LiveChat Features List

LiveChat

Premium Customer Service Software for Live Chat & Help Desk

4.75/5 (347 reviews)

LiveChat Feature Summary

  • Fully customizable chat window and buttons (logo, colors)
  • Operator activity reports and analytics
  • User activity monitoring
  • Surveys & feedback
  • Customer analysis
  • File sharing
  • CRM integration
  • eCommerce integration
  • Authentication & security
  • Goal setting / tracking
  • Multi-language
  • Smart or manual chat routing
  • Mobile apps for iOS and Android
  • Built-in help desk
  • Proactive chats and triggers
  • Visitor tracking
  • Real time monitoring
  • Ticket management
  • Email integration
  • Activity dashboard
  • File transfer
  • Alerts / escalation
  • Customizable templates
  • Event triggered actions
  • Mobile integration
  • Offline access
  • Request routing
  • Transfer management
  • Business analysis
  • Application integration
  • Applications management
  • Programming languages
  • Social media integration
  • Third party integration
  • Macros
  • Single sign on
  • Search functionality
  • Multi-channel communication
  • Help desk management
  • Help desk integration
  • Instant messaging
  • Feedback collection
  • Customer history
  • Cash management
  • Customizable branding
  • Collaboration review
  • API
  • "What If" scenarios
  • Chat
  • Email templates
  • Timeline management
  • Archiving & retention
  • Real time notifications
  • Chat transcript
  • Employee profile
  • Filtered views
  • Performance reports
  • Reporting & statistics
  • Real time analytics
  • Goal management
  • Trouble ticketing
  • Support ticket tracking
  • Ratings & reviews
  • Security & encryption
  • Two-factor authentication
  • History tracking
  • Contact history
  • Automated scheduling
  • Customer support tracking
  • Data visualization
  • Visual analytics
  • Charting
  • Labeling
  • Canned responses
  • Pre-chat & post-chat surveys
  • Ticket form
  • Multiple website support
  • Chat/ticket tagging
  • Automated follow-ups
  • Daily summary reports
  • Tag-based reports
  • Interactive reports
  • Group statistics
  • Staffing prediction
  • Agent activity reports
  • On-demand reporting
  • First response time reporting
  • Average response time reporting
  • Sales tracker
  • Automated greetings
  • Proactive chats
  • Mobile chat window
  • Credit card masking
  • Banned visitors list
  • Audit log
  • Access restriction
  • 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.

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (135 other apps)
Activity Dashboard (56 other apps)
Automatic Notifications (62 other apps)
CRM Integration (52 other apps)
Chat (131 other apps)
Contact History (51 other apps)
Customizable Branding (54 other apps)
Email Integration (59 other apps)
Instant Messaging (67 other apps)
Knowledge Base (81 other apps)
Monitoring (58 other apps)
Multi-Channel Communication (56 other apps)
Prioritizing (52 other apps)
Real Time Monitoring (46 other apps)
Reporting & Statistics (71 other apps)
Social Media Integration (56 other apps)
Surveys & Feedback (58 other apps)
Third Party Integration (63 other apps)
Ticket Management (50 other apps)
Workflow Management (46 other apps)

