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LiveChat

LiveChat Review

By: LiveChat, Inc.

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Overview

LiveChat provides real-time chat analytics and software solutions for e-commerce sales and support agents. It allows for simple communication between website owners and prospective buyers who might be stuck around the fence on their website. Some of its features include canned responses, message sneak-peak, visitor information, mobile chatting, customized agent profiles and more.

Detailed Review

Engaging with customers and building good relationships with them remains at the core of any successful business. Since most of the interaction between the business and the customer has moved online, one can take help of tools and applications on this front. LiveChat tells a lot about itself just from the name. It comes in with a lot of old and new live chat features. They were clever while naming the product, let’s see if we witness the same creativity and boldness on the tool.

Pros

  • Easy customization options for the widget.
  • Capable of launching surveys and campaigns.
  • Goal and sales tracking.
  • Triggered based responses with lots of room for tinkering.
  • Agents can see what users are typing.
  • Detailed reports and analytics.
  • Multiple integrations.
  • Supports a lot of integrations.

Cons

  • Can’t use emojis while chatting.
  • A bot can only be deployed using an integration.

Introduction

Support and sales are two of the most important departments for any business. One brings in customers and revenue, while the other ensures that the customer is satisfied and invests more in the business.

Even though the nature of work is different in both these departments, they have one thing in common. They need to interact with customers and prospects.

Out of all the ways to reach out to users online, chat turns out to be one of the most efficient and convenient ones. It is much faster than emails and less imposing then direct phone calls.

LiveChat is a tool which would help people, from both these departments, connect better with users. There are many ways in which it offers to help, such as automating some processes, making it easier for support staff to work along with each other and a lot more.

A live chat tool, with necessary features, is of great help to all the involved parties, customers, support representatives, and managers. A customer gets prompt and proper answers to his queries, a support representative finds it easier to handle many visitors at once, and the manager finds it easier to make sure that all the representatives are performing up to their full potential.

Any decent live chat software allows the sales team to start a conversation with prospects and increase sales easily. There are usually a lot of features which help in this case.

LiveChat proposes to have all such features which will help any organization get rid of all the user interaction woes. In this review, we will see if LiveChat delivers what it claims.

We will carefully examine all these features and let you know if the tool will serve your purpose. You can also expect to see some direct comparisons between LiveChat and other similar products. It helps when there are some relative parameters.

By the end of this review, you will have a better idea of what you can expect from this tool, and if it is good enough to satisfy your needs.

Easy to set up

You will first need to have the LiveChat widget installed on your website before users can reach out to you. There are three ways available to get the widget up on your website.

You can either directly insert the code for the widget on your website, install it via Google Tag Manager, or install the plugin on your WordPress site.

All the three methods are easy to execute, and there are clear instructions on how to do that. Those who let their developers handle these sections don’t need to worry about it all.

You can install the widget on multiple websites and manage all your conversations at one place.

To manage the conversations, you have once again got multiple options. You can either do it on the web-based application, or you can download the suitable desktop or mobile application.

These options allow the individual handling these conversations to be a lot more flexible. You can deal with customers on the go, use the tool without getting into any web browser, and use the web-based application to handle queries from any device at any place.

Some chat software fails to provide clear instructions or end up the making the whole process of installing a widget so much tricky that people find it difficult to get past the initial procedure.

LiveChat did well to ensure that it is easy to have the widget on one’s website, making it easier to focus on the actual goal, that is, to manage conversations.

Managing conversations

The most important part of any live chat software is the place where you engage in the conversation. The conversation window on LiveChat follows a usual three-panel design, which you can see in a lot of similar tools.

The reason why the majority of the tools are using the same template to show conversations is that it is much easier to get an idea of what is happening this way and handle multiple chats at once.

Generally, the options present in these panels vary across tools and end up being the difference between a mediocre and a top-notch tool.

Let us go through each of these panels on LiveChat.

The chat list

The first panel on this window is the chat list. It shows all the chats on the tool. It allows the user to browse them under different categories and jump between the important conversations quickly.

The different chat categories you get to see on this panel are My chats, Queued chats, and supervised chats. The differences between all the three categories are quite visible.

My chats refer to all the conversations and chats that have been assigned to you. It does not include chats which have already been resolved. Instead, it is only the active chats.

