LiveChat Software


LiveChat is an integrated chat and help desk platform that allows companies of all sizes to chat with their visitors and customers. The solution embeds into the business website from where the online visitors can communicate with the agents via a chat window.

Along with core live chat functionality, it has a wide range of add-on modules, including some for sales and marketing automation, and integrations with third-party customer relationship management (CRM) platforms. Businesses can install LiveChat on multiple websites and can connect with the larger audience. Customers can also be invited to the chat box by sending the chat link to them via email and text messages. Each chat is automatically graded based on the analysis of the responses given by the customers.

LiveChat is a customizable solution, allowing users to add different themes and colors to their chat windows. It offers customer support via chat, email and phone.



563 Reviews of LiveChat

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 563 reviews

December 2018

Anonymous

Verified Reviewer

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

4 of 5

Functionality

4 of 5

December 2018

Easy to set up live chat for your website

Pros

This is the best live chat we have used so far.

It’s quick to set up, is relatively well priced, is easy to customize and brand, works incredibly well and is compatible in all browsers and operating systems.

As an administrator, the set up was a charm and it’s an easy tool to maintain and keep online. We rarely see downtime and out customer service agents really like using it

You get mobile support, SSL inscription, lchat history/logs and great tracking and analytics tools.

Cons

The pricing is the only thing that should concern people. I believe there are cheaper alternatives but in my opinion the easy of use and feature set make this the best pick.

December 2018

Annabel from Pimberly

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

2 of 5

Functionality

3 of 5

December 2018

Good value but lacks some key functionality and integration

Livechat gives us the ability to engage more directly with visitors to our site. It has certain functional limitation which my team find frustrating, however for the price that we pay, it is still good value.

Pros

Livechat has provided a really useful platform for us to get started with livechat provision on our site.

The chat interface itself is easy for agents to use. It is also inexpensive compared with other similar platforms.

Cons

There are some important features missing or lacking. Spell check within the livechat itself is crucial for agents to ensure we are always putting our 'best foot forward', while trying to respond quickly to visitors. The automated greetings are great but lack the ability to set logic within the conditions, meaning I don't have quite the level of control I would like over the greetings.
The CRM integration has also been difficult to implement, and hasn't worked well for all our agents. Which has caused some issues with manual data entry and some lost data. This integration is crucial to our workflow.
The customer service has, overtime, become much more automated and it has therefore taken me longer and been more frustrating to get solutions to issue that I have come up against. While the platform itself has improved in functionality through the time i've been using it, I find the customer support has become less helpful and personal.

Response from LiveChat Software of LiveChat, Inc.

Replied December 2018

Hi Annabel, Thank you for your feedback, we do our best to create the best live chat experience for our customers and to constantly improve our product. If you don't mind, our Customer Success Team will be in touch to collect a few more information regarding some of the issues you experienced. Cheers, LiveChat Team

December 2018

Catalina from iProspect

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Functional tool for support and customer service

Pros

We use LiveChat online chat for quick service and support of the company's customers. The tool allows you to control the chats of other managers. There is a function to view the history of correspondence with the user. You can transfer your own orders to other managers.

Cons

The LiveChat client support tool lacks the function to order a callback, and I would also add the ability to send messages when the manager is offline.

December 2018

Mzangila from Keroche Breweries Limited

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

LiveChat is an Easy to Use Communication Tool that Connects us with Our Customers

My experience with LiveChat is honestly good because it is an essential software that is not difficult to use at all. We like using it because it is affordable.

Pros

I like using LiveChat because it has great features that makes it easy to communicate with our clients and potentials. It saves conversations. Therefore, if the customer experience an internet hiccup, he or she will come back without having to start all over again. This makes it a convenient software.

Cons

I have no major problems with LiveChat because it has been a convinienet tool that connects us with all our clients online. We are able to address our customers issues on time.

December 2018

Joseph R. from The TJX Companies, Inc.

Company Size: 10,000+ employees

Review Source: GetApp


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

LiveChat saves time and makes connecting the right people efficient

Pros

When we implemented LiveChat into our system a few years ago it saved us time and energy into figuring out who needed help with what and getting them to the right people.

Cons

Not many cons except that we received some feedback that the connection was poor sometimes and that the automated help feature needed some tweaking.

December 2018

Tamara from Tamara Singleton md inc

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

EASY

Just fine and better than waiting on hold on a telephone

Pros

easy and you can use it without thinking about it

Cons

sometimes it is better communication to talk to someone

December 2018

Varinder from Tangoe

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Great features and very easy to use

Pros

I am user of LiveChat for 3-4 years and i love this chat tool over all others. It has great features, very intuitive and user friendly interface, and above all great pricing structure.

Cons

It needs to have direct integration with Pardot

Response from LiveChat Software of LiveChat, Inc.

