LiveChat Features

LiveChat

Premium Customer Service Software for Live Chat & Help Desk

4.64/5 (1,139 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Dashboard
Alerts / Escalation
Auto-Responders
Automated Routing
CRM
Call Center Management
Canned Responses
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Communication Management
Customer Database
Customer History
Customer Service Analytics
Customer Support
Customer Surveys
Customizable Branding
Customizable Templates
Email Management
Email Response Control
Email Templates
Event Triggered Actions
FAQ
Feedback Management
File Management
File Sharing
File Transfer
Geotargeting
Help Desk Management
IT Asset Management
Interaction Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Language
Offline Form
Performance Metrics
Proactive Chat
Queue Management
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Reporting & Statistics
Reporting/Analytics
Request Escalation
Routing
Sales Reports
Screen Sharing
Search/Filter
Self Service Portal
Single Sign On
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Visual Analytics
Website Visitor Tracking
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Alerts / Escalation
Auto-Responders
Automated Routing
CRM
Call Center Management
Canned Responses
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Communication Management
Customer Database
Customer History
Customer Service Analytics
Customer Support
Customer Surveys
Customizable Branding
Customizable Templates
Email Management
Email Response Control
Email Templates
Event Triggered Actions
FAQ
Feedback Management
File Management
File Sharing
File Transfer
Geotargeting
Help Desk Management
IT Asset Management
Interaction Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Language
Offline Form
Performance Metrics
Proactive Chat
Queue Management
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Reporting & Statistics
Reporting/Analytics
Request Escalation
Routing
Sales Reports
Screen Sharing
Search/Filter
Self Service Portal
Single Sign On
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Visual Analytics
Website Visitor Tracking
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Alerts / Escalation
Auto-Responders
Automated Routing
CRM
Call Center Management
Canned Responses
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Communication Management
Customer Database
Customer History
Customer Service Analytics
Customer Support
Customer Surveys
Customizable Branding
Customizable Templates
Email Management
Email Response Control
Email Templates
Event Triggered Actions
FAQ
Feedback Management
File Management
File Sharing
File Transfer
Geotargeting
Help Desk Management
IT Asset Management
Interaction Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Multi-Channel Communication
Multi-Language
Offline Form
Performance Metrics
Proactive Chat
Queue Management
Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Reporting & Statistics
Reporting/Analytics
Request Escalation
Routing
Sales Reports
Screen Sharing
Search/Filter
Self Service Portal
Single Sign On
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Visual Analytics
Website Visitor Tracking
Visit WebsiteCompare App

Mobile apps

iOS App


137 reviews

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

Android App


1,540 reviews

LiveChat Feature Reviews

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

Sagar J.

Chat live instantly with high feature.

2021-06-27

Amazing chat platform Client support make professional with live chat

Pros

Easy chat Easy ticket management Knowledge base management Easy to search Soft client supports

Cons

Application sometimes taking load to run except nothing can less as compare to cost

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Sahar N.

Flawless and adaptable

2021-04-26

I use this everyday to chat with my clients and we get a lot of chats from Facebook and after the messenger integration, I easily handle all of them with quick replies and view user statistics on site at the same time.

Pros

I never thought that live chat application was this user friendly.

Cons

The worst thing about live chat app is chat alerts. They should use a better proactive approach rather than showing someone surf over the site.

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

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

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
Michael N.

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
Julie R.

User Friendly, for customers and company!

2018-12-11

Live chat has provided a great tool for customers wanting to connect with us without having to call in.

Pros

Live chat is customizable to our brand and easy to use for our operators and our customers.

Cons

I woudl love a text message option and more functionality on the mobile app.

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

Response from LiveChat Software


Hi Julie,

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

Read more
Alan J.

Verified Reviewer

A chat application integrated with a lot of features that boost your customer service capabilities.

2018-08-15

Pros

Higher conversion rates are experienced in live chat when in comparison to other applications, as here the customers need not accept the chat request for representatives to connect with them.

Cons

The mobile application requires a lot of improvement as compared to its desktop versions and we won't see every live chat features there.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Read more
James O.

Verified Reviewer

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
Anonymous
A verified reviewer
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.

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
Anonymous
(Internet company, 51-200 employees)
Verified Reviewer

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
J R.

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
Victor A.

Verified Reviewer

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
Vojtěch S.

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
Anonymous
(Higher Education company, 10001+ employees)
Verified Reviewer

LiveChat review

2019-03-19

Pros

- Good interface - Prompt notification alerts - Ability to stay offline (do not accept chat mode) and manually select users to chat based on busy environments

Cons

- Can improve on UX/CX - May experience log in issues

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: Capterra
Helpful?   Yes   No
Read more
Eric M.

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
Germaine K.

Livechat

2020-12-15

You can even export data to excel in case you need to generate a report.

Pros

I like how the system is imbedded onto your website. Users are able to instantly communicate with you once the log in.

Cons

For example, a site visitor may be typing a long winded message in the live chat. If the live chat goes idle for 5 minutes the guest will be kicked out of that chat.

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: Software Advice
Helpful?   Yes   No
Read more
Anonymous
(Hospitality company, 51-200 employees)
Verified Reviewer

Live Chat Review

2019-03-10

One of the most important benefits I see of using Live Chat is that our client reputations and concerns regarding our application have been resolved greatly, Clients are appreciative of fast response, closing tickets much faster, solving business issues and etc.

Pros

Live Chat is I think the best software out there to use that has all the features such as; ticket monitoring, tickets via email, after hours ticket form, integration of Live Chat with Facebook, and much more.

Cons

I have no issues using Live Chat in recent months.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

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

Better Live Chat softwar

2020-11-20

Pros

You can set pre and post chat survey.

Cons

Ticket system needs improvement to replace Zendesk

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
Dipali D.

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
Anthony B.

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
Tesh V.

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
Anonymous
(Construction company, 1-10 employees)
Verified Reviewer

Excellent Software For Your Website

2020-10-13

We use live chat in combination with other software to complete the next steps in our prospect conversion and follow through.

Pros

One can customize everything from the chat design the colors and the pop ups the visitor will see.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Louis C.

Live Chat software has allowed ease of access for our customer base to interact seamlessly with our support assets .

2018-12-27

Live Chat's user interface for both front and back end complimented both our user and customer support team's experience. Live Chat supports your communication efforts so that you are left able to service your client's concerns in real time.

Pros

What we loved the most , in addition to an easy to use intuitive user interface for both users and our customer service back line , is Live Chat's own live support team that monitors and is present to assist in keeping quality control as well as client satisfaction levels stable.

Cons

Customer service support in real time is so vital and Live Chat provides it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
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

we use the free version of Live chat and like it.

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
Rani B.

Questions answered in real time

2020-03-05

I always use live chat window with any website if they use one .

Pros

Live chat is easy and useful chat software to get your issues or questions solved real time with real person with customer support knowledge on the other side.

Cons

Who doesn’t want get the issues resolved or answered at real time .

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ileana V.

Chat with me Live

2019-09-30

We use live chat daily to speak with leads that visit our center.

Pros

Live chat is a great tool for your website.

Cons

Reporting can be difficult as well since the reporting does not always give me access to the lead data, without me having to manually pull the information.

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