You can specify rules which classify the chat as active, inactive, and resolved. We will discuss it in a later section of this review.

Queued chats will show you all the customers and users who are waiting for a response from you or the team members. You can manually engage in these chats if you feel like you can handle more than your set limit.

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Supervised chats allow you to peek into other ongoing conversations being handled by your team members. You can have a look at these conversations to see if the team members are correctly managing the communications or not.

You can use this one to send messages to the team member within the conversations (whispers), and it will not be visible to the customer at the other end. Team members can easily collaborate and help out each other.

LiveChat has a unique feature where it prioritizes conversations within this panel based on their activity. Those conversations, in which you or the customer has replied fairly recently, are classified as active conversations.

Active conversations are promoted at the top of the chat list. If you don’t reply to a user’s text within 40 seconds, you will see that conversation getting highlighted with a red rim. It will help you to not miss out on any of the active conversations.

It depends upon you as to how you want to define inactive conversations. You can set a specific time limit, and if the user doesn’t reply within this time limit after you, the software will mark that conversation as inactive until the next message.

It is essential that you set up a reasonable time in this case. You don’t want to miss out on the conversation just because the user took some time to phrase his question. And you don’t want to set the time too high that you end up having a lot of conversations marked as active this panel.

The chat

The middle panel is where you will engage with the visitor or the customer. Everything that happens on LiveChat revolves around what happens inside this panel.

While conversing with a customer, one will need suitable input options. LiveChat avails the essential options required for a chat, but we also felt that it could have provided a few more input options.

Let us first discuss the options which are already available. Along with text, there is an option to attach files to the conversation. You can use it to send images and documents and make the conversation more informative and engaging.

There is also an option to send some canned responses in the conversation. You can have a few responses stored under this category, which will be suitable for specific situations.

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Since you will be dealing with a lot of customers, and it is a possibility that a lot of them may come up with similar issues. You can have a response ready at your disposal for such cases. It will help you save time and be more efficient.

The input options we missed on LiveChat are emojis. It may sound silly to a few, but most people will agree that emojis help in making conversations more engaging. People use them all the time while chatting with their friends and family. An emoji will generate a similar feeling that a user experiences while chatting with the near and dear ones.

They could have also added a different icon to add images. People share images more than other kinds of documents in a chat, and having a dedicated icon for images makes life easier for a user.

One will not have to skim through the different kinds of documents if there is a dedicated icon or images.

Moving back to the features which makes lives easier for people handling the chats, LiveChat allows one to see what the customer or visitor is typing at the other end of the conversation. It enables one to prepare an answer even before the user is done typing the message.

Combining the ability to see what the user is typing along with the canned responses provide a lot of advantage while managing multiple chats.

It is one of the advantages that live chat has over phone calls. One can address only one client at a time in a telephonic conversation, whereas on a chat it is quite easy for one to manage multiple chats, especially with all the tools available at user’s disposal.

One can add tags under conversations to make it easier to sort them in the future. Let’s suppose you came across a unique issue while interacting with a customer. You can tag this conversation by that issue name and save it in the archive once it is resolved.

So, the next time you or any other team member encounters a similar problem, they can search the tag and refer to this conversation. It will save a lot of effort and time, which would have been otherwise spent in looking for the solution once again.

We laid out only one example of how tags can be useful. Teams can use it any way deem it useful. One can get creative with it and make the whole process a lot faster.

LiveChat allows one to transfer chats to another team member. There are plenty of good reasons which would compel one to transfer chats to others. The other person may be an expert on the subject, or maybe someone’s shift ended, but the conversation needs to continue anyway, and more reasons can be cited for it.

If someone transfers the conversation to another team member, then the user will not have to explain the situation all over again. The customer will also get to know that someone else is now on the other side of the conversation.

Tickets help when both the support person and the customer understand that there will be a need for more conversations. The support executive can then generate a ticket for the conversation, which will help continue from the same point the next time.

The other options are to ban those users who may be involved in unwanted activities such as spamming and using abusive language, and you can end a conversation if the issue is resolved.

Visitor information

The third tab in the panel is all about the visitor. It shows you everything there is to know about the user.

