
Performance Reports
Permission Management
Ratings & Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Request Routing
Role-Based Permissions
Rules-Based Workflow
SSL Security
Sales Tracking
Search Functionality
Single Sign On
Social Media Integration
Summary Reports
Support Ticket Management
Support Ticket Tracking
Survey Management
Surveys & Feedback
Tagging
Third Party Integration
Timeline Management
Two-Factor Authentication
Visitor Tracking
Visual Analytics
Web Forms
eCommerce Integration
Visit WebsiteCompare App
"What If" Scenarios
API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Applications Management
Archiving & Retention
Auditing
Authentication
Auto-Responders
Automated Scheduling
Automatic Lead Distribution
Automatic Notifications
Business Analysis
CRM Integration
Call Recording
Cash Management
Charting
Chat
Chat Transcript
Collaborative Review
Contact Database
Contact History
Contact Management
Custom Fields
Custom Forms
Customer Database
Customer History
Customer Profiling
Customizable Branding
Customizable Templates
Data Filtering
Data Import/Export
Data Visualization
Drag & Drop Interface
Email Integration
Email Templates
Email Tracking
Employee Profile
Event Triggered Actions
Feedback Collection
File Management
File Transfer
Filtered Views
Forms Management
Goal Setting / Tracking
Help Desk Integration
Help Desk Management
History Tracking
Instant Messaging
Labeling
Mobile Integration
Multi-Channel Communication
Multi-Company
Multi-Language
Multiple User Accounts
Offline Access
Performance Reports
Permission Management
Ratings & Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Request Routing
Role-Based Permissions
Rules-Based Workflow
SSL Security
Sales Tracking
Search Functionality
Single Sign On
Social Media Integration
Summary Reports
Support Ticket Management
Support Ticket Tracking
Survey Management
Surveys & Feedback
Tagging
Third Party Integration
Timeline Management
Two-Factor Authentication
Visitor Tracking
Visual Analytics
Web Forms
eCommerce Integration
Visit WebsiteCompare App
"What If" Scenarios
API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Applications Management
Archiving & Retention
Auditing
Authentication
Auto-Responders
Automated Scheduling
Automatic Lead Distribution
Automatic Notifications
Business Analysis
CRM Integration
Call Recording
Cash Management
Charting
Chat
Chat Transcript
Collaborative Review
Contact Database
Contact History
Contact Management
Custom Fields
Custom Forms
Customer Database
Customer History
Customer Profiling
Customizable Branding
Customizable Templates
Data Filtering
Data Import/Export
Data Visualization
Drag & Drop Interface
Email Integration
Email Templates
Email Tracking
Employee Profile
Event Triggered Actions
Feedback Collection
File Management
File Transfer
Filtered Views
Forms Management
Goal Setting / Tracking
Help Desk Integration
Help Desk Management
History Tracking
Instant Messaging
Labeling
Mobile Integration
Multi-Channel Communication
Multi-Company
Multi-Language
Multiple User Accounts
Offline Access
Performance Reports
Permission Management
Ratings & Reviews
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Request Routing
Role-Based Permissions
Rules-Based Workflow
SSL Security
Sales Tracking
Search Functionality
Single Sign On
Social Media Integration
Summary Reports
Support Ticket Management
Support Ticket Tracking
Survey Management
Surveys & Feedback
Tagging
Third Party Integration
Timeline Management
Two-Factor Authentication
Visitor Tracking
Visual Analytics
Web Forms
eCommerce Integration
Visit WebsiteCompare App

Mobile apps

iOS App


137 reviews

Requires iOS 11.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


1,524 reviews

LiveChat Feature Reviews

25 reviewers had the following to say about LiveChat's features:

James Omollo

Best software for enhancing the customer experience management

2018-05-28

I was able to manage and chat with our customers easily

Pros

The pricing is fair based on the contribution of the software to the progress of the company There is live support available 24/7 Its supported by the various leading platforms such as Android, Windows

Cons

There is difficulties and challenges while integrating the software with other CRM management applications that support customer service

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Dinesh Durai

Best Chat Software Ever

2017-11-29

24/7 Support from them and to our product.

Pros

Reports and activity monitoring.

Cons

I would need customization on Pre Chat Form. I wont get the details from Pre Chat form but Instead once chat is finished, I will get the details and then I would like to add it to the form for future reference.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Tesh Velikaya

Excellent service, it helps to save time on communication with customers!

2018-01-19

Convenient integration with third-party cloud storage services, CMS); Ability to install and work on your mobile device.

Pros

To establish such communication with an ordinary notebook is difficult (you can forget something or confuse it), and LiveChat allows you to not only save all information, but also control the quality of communication between employees and customers.

Cons

The second drawback is the lack of different possible interface languages.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Aleksandra

Great LiveChat tool

2013-09-05

It's a great tool for customer support with a clear overview of staff performance and friendly software.

Pros

- stats covers performance and makes monitoring staff easier - customer rating allowed - agent software - awesome integration with third-party applications

Cons

- is missing some of the features for ease of use - software/online agent interface is slower than our previous provider's due to canned replies being bit more complicated to use

Source: GetApp
3 of 3 people found this review helpful
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 51-200 employees)

LiveChat is everywhere!

2020-04-21

It integrates very nicely with our system providing good information regarding clients that come into chat

Pros

This product is very easy to use and has a great integration to Zendesk ticket management.

Cons

Should there be a disconnection, the chat is passed to the next available agent

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Medical Practice company, 51-200 employees)

Great system

2019-01-18

Always been easy to use. The ticketing system is fantastic for project management.

Pros

I love the ticketing system.very helpful to integrate our departments

Cons

Lack if integration with our dental software

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Oyinlola Hamzat

Makes our customer care efficient.