Competitor Feature Comparison

"What If" Scenarios
API
Access Control
Activity Dashboard
Alerts / Escalation
Application Integration
Applications Management
Archiving & Retention
Assignment Management
Audit Trail
Auditing
Authentication
Automated Scheduling
Business Analysis
CRM Integration
Call Routing
Cash Management
Charting
Chat
Chat Transcript
Collaborative Review
Contact History
Customer Analysis
Customer History
Customer Support Tracking
Customizable Branding
Customizable Templates
Data Import/Export
Data Visualization
Drag & Drop Interface
Email Integration
Email Notifications
Email Templates
Employee Profile
Event Triggered Actions
Feedback Collection
File Management
File Transfer
Filtered Views
Goal Setting / Tracking
Help Desk Integration
Help Desk Management
History Tracking
Instant Messaging
Knowledge Base
Labeling
Macros
Mobile Integration
Multi-Channel Communication
Multi-Language
Offline Access
Performance Reports
Programming Languages
Ratings & Reviews
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Reporting & Statistics
Request Routing
Routing Options
Rules-Based Workflow
SSL Security
Sales Tracking
Search Functionality
Self Service Portal
Single Sign On
Social Media Integration
Summary Reports
Support Ticket Tracking
Survey Management
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Timeline Management
Transfer Management
Trouble Ticketing
Two-Factor Authentication
Two-Way Audio & Video
User Activity Monitoring
Visitor Tracking
Visual Analytics
Widgets
eCommerce Integration
Visit WebsiteCompare App
"What If" Scenarios
API
Access Control
Activity Dashboard
Alerts / Escalation
Application Integration
Applications Management
Archiving & Retention
Assignment Management
Audit Trail
Auditing
Authentication
Automated Scheduling
Business Analysis
CRM Integration
Call Routing
Cash Management
Charting
Chat
Chat Transcript
Collaborative Review
Contact History
Customer Analysis
Customer History
Customer Support Tracking
Customizable Branding
Customizable Templates
Data Import/Export
Data Visualization
Drag & Drop Interface
Email Integration
Email Notifications
Email Templates
Employee Profile
Event Triggered Actions
Feedback Collection
File Management
File Transfer
Filtered Views
Goal Setting / Tracking
Help Desk Integration
Help Desk Management
History Tracking
Instant Messaging
Knowledge Base
Labeling
Macros
Mobile Integration
Multi-Channel Communication
Multi-Language
Offline Access
Performance Reports
Programming Languages
Ratings & Reviews
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Reporting & Statistics
Request Routing
Routing Options
Rules-Based Workflow
SSL Security
Sales Tracking
Search Functionality
Self Service Portal
Single Sign On
Social Media Integration
Summary Reports
Support Ticket Tracking
Survey Management
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Timeline Management
Transfer Management
Trouble Ticketing
Two-Factor Authentication
Two-Way Audio & Video
User Activity Monitoring
Visitor Tracking
Visual Analytics
Widgets
eCommerce Integration
Visit WebsiteCompare App
"What If" Scenarios
API
Access Control
Activity Dashboard
Alerts / Escalation
Application Integration
Applications Management
Archiving & Retention
Assignment Management
Audit Trail
Auditing
Authentication
Automated Scheduling
Business Analysis
CRM Integration
Call Routing
Cash Management
Charting
Chat
Chat Transcript
Collaborative Review
Contact History
Customer Analysis
Customer History
Customer Support Tracking
Customizable Branding
Customizable Templates
Data Import/Export
Data Visualization
Drag & Drop Interface
Email Integration
Email Notifications
Email Templates
Employee Profile
Event Triggered Actions
Feedback Collection
File Management
File Transfer
Filtered Views
Goal Setting / Tracking
Help Desk Integration
Help Desk Management
History Tracking
Instant Messaging
Knowledge Base
Labeling
Macros
Mobile Integration
Multi-Channel Communication
Multi-Language
Offline Access
Performance Reports
Programming Languages
Ratings & Reviews
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Reporting & Statistics
Request Routing
Routing Options
Rules-Based Workflow
SSL Security
Sales Tracking
Search Functionality
Self Service Portal
Single Sign On
Social Media Integration
Summary Reports
Support Ticket Tracking
Survey Management
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Timeline Management
Transfer Management
Trouble Ticketing
Two-Factor Authentication
Two-Way Audio & Video
User Activity Monitoring
Visitor Tracking
Visual Analytics
Widgets
eCommerce Integration
Visit WebsiteCompare App

Mobile apps

iOS App


141 reviews

See all iOS Apps

Requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


0 reviews

See all Android Apps

LiveChat Feature Reviews

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

Dinesh Durai

Best Chat Software Ever

2017-11-29

24/7 Support from them and to our product.

Pros

Reports and activity monitoring. Number of hours Online, Individual agent reports.

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
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
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. A great number of features is a benefit, however client for support agents has space for improvement.

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
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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
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
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Douglass Cardona

Verified Reviewer

It is easy to use and easy to learn

2018-05-25

Pros

This tool is an excellent solution for any company, when you need to contact someone in real time. I like LiveChat, because it's very fast, you do not waste your time - the service just works.

Cons

Also, at the moment, it's always a difficult experience when you try to integrate LiveChat with third-party services and programs.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
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Magnus Larsson

Verified Reviewer

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

2015-04-23

The setup is very easy and it is even possible for non non-techies to configure and maintain the system.

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
Jasmine Arnold

Verified Reviewer

LiveChat is a perfect tool

2018-04-11

Pros

The daily chat summary is a screenshot sent via email to the company at the end of a working day, it is my favorite feature.

Cons

One major disadvantage of this application is that LiveChat is not easy to integrate with other CRMs. Along with this, LiveChat limits the ability to customize messaging popups.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: GetApp
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
Ryan Pinke

Verified Reviewer

Game changer for my eCommerce site.

2016-01-06

After testing many website based chat tools, LiveChat's tool proved to be the easiest to manage website visitors for my needs.

Pros

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.

Rating breakdown

Value for money
Customer support

Time used: 1-2 years

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

bad ticketing system

2016-10-14

All here are talking on Chat feature, that is really nice comparing to available on the earth!

Pros

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

Cons

Ticket system is really need "good modern interface" updation.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10

Recommendations to others considering LiveChat

Good for Live Chat service only!