All conversations start with a survey in which the user provides some information about them or the issue they are facing. It is up to you if you want to have this survey before the conversation or not.

The visitor needs to provide his name and email address in this survey, by default. You can make the changes in this survey as per your satisfaction.

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The panel shows the information provided by the user in the pre-chat conversation, and a lot more. You will get to see the location of the user and the time at which they initiated the conversation.

It shows the source website of the conversation and the webpage from which the user contacted you. If you have any tags on that user or if you have had conversations with her in the past, then there will be a mention of it on the side panel.

The software will tell you the IP address of the user and show you the device and the web browser, as well.

All this information will help one make better decisions when dealing with a visitor. You can refer to their previous chats to get more information about the issue, the pre-chat survey can help you know visitor's needs better, and plenty more other ways to help visitor by using the information available on this panel.

Plenty of customization options

LiveChat can serve various purposes of an organization. Some use it to provide better support to their customers, some leverage it to boost sales, some may use it to conduct surveys, and the majority of them use it for a combination of purposes mentioned above.

One may need to tweak some settings depending upon what they want to achieve with the tool. Just like there are plenty of reasons for one to make changes, LiveChat provides enough avenues to make those changes.

Let us go through some of the customization options available on LiveChat and see how they make life easier for users.

Make the widget go with your website theme

Whenever you add an element to your website, you don’t want it to look out of place. It should suit your website theme and enhance the overall look of the page.

LiveChat allows you to change the appearance of the widget precisely the way you want. You can choose a theme for the chat window, choose between a chat bubble or a bar, pick a theme color of your choice, and do a lot more to manage the appearance of the chat window.

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It allows you to choose the widget position on the webpage and decide when you want it to be visible.

Since visitors may access your website on mobile devices as well, you can apply different settings for the widget on a mobile device. The widget for a mobile device is the same as the one for desktop, by default.

You can add the company logo, include agent’s photo on the chat, add or remove customer rating for agents, and manage a few more settings along the same line.

They offer a lot of language options. You can pick a language and change all default messages sent to a visitor according to the same language.

There are enough options to change the appearance and style, and everyone can mold it the way they want.

Launch surveys and manage forms

There is an option to ask the visitor some questions before as well as after the conversations. You can use them as opportunities to gather useful information from the user, get feedback, and much more.

Pre chat surveys are more about gathering some information about customer’s concern and asking about some personal information. It is usually the name and email address of the user, but you can change it as you see fit.

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There are multiple options when it comes to adding a new element in the survey. You can add direct questions, add a choice list, provide a multiple-choice list, insert dropdown menus, and have group selection options.

All these input options help you make the survey more interactive for the visitor and useful for you. You can make it compulsory to fill in various entries or keep them optional.

You get the choice of removing surveys altogether, as well. Some visitors don’t like the idea of providing their email addresses just for asking some questions from the support department of a website. It may end up shooing away some of your potential customers. On LiveChat, you get enough flexibility to add or remove such parts from your outreach campaign as needed.

Apart from the pre-chat and post-chat surveys, you can manage the messages displayed to queued visitors. A personalized and considerate message is more likely to make a person stay on the website.

If someone visits your website outside of business hours or when support agents are not available, you can have the visitors fill a ticket form. It will prevent you from losing possible leads and help visitors to get the information they needed in the first place.

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With all these survey and form options, you can automate a lot of processes and be more efficient when it comes to gathering information from users.

Tailor-made responses for visitors

If you have got the same greeting message for all the users visiting your website, then you let go off a crucial opportunity to start a purposeful conversation with a lot of them.

People visiting your website may be from different parts of the world, or they may have different purposes for visiting the site. Some may be first-timers while some may be recurring visitors.

Since there are so many variables attached to every person visiting the website, you need to tackle all of them differently.

LiveChat allows one to set up different messages based on various circumstances and actions of users. Messages generated under such rules are more likely to get some attention of the user and engage them in a conversation.

These messages are called ‘greetings’ on this tool, and you can customize them to a great extent.

You can set triggers for greeting messages based on various parameters. It can be time-based. If someone has spent more than stipulated time on the website, then you can have a custom message sent to them.

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You can have greeting messages for when someone looks for a specific keyword on your website or if someone is a first-time visitor or if someone is a returning to the site. The options are plenty.

