LiveChat Software

Amber from Killearn United Methodist Church
Number of employees: 51-200 employees
August 2018
LiveChat
Ease-of-use
Functionality
Quality
Support
Value for Money
Pros
I was always on the end of needing help when I used this application and found it very user friendly!
Cons
The only thing I did not like was that this option was always on the webpage and would pop up when I didn't need it
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source: Capterra
Fraser from Ideagen PLC
Specialty: Software / IT
Number of employees: 201-500 employees
August 2018
Worth the investment for a well-designed helpdesk tool
Ease-of-use
Functionality
Quality
Support
N/A
Pros
- it is easy to use and has a very simple layout
- very easy to set up with minimal technical knowledge required
- tracking information and analytics are nice and visual
Cons
- more expensive, but in my opinion it is worth the extra money and will save you time in the long run
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source
Alan from HCL Technologies
Number of employees: 10,000+ employees
August 2018
A chat application integrated with a lot of features that boost your customer service capabilities.
Ease-of-use
Functionality
Quality
Support
Value for Money
Pros
Has a lot of features which you wouldn't find in other real-time chat applications. The customer service and support are quite responsive and quick. An easy to use interface. Helps to tailor service for customers based on their needs. In comparison to the features provided, the application is very cost effective. Reporting, metrics, and statistics are well updated. 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. Visitors data provided can be utilized.
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.
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source: GetApp
Kira from Dev-Pro.net
Number of employees: 51-200 employees
August 2018
I like the organic integration of LiveChat with amoCRM
Ease-of-use
Functionality
Quality
Support
Value for Money
Pros
AmoCRM is widely used in our company, with which LiveChat is remarkably integrated. Conveniently, all correspondence with the customer is immediately stored in his card, all these data can be seen by both employees and management. So no information will be forgotten and lost. And LiveChat also works well on mobile devices, so our technical support guys can also work remotely.
Cons
In the process of working with LiveChat, I watched only a single bug: it happened that for some strange reason the chat window was closed, but the conversation was not saved.
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source: Capterra
Kyle from Ellucian
Number of employees: 1,001-5,000 employees
August 2018
Decent Software, but Too Much Spam
Ease-of-use
Functionality
Quality
Support
N/A
Pros
I like how easy it is to track user activity on our company's website to anticipate customer needs. It's a great platform for clients to ask questions or be pointed in the right direction.
Cons
The issue we have as a sales team with this solution is too many people are looking for support questions to be answered. We have a few checkboxes and warnings set up with our LiveChat to prevent too many support questions from coming in, but plenty of people choose to ignore it.

It would be nice if they let us ban individual people from chat. Instead, most of the blocking is based on IP address. In the case of most businesses, they function from one internet IP address. So an issue with the system today is if I block one user at an organization it blocks everyone there.
This review was submitted organically. No incentive was offered
Review Source: Capterra
Tia from Bolton fine foods
Number of employees: 51-200 employees
August 2018
Very good, recommend
Ease-of-use
Functionality
Quality
Support
Value for Money
Pros
First we tried the free 1 user option, it is very good app. You will never miss a chat. Instant emails. You can save all the chats.
Cons
I like it and recommend it, perfect for any business size.
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source: Capterra
Billie from InternX
Number of employees: 2-10 employees
August 2018
Easy and affordable
Ease-of-use
Functionality
Quality
Support
Value for Money
Pros
This software is extremely easy to use, and spending the money on it is worth the price. Having this option to connect to your consumer audience is invaluable. The software is constantly improving.
Cons
It would be useful to have more unique customizable options so it looks different from other websites. Could be considered a pro as ease of use that it is the same across many websites but also a con to not let your website stand out as much.
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source: Capterra
Gavin from Chataudor ltd
Number of employees: 51-200 employees
August 2018
A great live chat option
Ease-of-use
Functionality
Quality
Support
Value for Money
Pros
Easy to install and easy to use. Never missed a chat since we installed it. Can have some pre added questions for customer to answer before starting chatting with. And we can keep the chat history or email it.
Cons
No much may be the subscription per user can be a bit expensive
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source: Capterra
Ravi from Biocon
Number of employees: 5,001-10,000 employees
August 2018
A remarkably good chat option
Ease-of-use
Functionality
Quality
Support
Value for Money
Pros
They have a very interactive customer service section. The very fact that they are user-friendly makes them even more unique. It shows detailed information about the person and the other end. This is especially helpful when you belong to any kind of business group and can offer your help with regard to the services available in that specific place. Also, the feature wherein if the person is not online at the other end you could still leave a message so that it could be caught up later, is really good. And, since automatically generated greetings are present, all the manual initial greetings need not be told all over again to each of the contact.
Cons
It would have been even more helpful if another separate page was generated whenever a call appears so that they wouldn’t go unnoticed. The mobile app needs to be improved a bit more. It doesn’t show justice to the desktop version.
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source: GetApp
Verified Reviewer
Number of employees: 2-10 employees
August 2018
Chat for my website
Ease-of-use
Functionality
Quality
Support
N/A
Value for Money
We could reach to instant communication with visitors that clicked into our website
Pros
Very fast implementation of the chat if you have a word press Website, the customer support was gret
Cons
The user interface was not our fit, if there is an option to be more customizable it would be appreciated
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source: Capterra
Verified Reviewer
Number of employees: 1,001-5,000 employees
August 2018
An excellent way to stay in touch with customers
Ease-of-use
Functionality
Quality
Support
Value for Money
Pros
With LiveChat’s social media integration, our customers can now communicate with us and reach our support team via our Facebook page. The app also allows for them to be transferred to a different person for the appropriate resolution to their concern. It’s very convenient for everyone.
LiveChat’s customer service has never failed us. They are available at all hours of the day, every day of the week. And they are well-versed in their product and always eager to assist us for any of our needs.
Cons
The mobile app seems to basic at the moment. Our teams can only respond to chat but have to transfer to a computer for all other issues. I wish they would add more features and increase the apps functionality to make it a really outstanding experience for users.
This review was submitted organically. No incentive was offered
Review Source: Capterra
Michael from The ICC Group
Number of employees: 51-200 employees
August 2018
brill way to keep connected
Ease-of-use
Functionality
Quality
Support
Value for Money
this is a grate tool for keeping in touch with your coustomers and staying on top
Pros
no messing about connect with help and customers with out picking up the phone
Cons
a bit slow at times and needs a good connection if you lose connection you have to start again but only on mobile
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source: Capterra
Gary from Swiftpage
Number of employees: 201-500 employees
August 2018
The chat platform we've always wanted.
Ease-of-use
Functionality
Quality
Support
Value for Money
Pros
It still amazes me how flexible and powerful the LiveChat chat system is, while still retaining an easy to use, intuitive and straight-forward user interface. Administration is a breeze and a pleasure (and I don't give that compliment lightly)!