Replied December 2018

Hi Varinder, 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

December 2018

Daniel from In-Time

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Great piece of software to aid your customers

Generally it has been a pleasant experience. Customer services were quick to respond and we have not had any issues at all.

Pros

The interface is very intuitive and easy to use. There are lot's of features to help engage with customers on your website. The app is very stable and also works perfectly with our CMS which is Wordpress.

Cons

I would have liked more options to customize the chat window in the settings. I did this through CSS so it wasn't a problem but a drag and drop interface would be awesome, for less savvy users.

December 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

The best chat agent, hands-down!

Pros

We've tried a handful of live chat plug-ins and have finally found a home. Dealing with the customer service of others was painful and we wouldn't receive answers for 24 hrs. With LiveChat, You can expect next to immediate support and solutions from the first request!

Cons

There's nothing I like least about it. I just wish I found it sooner!

December 2018

Stephanie from YWCA

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

The BEST Live Chat Option

Pros

By far my favorite Live Chat option when I need to talk to anyone in Customer Service. Fast response, never crashes, easily save transcripts of conversations.

Cons

That not all companies use this Live Chat software.

December 2018

Dawn from Centra Partners

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Great way to get help without all the red tape and waiting

Pros

I love this product. So many companies use it.

Cons

I feel like the people on the other end of the chat should have more abilities to solve problems. That's not really the programs fault, but the companies that utilize it

December 2018

Anonymous

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

This tool can make connects in business easier.

Pros

LiveChat is great tool for busines when you have to solve many problems of your clients. Addictionaly it's very easy in use.

Cons

I think LiveChat can be expensive for small business when you use this tool very rarely. But in big busines it isn't big cons.

December 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Functionality

4 of 5

December 2018

Good Enough

Pros

It works. It's stable and dependable.

Cons

It's just good enough. There is nothing flashy or cutting edge. It's just a good product that works. Doesn't push the envelope.

December 2018

Michele from DLP

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Very easy to use and discrete

It has been a time saver and very convenient rather than sitting on hold.

Pros

Love that with a quick click of a button I can reach someone to troubleshoot an issue or just to ask a question and not have to be on hold forever. In some cases I have found they can email your conversation as well.

Cons

Nothing, I have had a great experience every time.

December 2018

Justin from Sportdecals

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

It does what it says it does - LiveChat... and then some more.

Pros

Ease of use - we were up and running on multiple platforms within minutes.
Loads of features - from basic chat to a reporting dashboard, it's feature rich.
Uptime - So far reliability has been in the at least if not better than 98% uptime.
Responsive support - relatively quick response to inquiries compared to > 24 hours for some companies.

Cons

Occasional hiccups in service seem to take more time to resolve than we would like (> 1 hour down)

December 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Great chat software integrates with Shopify

Pros

I really like how well it integrates with shopify. They have a great mobile app too.

Cons

I have not found anything I particularly dislike about LiveChat

December 2018

Antony from Geolabs Solutions Company Ltd

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Great Software for Communication with the Customers

My experience with LiveChat is great and incredible. It is a tool that we rely on for communication purposes. I like using it because it has great features.

Pros

I like using LiveChat because it has a user-friendly interface that is easy to understand. The software facilitates effective communication between our customer care team and the clients. We will continue using it because it is absolutely affordable. Unlike other communication tools, LiveChat is easy to use.

Cons

Nothing puts me off about LiveChat. It is a great tool that I can even recommend to other people. No cons.

December 2018

Bren from Engineering

Company Size: 201-500 employees

Review Source


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Easy to connect through this app! Excellent!

Pros

This app/software help me to connect easily in other people like my team, staffs and suppliers wherever you are.

Cons

Nothing least about this app for now, because it's compatible to any devices and easy to use.

December 2018

Eric from DreamCloud

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

3 of 5

December 2018

LiveChat Is a Great Solution for a New Business but not larger Businesses

Overall, this is a fantastic tool for a new business. It's easy to use, simple to set up and easy to administer. However, it doesn't have enough features and integrations to help with a rapidly growing business.

Pros

- Easy to use
- Has great feature to show what the customer is typing.
- Easy to configure and set up.
- Adding users is simple.
- Has an API and integrations

Cons

- Doesn't provide Multibrand support/customization.
- API pulls limit the amount you can pull
- Zendesk integration requires manual creation of tickets. Can not create new tickets for each automatically.
- Support team is hit or miss with its assistance.

December 2018

Reno from Xwork Digital Agency

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Best Virtual Assistant for your Site!

Pros

The Live Chat virtual assistant is an invaluable tool for those looking for an instant, anytime and anywhere “connection” between site owner and the customers.

Cons

Previously the iOS app was not updated to iPhone X screen resolution but this has been fixed in the latest update. So no complains, really!

Response from LiveChat Software of LiveChat, Inc.

Replied December 2018

Hi Reno, 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