You can send different messages based on the region of a visitor, and you can have custom messages for people coming from a referring page.

They allow you to set up as many greeting messages you want to set for a website and be specific about the details. If it is the time trigger, then you can mention after how much time the message will show up. If it is a trigger based on pages, then you can add URL of the page.

Each trigger allows one to manage the attributes related to it. One can easily increase the volume of user interaction by implementing these trigger messages.

There are a few more tricks to grab the visitor’s attention and invite her to indulge in a conversation with the agent. They let you add images on top of the chat widget for this purpose.

The image can be anything interesting and inviting. There are a few pictures readily available on LiveChat for this purpose. And you can always upload a custom picture of your own.

If you are not into images, then you can add customized chat buttons which will serve the same purpose.

Don’t guess but measure the benefits of this tool

It sounds so pleasant when someone starts mentioning the benefits of live chat and interacts with visitors. One may feel that it is the one and the only thing that will make the sales go skyrocketing, and it will all be a bed of roses after that.

However, those who believe in ‘less talking and more showing’ will want to see some concrete results. We agree with them as it will not only help one to know if the interactions are helping or not, but also help to put a price on all the hassle of reaching out.

Sales are the ultimate goals of an ecommerce website, and LiveChat allows owners of LiveChat websites to know how many sales they got by using the service.

One can not only measure the sales but a few more quantifiable parameters. You can set ‘Goals’ on live chat and measure them with time and conversations.

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The basic idea of measuring goals is to notice the actions of the user after he interacts with the support agent. For instance, if you have a website selling a product, you would want a visitor to reach the page which follows the checkout page. And the only way to reach that page is to buy a product from the website.

You can set the goal to measure how many visitors reach that page after interacting with an agent. For every user ending up buying a product after a conversation, you can log that.

It will tell you exactly how much of a difference it makes for engaging in conversations with users. It will also let you know what percentage of users end up making a purchase after an interaction, thus, helping you improve strategies of engagement.

You can track the visitor to a partner’s website if that is your goal or monitor if he performs a specific action on your website, such as filling the form.

You can measure goals under three categories on LiveChat. You can have a goal to see if visitor reaches a specific page on the site, monitor values of LiveChat code to know about the completion of a task, and you can track LiveChat API request to see if the user lands on a particular website.

You can have multiple goals set against the three categories and get some useful insights about your outreach campaign.

‘Sales Tracker’ on live chat is a more precise way to monitor how your conversations are affecting the sales. It allows you to monitor how much money a chat agent is helping you make or see the highest selling product after chats.

It allows you to put a tracker on chats and allows one to follow the user’s actions for days. You can set the time for which you want to keep the tracker active.

Sales Tracker also comes with three different kinds of setting up options. You can have static trackers, dynamic trackers, and non-monetary trackers.

Static trackers put the same value on every sale. It is useful if you have a website selling only one product. One can also use it to set up multiple trackers for an array of products.

The value tracked on dynamic trackers changes with the variable that you assign to the tracker. You can set it up to monitor the value in the shopping cart and know the exact amount of sales.

The tracker with non-monetary value will not show any cost, but they will let you know about the occurrence or non-occurrence of an event. You can set it up such that it is equivalent to a sale.

Setting up sales tracker can be slightly tricky if one doesn’t have much knowledge of coding. You can always leave it up to the developers or have the LiveChat team help you do it.

You can get the details of goals and sales in the reports and archives sections of the software.

There is so much in here for agents

Live chats help visitors get some assistance while they are exploring a website or checking out a product, and it helps websites get more success with sales or support. In this whole discussion, no one cares much about the agents who use the software to deal with visitors and customers.

LiveChat comes with some features and attributes which make life easier for chat agents. Since a happy agent is more likely to do her job better, the features end up benefitting the visitors as well as the owners.

So, what are these useful features?

The sneak-peek

LiveChat allows the agent to see what the user is typing even before she presses the enter button to send the text. While some may consider it is overstepping into visitors’ privacy, it ends up helping them instead.

It allows the agent to predict what the user wants to know and be ready with a suitable response. If the visitor is unsure about what to ask and is constantly deleting and typing the text again, the agent can try to guide the user in the right direction just by looking at everything that user is typing.