Up-scaling is painless, and their support staff are lovely to talk to, and super helpful.

The developer documentation portal for their APIs and libraries is most likely single best example I have ever come across. A huge win for LiveChat if you have any integration or customisation in mind.
Cons
As someone who focuses their use purely on the live chat features to augment an existing ticketing and CRM system, the inability to turn off the ticketing features is an annoyance.

The plugin-like apps offer some amazing potential, but lack a proper sandboxed development environment, and access to a couple critical sources of customer data.
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source: Capterra
Verified Reviewer
Number of employees: 1,001-5,000 employees
July 2018
Well-Known Chat Software
Ease-of-use
Functionality
Quality
Support
Value for Money
Pros
I've interfaced with this software many times from the perspective of a user. It has always been highly responsive, intuitive, and has a nice UI.
It has some additional features that other chat software doesn't as well.

I'm finding LiveChat more and more frequently on websites and it's always a good experience every time.
Cons
Honestly I don't have any negatives to say. I haven't had to interact with LiveChat's customer support so I can't say how efficient they are. I also haven't used it from the perspective of a developer either, so I can't say how the software is from that perspective.
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source: Capterra
Bryan from Talent Inc.
Number of employees: 51-200 employees
July 2018
Working with clients in real time through chat is infinitely better than the back and forth of email
Ease-of-use
Functionality
Quality
Support
Value for Money
As I said, being able to interact with clients in real time, rather than having to wait on the back-and-forth of email is wonderful. Sometimes it is even better than being on the phone with clients as you can send them active URLs to help direct them to the right location(s) on the company website and receive feedback in real time so you can adjust your customer service accordingly and avoid potential misunderstandings that can lead to escalations otherwise.
Pros
Being able to interact with clients in real time, rather than having to wait on the back-and-forth of email is wonderful. Sometimes it is even better than being on the phone with clients as you can send them active URLs to help direct them to the right location(s) on the company website and receive feedback in real time so you can adjust your customer service accordingly and avoid potential misunderstandings that can lead to escalations otherwise.
Cons
I don't know if there is anything I actively dislike about the software, I personally haven't had any problems that I wasn't able to resolve quickly.
This review was submitted organically. No incentive was offered
Review Source: Capterra
Jennifer from Reunion Vacation Homes
July 2018
Great tool for a small company
Ease-of-use
Functionality
Quality
Support
Value for Money
Pros
Chat allows to show the geographic location of the person, allows for timed responses, creates tickets so you do not miss anyone, and allows for easy communication
Cons
Doesn't let you share files without downloading the files, cannot share credit card details without blanking out info even though they are supposed to be compliant
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source: Capterra
James from Technology intelligence Agency
Specialty: Software / IT
Number of employees: 2-10 employees
July 2018
Apps for everyone!
Ease-of-use
Functionality
Quality
Support
Value for Money
We love LiveChat. The availability of the apps that span across different operating systems is a huge bonus and was what initially drew us to the program. Our customers love the program going from chat to form, as they can contact us when we are not available to answer a chat. While the price is a little higher than other live chat clients, this one is worth the price because of the use by multiple agents on a single license. This sold us on the program, and we will continue to use it until it is no longer supported. It’s definitely worth it.
Pros
Apps. Many other live chat options do not include apps, especially not ones that work across both Android, Apple, Mac, and PC. It’s handy in case you are not in front of a computer or have to go from a Mac to a PC, then you have access on both. The fact that multiple agents can use the program (though only one at a time per license!) is very important. Many other live chat programs allow only one per person. This adds up quickly when you have more than one agent. The ability to change the website widget from a chat to a form is great on weekends or after business hours. This allows customers to be able to contact you without having to wait for business hours.
Cons