2018-01-23

Pros

We use the chat history feature, which backs all previous correspondence we must have had with a customer in time past, enable is to better trace recurrent customer problems, the few times they occur.

Cons

Livechat need to work on its third party integration capability.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Victor Adjei

No Helpdesk solution beats Livechat.

2018-08-20

Livechat has helped my organization grow its email marketing list via its integration with Mailchimp.

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Eric McNulty

LiveChat Is a Great Solution for a New Business but not larger Businesses

2018-12-11

However, it doesn't have enough features and integrations to help with a rapidly growing business.

Pros

. - Has an API and integrations

Cons

- Doesn't provide Multibrand support/customization. - API pulls limit the amount you can pull - Zendesk integration requires manual creation of tickets.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Kylie Hunt

This is the must have web chat solution.

2019-01-15

This solution has reduced by operating budget in the contact centre as it has reduced my call volumes by a third.

Pros

Set up was simple and easy, my agents love how easy it is to use. The knowledge base and canned responses make our response times quicker and more effective.

Cons

The chat bot integration was a challenge.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ana Leamaro

Very good live chat

2019-07-16

Pros

Very good live chat with lot's of options for larger teams. and big companies.

Cons

It's expensive and there's no social media integration.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Eric Martin

Outsourced Provider LiveChat Integration

2018-11-20

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.

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from LiveChat Software


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

Read more
Ebony Thomas

LiveChat is a Great Option for Connecting with Customers

2020-02-12

Although some customization have room for improvement, the clean and straightforward interface allows it to be a brand staple for chat assistance.

Pros

Customers are able to connect to chat quickly to receive assistance in a timely manner.

Cons

For the price, they can make their automatic greetings a bit more intuitive, as for now they are very generic.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Valerie Burnham

LiveChat is helpful for customer care

2020-11-04

Overall my experience with LiveChat has been great! I have been able to quickly respond to customers with custom canned replies.

Pros

It has a knowledge base feature and option to chat on demand or respond to tickets at a later time.

Cons

There is a disconnect between LiveChat and HelpDesk - the canned replies have to be entered separately into both locations which causes extra work.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Maria Silva

Love Live Chat!

2019-12-03

Their customer service is to a whole new lever always fast and professional to address issues.

Pros

No more phone calls they communicate through our chat now. Editable which not many software are.

Cons

Constantly needs to be monitored. The app could definitely use some help.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Annie A.

Great "Free" Customer Management SaaS

2019-03-13

Good product overall and at a very competitive price

Pros

Features such as chat, instant messages, incidents/ticketing and other customer management tools are offered with the freemium plan

Cons

Would be great to have more language features i.e. allow different users to see the description of the language features corresponding to their country ip address

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Great chat software to communicate with website visitors

2018-07-02

Pros

You can initiate chat manually or automatically, asking site visitors if they'd like any assistance.

Cons

Unfortunately we were also looking for a robust software that would tie in chat to email management. Since this service does not offer ideal email management, we discontinued use.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Source: Capterra
Helpful?   Yes   No
Read more
Brian Lambeth, CPCU ASLI

Pretty Great for Teams, Simple to Use, Cross Platform

2019-02-01

It is intuitive for our clients and the operators. It integrates with Hubspot and Wordpress very well.

Pros

The accountability for customer communication is helpful for business.

Cons

The price and lack of video chat / screen share.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Magnus Larsson

Verified Reviewer

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

2015-04-23

We are using LiveChat for a bunch of our clients and we are today servicing more than 30 000 customers per month in LiveChat.

Pros

- Advanced agent features such as templates, history, web site real time monitoring etc

Cons

- The reporting is OK but could be more "advanced"

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
Read more
Anthony Borsumato

Verified Reviewer

A brilliant solution and more!

2015-12-11

As well as the chat features which are great as a standard, the reporting and tracking of visitors on our website was so accurate, easy to use and live. The API meant that our developers could integrate it with our database of users to effectively create a CRM and ensure we could offer better service.

Pros

ease of installation, tracking of users, mobile apps available

Cons

cant' think of any. that good

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
Helpful?   Yes   No
Read more
Trevor Hatfield

Verified Reviewer

Solid Product

2015-12-17

I have used many Live Chat products and this has been the best one we've used at Inturact.

Pros

Easy to use and does the job.

Cons

Looking for deeper integrations into CRM

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
Read more
J Rosser

Best Associate Experience!

2016-10-13

We have some of the best service employees in the world and LiveChat Inc helps them shine everyday. Dashboard Reporting is easy to navigate and insights are at our fingertips.

Pros

- associate experience - dashboard reporting - search tickets

Cons

It would be nice if the chat box could completely disappear if we were in over our heads (vs just turning into a form to submit an email).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering LiveChat

We've used it in our native iOS app. And it's an amazing customer experience.

Source: Capterra
Helpful?   Yes   No

Response from LiveChat Software


Thanks for being so awesome, Jason!

And yes, there's definitely more great things coming in the near future! Thanks for the feature idea!

Read more
Laurie Glover

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

2018-07-24

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

Pros

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.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Michael Nanda

LiveChat keeping visitors happy with quick response

2019-08-18

Timely response to the visitors, good notification alerts, generation of form submission in non-working hours.

Pros

It has a good notification alert, we can enable voice message every time we receive a text from a visitor.

Cons

Live Chat has a good interface and functionality.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
(Financial Services company, 11-50 employees)

Very easy to use & integrate.

2020-02-12

Also gathering feedback from customers on what they like / dislike about the website and/or service is useful.

Pros

It's easy to integrate this with your website and to get feedback from customers who would normally bounce without providing any form of feedback.

Cons

The chat window customisation could use a little work to get it better fitting in with the exact design of your website.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more