“I've had the "pleasure" of implementing nearly a dozen live chat/customer support solutions over the years at 4 different companies. Some had some nice perks but they were all universally flawed in one form or another. No proper cross-platform support, tied to a much more expensive solution we didn't need, hard to manage, etc. LiveChat is an example of a company that has a strong product focus and does what they do REALLY well. Implementation and setup is very easy, managing chat (and team) users is very simple, the desktop apps are much better than relying on a browser and most importantly, they have the ability to customize the chat experience heavily which allows us to engage more users. That is the most important metric hands down. If users don't see the option to chat or don't like the experience, they won't take advantage of it. LiveChat is a great experience for the customer and the end-user chatting on the site. This is one service we probably couldn't live without...and their team has been great :)”
“I called their support line and the rep told me he would not help, I would need to chat. So I chatted with the same guy online. His service skills went from bad to worse! Bottom-line, our company is now leaving LiveChat and going with another vendor because this company clearly does not value or care about customers. ”
Chad Keck, Founder & CEO, Promoter.io (SaaS platform for Net Promoter)
Pros: Simplicity Customization Price Support
Cons: We have not had any specific issues, or at least nothing that wasn't resolved by the LC team so far
A verified reviewer
It does everything you could possibly want it to do and more. I love being able to take all chats to my phone, so I can practically provide live chat 24/7. The support is the best live chat software support I have ever worked with, and they will bend head over heals to make sure that your feature request or any other type of request is completed to your satisfaction. Great software.
Pros: Mobile support Web browser support Secure AMPLE customizations Inexpensive for what you get Very helpful, quick support
Cons: No downloadable application
Hello and thank you for your review. Just wanted to let you know that we do have support for downloadable applications - please visit www.livechatinc.com/product to download the app for you.
A verified reviewer
Good solution and lots of stuff you can modify based on your needs can only recommend as other solutions when tested didnt do anything that convinced us to switch
Pros: optimisation we never had issues
Cons: not sure I can name any
Thanks for all the kind words!
Mackenzie Horn, Mackenzie Horn specializes in Motorsport technology, distribution and E-commerce
Gabi Guedj, Seasoned Executive customer support with vast experience in satellite & Internet services, Contact center operation
Pros: Easy tool, great support, great report
Cons: We have some connectivity issues from time to time affecting our agents availability to our customers. Spell check is not yet available for the desktop application.
A verified reviewer
I've had the pleasure of working with Daniel Zieliński, from their support team, because i was having issues with the Livechat and Salesforce integration. I too am apart of a support team, so i know what its like to be given top tier support and not just be treated like someone who doesn't matter. Their product is so easy to use and the integration from Livechat to Saleforce cases has been a HUGE win. Its soo easy and i wouldn't know why isn't everyone using them. Their support team ROCKS as well.
Pros: *Product is so easy to use and integrate with. *Their support team is super responsive. My issue with LC turned out to be end user error *blushing*, so it was me not them. haha
Cons: Can't think of any. Really, its that easy to integrate and sue.
Therese Crews, Sales at SmartVault Corporation
Pros: Easy to learn, easy to navigate, great support team, customization options
Cons: hashtag problems in the desktop app, but they're fixing it!
Magnus Larsson, CIO at H1 Communication AB
Pros: - "Out of the box" solution that you will have up and running very fast. - Advanced agent features such as templates, history, web site real time monitoring etc. - You will have a heads up when you see the customers typing before posting. - A lot of advanced api:s and integration possibilities. - GREAT support that will answer all of your issues promtly.
Cons: - Not possible to use the same LiveChat account for more than one subscription. - The reporting is OK but could be more "advanced"
Tatiana Klien, CEO at Anta Plumbing Inc
Pros: Love the option to see previous chats with the same client
Cons: Better alarm noise to hear the new client messages, sometimes missing chats because on a Iphone is not so clear
Anthony Carter, Directeur bij LiveChat Pro, de managed live chat provider
Pros: - Excellent customer service from the developer - Rich functionality - Easy to use - Able to manage different websites - Proactive chat - Agent rating - Intelligent chat routing between operators
Cons: - Not the cheapest - Custom development work is not possible - Missing predictive targeting functionality - The Mac application crashes sometimes unexpectedly
Mark Fordham, VP of Services
Pros: Dependable, easy to use, simply does what you want it to.
Cons: Honestly, none. Pricing is good and you get more than what you pay for.
A verified reviewer
We implemented LiveChat on our website around 18 months ago. It has been really well received by our customers and has led to improved engagement. The support from the LiveChat team has been incredible and their knowledgebase has continued to grow as more and more features are added.
Pros: Incredibly easy to implement and use
Cons: Some of the reporting tools could be stronger but this has been fed back and they're working on it.
Aaron Desjardins, Operations Manager at Heavy Lift Sales
Pros: Multiple Greetings, Numerous invitations, multi-domain friendly, complete colour and style customization, easy to implement and place on every page
Cons: Sometimes the Windows version will crash after not restarting the computer for several days. Restarting the program works every time.
Rafael dos Santos, CEO Room in the Moon, author and guest travel writer at Brazilian News Newspaper
Pros: Easy to use, good reports, easy to install.
Cons: I don't have anything to complain about it.
Alicia Dunlap, Kay-Twelve.com & Martin Public LLC.
Cons: I wish Live Chat had, 1.) Screen share with clients. 2.) The ability to set up automated messages to specific times of the day. So if it's morning, I can have all my greetings say good morning and automatically change for the afternoon.
Tim Holladay, Crowd Mics co-founder (turning phones into mics), Entrepreneur, Husband, Dad, treadmill desk enthusiast
Pros: Simple to implement, inexpensive, mobile app.
Cons: Mobile app could use the same archive features as the website.
Cons: Life is too short and business too valuable for dealing with this kind of company that puts no stock in customer support and service
We are sorry that this one contact with our support rep ended up this way. We focus on keeping happiness scores of our customers on a high level. This accident will make us pay closer attention to the negative voices we might be hearing. If you ever decide to give us another chance, we promise a great customer service experience!
Pros: Simple, Flexible, Powerful, Pretty and Sensational Support. Always getting better.
Cons: Nothing. in most cases its usually me/us, the users! But, if I had to pick at something. The iOS update is slightly overdue. I know its coming though. I don't lose sleep over it.
Cons: It will not allow operators to communicate among each other. The second screen to view operators is slow and freezes very often. Also if you save your login information it will make you available even when you have selected to be unavailable.
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
Cons: We had one complaint, which was the inability to stop auto greetings for returning visitors, but it didn't stop us subscribing. Would you believe it?! The guys at LiveChat listened to us and introduced the feature!! Amazing!!
Pros: Well, just the main thing, that I can 'talk' to people all over the world, easily. That I can 'see' where they're calling me from (country).
Cons: That I cannot use 'cut and paste' with other pages, its extremely aggravating, especially when I need to use 'translator' to talk to someone who doesn't speak English.
Pros: Best features for good price. Very easy to use.
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