The only slight con is the cost of the product, but this is offset by the ability for multiple agents to use one license, as long as only one is logged on at a time. To do the same with other programs, you would have to purchase more than one license. So, the cost is justified, but there is still the initial sticker-shock. If the price were a little bit lower, we would be able to purchase two licenses and have two people on at the same time. However, the ability to have more than one person use the license makes it seem like we have loads of agents on at the same time. We did experience one or two bugs, but the tech support was able to fix them quickly so that we were back online within minutes.
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source
Anutte from MyTaskHelper.ru
July 2018
A powerful tool for customer support
Ease-of-use
Functionality
Quality
Support
Value for Money
Pros
The list of services available to integration is amazing - here and TeamViewer, and WordPress, and Google Analytics, and much more, which I use with pleasure in my work. A convenient distribution system between consultants allows you to painlessly increase the staff of technical support agents without sacrificing quality.
Cons
There is no free fare, but there is a 30-day trial period, which seems to be enough. And also there is no support for many languages, so users will have to understand the system.
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source: Capterra
Florence from PayFast
Number of employees: 51-200 employees
July 2018
Livechat is the standard ,others should follow.
Ease-of-use
Functionality
Quality
Support
Value for Money
Pros
Livechat is feature rich and I will tip Livechat as the best help desk solution out there, when it comes to handy features for customer support agents and the level of support offered to support teams.
As the senior customer care agent in my organization,I especially like the daily chat summary. Livechat sends me a summarized performance metric of my team at close of work everyday.Therefore allowing me to know how well or badly we have performed for the day.
Cons
Livechat provides my team with everything we need to effectively guide our customers in their journey with my organization.I see Livechat as the gold standard for every other help desk solution to follow.
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source: Capterra
Laurie from Mulberry Holiday Cottages
Number of employees: 11-50 employees
July 2018
Software connected our Web Traffic to our Sales Team in a meaningful way
Ease-of-use
Functionality
Quality
Support
Value for Money
The software allowed us to leverage additional Sales Team activity from our web traffic - letting us increase engagement with customers and drive additional sales.
Pros
The chat routing functions allowed me to segment traffic on particular pages to relevant parts of the sales team.

Reporting allows us to monitor productivity of team members & the success the tool is having with regards to generating additional activity for the Sales team.

The control of the Engagements function lets you customise your strategy, you can be disruptive to user journey if you feel it's needed or more relaxed in showing off the chat tool by withdrawing pop-ups and forcing the user to engage with you.

The support team is great, and the integration is easy
Cons
I dislike the inability to control the engagements based on device, e.g. being able to offer less pop-up engagements on mobile than by desktop.

The user group functionality can be a little clunky at times.
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
Review Source: Capterra

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369 Reviews of LiveChat

LiveChat

Ease-of-use

Functionality

Quality

Support

Value for Money

Pros

Cons

Worth the investment for a well-designed helpdesk tool

Ease-of-use

Functionality

Quality

Support

N/A

Pros

Cons

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

Ease-of-use

Functionality

Quality

Support

Value for Money

Pros

Cons

I like the organic integration of LiveChat with amoCRM

Ease-of-use

Functionality

Quality

Support

Value for Money

Pros

Cons

Decent Software, but Too Much Spam

Ease-of-use

Functionality

Quality

Support

N/A

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Cons

Very good, recommend

Ease-of-use

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Support

Value for Money

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Easy and affordable

Ease-of-use

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Support

Value for Money

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A great live chat option

Ease-of-use

Functionality

Quality

Support

Value for Money

Pros

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A remarkably good chat option

Ease-of-use

Functionality

Quality

Support

Value for Money

Pros

Cons

Chat for my website

Ease-of-use

Functionality

Quality