It helps one know if the visitor wants to know about something else, and the agent can always refer back to that subject if it is beneficial for the organization.

Canned responses

We have already had a brief look at this topic in the review. Canned responses are one of the handiest tools for any chat agent.

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It helps in case there are a lot of customers to manage at once. Agents can quickly generate all the usual responses and keep the chat interesting for the visitor.

You can save as many canned responses you want and set shortcuts for them. Agents can set multiple shortcuts for a single response, making it simple for one to recall the response while chatting with a visitor.

Tags and visitor information

It always helps if the agent has some pointers about the nature of the chat and background of the person on the other side of the conversation.

LiveChat takes care of both these areas. Tags are an easy way to add an identifier to any conversation. It can be to mention the nature of the issue, to specify the relevant department for the conversation, or any other sorting mechanism one can think of.

A tag would help an agent who is assigned with an ongoing conversation. One can set up any number of tags, and when the need arises, assign them to a chat. There is an option to make the tags exclusive for some groups.

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Tags also help during analytics as it becomes easier to sort the conversations.

User information can also aid an agent in providing better assistance. The user information panel on the chat window shows all the available information about the user.

It shows pre-chat survey responses, user’s location, device information, and some more useful data.

Archives and Timeline

Archives allow the agent to refer to older conversations whenever necessary. The older conversations may have something fruitful for the agent, and it can help them address the issue.

Depending on the size of a company and the visitors, the volume of archives can be overwhelming. It might make it difficult for an agent to find a conversation similar to the issue at hand.

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LiveChat allows one to filter conversations in the archive by a lot of methods. We found the option to look for a specific phrase in the conversation most useful. It brings you down to conversations which had the mention of exact issues, thus speeding up the filtering process.

In the case of returning visitors, the chat timeline helps the agent to get a proper idea of the user’s situation if the conversation is still about the same issue. It saves both the agent and the visitor a lot of time and enhances the quality of support.

Let bots do the work for you

Chatbots are quite common these days, and most of the websites you visit often have a chatbot waiting for you, especially if it is outside the business hours.

But all bots are not the same. Some provide an experience which is better than what you got from a chat agent, while there are some which turn out to be utterly dumb.

However, it is not the bot’s fault, but of the person who designed the whole algorithm and scenario. It will be up to you how you plan the scenarios for possible conversations, ChatBot and LiveChat will provide you all the necessary tools to create an amazing one.

You will have to use the ChatBot integration to enable bot conversations on this platform.

Bots can be surprisingly helpful and useful for the business. They will allow you to provide around the clock customer support service even if your support employees work in the business hours.

While a human support agent can manage only a limited number of conversations at once, there is no such thing as ‘too many conversations’ to hold back a bot.

A bot can handle a lot of specific roles. It can carry out surveys, generate tickets, sell products, promote products, provide support, and much more.

The best part about a bot handling a conversation is that there will be no errors. Unlike humans, who can sometimes make silly mistakes that can end up hurting an organization, you can expect error-free conduct from bots.

There are a few things that you cannot achieve using bots, and human touch becomes necessary in such cases.

In our opinion, the best approach would be to have an outreach mechanism which comprises of both humans and bots. One can leave all the mundane and more straightforward tasks to bots, and let humans handle the more complex and vital tasks.

The integration allows you to set up the bot to handle diverse interactions with visitors. You can easily manage how you want to deal with the conversations.

There are options to allow bots to provide more than just texts for responses. You can set it up to suggest products to users, provide forms, generate tickets, and much more.

You can decide if you want all the conversations to go through the bots or set some rules to assign contact to bots. You can enable bots to transfer chats to human agents and allow agents to delegate chats to bots when necessary.

You can let the bot add tags to conversations or allow them close chats when necessary.

All the advantages of having a bot, and the ease with which you can include them on LiveChat, almost make it a compulsion to have them.

Team management

Handling visitors and users over live chat is usually a team process. First of all, just one person will never suffice for such tasks. Majority of users getting LiveChat have teams to manage the operations.

Therefore, one of the most desired properties on any such tool is easy team management. You want to be able to handle all the personnel and monitor their tasks with ease.

LiveChat has kept things pretty simple when it comes to team management. One doesn’t need to put any extra effort into managing the team members.