Source: Capterra
Helpful?   Yes   No

Response from LiveChat Software


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.

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Anonymous
Chief Technology Officer (Renewables & Environment company, 11-50 employees)
Verified Reviewer

Easy implementation of livechat!

2015-10-26

Integration has been relatively painless with the only downside to date being that while you can programmatically provide some information, pre-chat surveys must be completed by the customer (annoying when you've got the data already and just want to surface it in the LiveChat admin space).

Pros

Easy implementation across multiple sites; Integration with Desk.com works relatively easily; Allows us to stay in touch with our customer base.

Cons

The only poor experience I've had to date is in implementing automatically completed pre-chat surveys based on our application's user data (thus reducing friction for the user, negating the need to enter data we already have on them in our system).

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
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
Emilia Enakhena

The most feature packed support solution.

2018-05-21

Pros

The sneak peek feature puts support agents one step ahead of website visitors ,by letting them see real life what a visitor is typing ; even before it is sent.

Cons

I dislike how basic the Livechat mobile app. is ,only allowing chat conversations between agents and website visitors.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

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

Verified Reviewer

Livechat is the chatting solution you need

2015-12-08

Customer support is always helpful and friendly and available all the time on chat. There is always solution how to get to your goals.

Pros

Settings & Branding possibilities Reliability Reports Easy to use Customer support on chat

Cons

All agents seats must be in same type of plan (for most accounts probably not issue)

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
Read more
Dipali Dey

Ease of use is one of the main reasons for using Live Chat

2017-07-11

It's easy to use and has a non-bulky interface. We've not faced any tech issues with this software.

Pros

- Easy to use; no fluff - Clean interface - No tech issues where the chat has failed - Can define offline modes easily - Easily customizable with company logo - Works great on mobile devices as well

Cons

- Not easy to connect pre-defined surveys - Automated actions such as turning off on its own when a chat is over

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

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

Chat with visitors on your website.

2018-06-21

Chat with your own customers instead of relying upon a third party script reader.

Pros

I like that the history of chats is kept around.

Cons

When a chat is transferred, there's no way to 'grab it' back.

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
Julien O'Reilly

Verified Reviewer

Great product!!

2015-10-30

Allows easy, fast, communication from clients. great for multi-tasking where it would otherwise be impossible to talk to 3 different prospects simultaneously, while even sending emails and on the phone!

Pros

Instant communication with prospects and current clients, simple interface

Cons

all positive, no complaints

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
Read more
Opeyewa Adeshogun

Customers can reach us anywhere,even from Facebook.

2018-01-11

Pros

Livechat's social media integration stands out for me .

Cons

We users should be able to do more than just chat when on mobile.

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
Len Wierzbicki

Verified Reviewer

Solid Tool for Getting a Pulse of Your Customer Base

2015-11-26

This way I can tie feedback from phone, chat, email, social media, etc.

Pros

Good general reporting. Ability to download data.

Cons

Would like more reporting capability.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
Read more
Ryan Wells

Verified Reviewer

Just AWESOME

2015-09-25

Most friendly and supportive LiveChat agents who are REAL people willing to help.

Pros

Easy to use Fast Simple Installation Supports billing system integration Great API Very customisable!

Cons

Couple of the best features come at a steeper price witch sometimes a small issue but nevertheless the LiveChat platform is not one of the best, its the best.

Rating breakdown

Value for money
Ease of use

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
Read more
Mauro Velez

Simple and Powerful

2016-12-06

I found that the API documentation was excellent, and whenever I ran into an issue the LiveChat support was able to help and get me through it.

Pros

The API was very clear and full of examples.

Cons

Nothing really. I ran into a few issues while developing, but I was just making mistakes in my code.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

9/10

Recommendations to others considering LiveChat

I will be recommending LiveChat to any future clients.

Source: Capterra
Helpful?   Yes   No
Read more
Greg Dungan

LiveChat Connects Me to My Candidates Fast!

2018-02-08

I get instant connection to my customers with tons of features, customizations, and robust reporting.

Pros

When I began researching chat applications to recommend to a client for use in their recruiting efforts, I found a lot of options.

Cons

That way I can still respond to chats without slowing down my main machine.

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
David Simpson

Excellent reliability and battery life by use of push notifications.

2016-08-29

Pros

Push notifications work splendidly, it doesn't use up too much of my battery power (unlike competing products), I don't need to log in every time I launch the app.

Cons

I would like to see built in integration with Google Translate.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Likelihood to recommend

10/10

Recommendations to others considering LiveChat

I recommend trying the 30 day demo, and test your ROI using the reporting feature. I found that I was able to completely pay for the annual subscription in less than 2 weeks. And that ROI continues to this day.

Source: Software Advice
Helpful?   Yes   No
Read more