You can send invites through email to members. A team member can have one of the three roles available in the options- owner, administrator, and agent.

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The owner can do whatever they want and manage all the settings. They can add or remove members, assign roles, manage teams, and much more.

The administrator in a LiveChat account has the same permissions as the owner of the account except for the billing and related part. The owner has exclusive access to those sections.

Agents are at the bottom of this hierarchy. Their job is to interact with users and assist them in all the possible ways. Therefore, agents get to manage settings around chat. They also get to see some reports but don’t have access to most of the account settings.

Live chats are used to take care of a lot of things. It is used to provide support to customers, pitch new products and services to users, gather survey data from a variety of users, and have many other kinds of instructions as well.

To suffice the diverse needs of users, the agents need to be from different backgrounds and have in-depth knowledge of the field. It makes sense to classify agents based on the category of their skillset and create teams.

You can easily create teams on LiveChat and assign different properties to them. It will make it easy for you to direct users to suitable teams as per their needs. You can then monitor the performance of each of the teams separately.

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There are features which make things easier for administrators and owners. One can check an ongoing conversation without the agent or the visitor knowing about it. If needed, one can whisper suggestions to the agent and help them in providing better support. Such a feature can be especially useful while training agents with lesser experience.

Integrations

LiveChat is an app that you will use to strengthen one aspect of your service or use it as one of the methods to boost your performance in the desired section.

There are many other applications which help you achieve goals or makes it easier for you to manage a section of the service.

Under ideal conditions, one would manage everything from a single platform without the need to add other supportive applications. As the number of applications increases over a service, it gets complicated to manage things.

There may be complications when one tries to combine the data from different applications. And sometimes, the user wishes there was a way to connect the applications.

Thankfully, most of the software products these days, understand the necessity and importance of various apps. They allow for a lot of integrations, making it possible for the user to make the most out of applications.

LiveChat comes with a lot of integrations options. The integrable apps add up to the features available on the platform.

Let us discuss some of the integration options available on LiveChat and how can one use them to his advantage.

You can use Google Analytics to generate detailed reports and monitor how LiveChat is affecting the users on your site. You can accurately follow events around LiveChat and see how visitor reacted after interacting with some of the apps.

There is a reports section on the application, but Google Analytics is considered one of the best in the business, and most website owners have Google Analytics anyway.

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Another useful integration can be Facebook. A social media profile, such as the ones on Facebook, can tell a lot about the person. With Facebook integration, you can offer users the option to log in to LiveChat through their Facebook account.

They will not have to fill any survey form this way and save time. Agents will get all the relevant information from the user’s account so that they won’t miss any survey information.

Salesforce is a popular platform for boosting up sales. A Salesforce integration for LiveChat will help you gather contact data without much hassle.

It will help your sales team follow a specified workflow to approach potential customers and acquire more sales. Salesforce will help improve the quality of data you gather from interactions and thus, help you make better decisions.

We only listed a handful of the integration options available of LiveChat. There are plenty more available. It is highly likely that they also have the integration option for apps that you use regularly.

Reports and analytics

If you are a fan of numbers, data, and charts, then LiveChat will never disappoint you. It helps you monitor everything happening around the platform.

The reports section on LiveChat is broadly divided into three sections- chats, tickets, and ecommerce. Each section brings you a clear picture of what’s happening with the elements of that section.

All the data that you get to see on LiveChat comes with filtering options. The filters vary along with the data shown inside the report element.

Let us have a brief look at what kind of reports are available in these sections.

Chats

It starts with the number of chats handled on the LiveChat account each day. You will get to know the number of interactions your agents have every day.

You can monitor the trends in this section and make some calculated guesses while making strategies. As mentioned earlier, you can filter the data for teams, individuals, or event tags.

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Based on the feedback from customers, you get to see how many customers left the chat satisfied with the response and information they got, and how many were not so pleased.

It might be next to impossible to achieve a 100% satisfaction rate, but one can also strive for improvements in this section. You will also want to make sure that you do not fall below your own standards.

Chat durations and response time sections help to make sure that visitors are getting responses promptly, and you can also analyze the average time for each conversation.

Based on the previous conversations, LiveChat helps predict how many agents need to be on work. This feature can make it easier to decide shifts.

There is a section for you to monitor the activity of every agent.

Tickets

You will get to have similar, but fewer reports in this section and all of them will be related to tickets instead of chats.

You get to see how many tickets were generated, what was the customer satisfaction on them, how many of them got resolved, how much time it took to deal with those tickets and more.

One of the important sections is where you get to see the sources of tickets. It will help you know which one of your campaigns or platforms are getting more attention.

Ecommerce

This is where you get to see how your goals and sales trackers ended up performing.

It is an essential section for any website which relies on selling products or services online. With a closer look at goals and sales trackers, you can improvise and improve.

If you see things going in a positive direction in this section, you can propel the strategies with more force and grow your business.

Conclusion

LiveChat checks all the boxes for a top tier live chat tool. It did not disappoint us in any part of the review.

It comes with a wide array of tools and features, is easy to use, has a web application as well as a desktop application, helps with processes after a conversation, and so much more.

The chat interface didn’t seem loaded with input options as it happens in case of other similar tools, but LiveChat is just as functional as those tools. Those who prefer neat interfaces will like LiveChat’s chat screen.

There were options to customize the widget, chat bar or icon, and messages. There is enough for you to attract the user to engage in a conversation.

Automating processes and delegating simple tasks is another one of the impressive attributes of LiveChat. You can set rules for greeting messages and set various other kinds of triggers to cater to the specific needs of visitors.

There seems to be enough to take care of both visitors as well as chat agents. Agents can know what the visitor is typing, use canned responses, check on how other agents are performing, and use the resource library to assist visitors.

We have no complaints with the integration department too. The ChatBot integration alone brings in so much to the table. Other integrations allow you to keep working on the applications you have been using for productivity anyway.

The analytics section of LiveChat quantifies most of the parameters and enables the user to manage the quality of service, performance of agents, business growth, and a lot of other items on the platform itself.

LiveChat may turn out to be just the live chat tool you were looking for. They avail trial service, and one should use this opportunity to give this excellent tool a try.

Top Features

General Features
  • Fast Chat
  • Website Chat
  • Instant Customer Support
  • Live Chat Business
  • Business Efficiency
  • Easy To Use Application
  • Automatic Greetings
  • Personal Greetings
  • Chat Report
  • Ticket Report
  • Filters
  • Daily Summary
  • Dashboard
Product features
  • Message Popup
  • Immediate Response
  • Visitor Info
  • File Sharing
  • Archiving Chat
  • Chat Transcript
  • Visitor Banning
  • Agent Profile
  • CSS Customization
  • Company Logo
  • Multiple Languages
  • Manual Chat Routing
  • FB Chat
  • After Hours Form

Visibility

Overall Visibility Score 68.13

Score Influencers

  • Overall
  • Facebook
  • Twitter
  • Google Plus
  • Website Mentions
  • Estimated Visitors

Company Information

Company Name: LiveChat, Inc.

Founded In: 2002

Address: One International Place, Suite 1400, Boston, MA, USA

User Reviews (3)

Review By:

Jakob Fenton | Submitted On: March 21, 2018, 1:16 pm

Pros:

Livechat is a perfect chat application for any business who wants to add live chat support on their website in minutes.

Cons:

We wish they also offer dedicated windows and mac apps for teams.

Overall:

Smooth experience. Nothing to complain about. Pricing is just about right, support is great and overall a great service.

Rating:

Review By:

Lucas M | Submitted On: August 27, 2016, 7:28 pm

Pros:

I love this product. I have tried several and LiveChat (or LiveChat Inc) is a clear winner.

Cons:

Wish they had free forever plan with limited features for startups.

Overall:

I have tried several other live chat products. Zopim was one of the good product but it seems it is slowly being ruined under ZenDesk leadership. LiveChat in my opinion best option available for live chat software. It is live help powerhouse with every single feature you possibly need to help your customers or attract sales.

Rating:

Review By:

Pete | Submitted On: May 4, 2016, 11:23 pm

Pros:

Brings a lot of chats for my business. I really like the automated messages displayed to customers. Customer reactions are very positive.

Cons:

I didn't see anything bad. I had one issue but their customer support team helped me.

Overall:

Very cool tool every online business should own.

Rating:

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