All LiveChat Reviews
1-25 of 1,625 Reviews
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Lorraine
Education Management, 11 - 50 employees
Used more than 2 years
OVERALL RATING:
5
Reviewed March 2021
Engage quickly and easily with customers on your site
Patrik
Verified reviewer
Internet, 1 employee
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed August 2022
LiveChat review
We set up a live chat for our customer on his eshop. Quick setup within a few minutes and the customer also quickly adopted the livechat window.
PROS14 day free trial version Possibility to share the screen with the customer A huge number of features such as automatic replies, switching between operators, offline messages and more.
CONSAfter the 14-day free version expires, you need to purchase the paid version. For some, this can be off-putting.
Reason for choosing LiveChat
The customer chose this software because he liked it the most and it best suited his e-shop needs.
Sagar
Computer & Network Security, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2021
Chat live instantly with high feature.
Amazing chat platform Client support make professional with live chat
PROSEasy chat Easy ticket management Knowledge base management Easy to search Soft client supports
CONSApplication sometimes taking load to run except nothing can less as compare to cost
Reason for choosing LiveChat
For best client management's Communication of client Providing best ticket support Well ticket management
Reasons for switching to LiveChat
For the best and segregate platform for Client support
Annabel
Verified reviewer
Computer Software, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
2
FUNCTIONALITY
3
Reviewed 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.
PROSLivechat 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.
CONSThere 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.
Vendor Response
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
Replied December 2018
Clarke
Farming, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2024
No More Phone Call Waiting with LiveChat
As Desktop Support Analyst, it has been easy for me to communicate with customers online without having to make and receive long calls.
CONSIntegration to our website was hectic during initial setup - kudos to the vendor support team for intervention.
Anonymous
1 employee
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed January 2023
Maybe the best Live help integration!
The feature that I like the most is that it can be integrated into the sites. The best live chat integration I have used on my own sites works both on wordpress and on a site made from scratch and it works very well for me. And let me add that it's customizable, I think it's one of its best features, and it's also a tool without the need for a purchase. Many features are offered to you for free.
CONSI don't think it had any shortcomings, because it was not a good thing that it could not be added to a complete integration only mobile applications, maybe there is, but I couldn't find it, but that's it.
Reasons for switching to LiveChat
After I met live chat, I saw that a very paid service in livepro is available for free on livechat.
Anonymous
11-50 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed March 2023
LiveChat Review
LiveChat is a reliable and effective tool for connecting with customers in real-time, improving customer satisfaction, and driving business growth.
PROSLiveChat is a powerful software that enables us to connect with our customers in real-time. With a user-friendly interface, more than 40 languages supported in this software and more features that I do like such as chat transcripts, chat ratings...etc
CONS1/ The software can be expensive, for smaller businesses.2/ Mobile app needs to be more user-friendly as the desktop version.
Reason for choosing LiveChat
User-friendly interface, extensive features, competetive pricing for the features it provides ( the pricing is transparent, with no hidden fees or charges).
Anonymous
2-10 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2020
Excellent Software For Your Website
The experience that i encountered with this software has been superb, it has helped our company turn live visitors into qualified prospective clients, in this day and age instant customer service and support are essential for any business. We use live chat in combination with other software to complete the next steps in our prospect conversion and follow through.
PROSI like how easy it is to deploy the software on my website and the customization ability that it provides to me. One can customize everything from the chat design the colors and the pop ups the visitor will see. There is availability to custom design it to go with your websites design. The software has availability for multiple users, and 3rd party app integration enabling us to take our prospective client from start to closing in our sales process
CONSThe only feature id like to be able to remove is the live chat link at the bottom of our chat pop up. Other than that everything is superb.
Reason for choosing LiveChat
We choose live chat because the deployment on our website was more simpler at the moment.
Cheryl
Automotive, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2023
Easy way to communicate with customers and shoppers
Would highly recommend as the software is basic and intuitive to use. Can easily train new employees within minutes of use. Customer support is excellent as well.
PROSEasy of use of the software as it is intuitive and basic.
CONSSometime the notifications would be missed and we weren't sure if it was our hardware of the software itself.
Reasons for switching to LiveChat
Car Now was super complicated and even after one year of use we still didn't have a good grasp if the software.
Adrian
Alternative Medicine, 2-10 employees
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2023
Great product, works and easy to use.
Good
PROSEasy to set up. Integrates well and is a fair price.
CONSCould be a it cheaper. Could be a bit cheaper. Not in Canadian dollars.
Reason for choosing LiveChat
Simply texting
Reasons for switching to LiveChat
Zendesk is very rad to set up and has glitches.
Jennifer
Environmental Services, 11-50 employees
Used monthly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2024
LiveChat Review
I like it as its interactive easy to manage and useful
PROSI like most of the Livechat because its interactive
CONSI like Live chat and have no complaints.
Sharmin
Food Production, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2023
Tips and Strategies
Overall, LiveChat has greatly improved my customer service experience. Its user-friendly interface, customization options, and integration with other platforms make it a valuable tool for managing customer chats. While there are some limitations, such as limited automation and customization options, I am happy with using LiveChat and would recommend it to other businesses.mdrashedulkarim7@gmail.comgive me another title Sure, here's another title for you:"Mastering Productivity: A Comprehensive Review of Top Productivity Tools"mdrashedulkarim7@gmail.comgive me another title How to Build Strong Relationships with Your Customers: Tips and Strategies
PROSUser-friendly interface: LiveChat's interface is easy to use and navigate, making it simple to manage chats with customers.Customization options: LiveChat allows for customization of the chat widget, chat window, and chat greetings, which can help to reinforce brand identity.Integration with other platforms: LiveChat integrates with a variety of platforms, including WordPress, Shopify, and Facebook, making it easy to manage chats from one central location.Robust reporting and analytics: LiveChat offers in-depth reporting and analytics features that help businesses to track important metrics, such as customer satisfaction and agent performance.Mobile app: The LiveChat mobile app makes it easy to manage chats on-the-go.
CONSLimited automation: While LiveChat offers some automation options, such as chat greetings and canned responses, it lacks more advanced automation features.Limited customization for agents: There is limited customization for agent profiles, which could impact branding efforts.Limited integrations with other platforms: While LiveChat integrates with some popular platforms, it does not have integrations with all platforms, which could be a limitation for some businesses.Limited customer support options: LiveChat's customer support options are limited, with no phone support available.
Eric
Outsourcing/Offshoring, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2018
Outsourced Provider LiveChat Integration
Around 5 years ago we began looking for a new LiveChat solution not only for our business, but the clients we represent who offer support of tens of thousands of end users each. Because of thi,s we needed a feature rich platform that integrated with our own internal tools but also was easy to integrate and configure on our client's websites. We looked at a number of different solution providers and LiveChat won our business with a stable platform, easy to integrate with, easy to separate out by customer and also was very budget friendly which is especially important in the outsourcing business. 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. Over the years LiveChat has continued to provide excellent support for their product and is constantly adding new features and tools that our team enjoys - chat agents, management, and developers alike. Whenever I have had an integration issue or a question about the product their support team has been extremely prompt and helpful in all of their support channels. We are very pleased with our choice to move to LiveChat and look forward to continuing business with them for many years to come.
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
Vendor Response
Thank you and really happy you like using LiveChat, we do our best to make it even better, every day!
Replied December 2018
Amytha Grace
Retail, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed August 2023
I panic when I hear the knock knock.
My experience with LiveChat is worthwhile. Aside from it's really serving it's purpose for our business, it does not make our lives complicated.
PROSAs part of general sales support of our company, this software was probably the easiest that I dealt with when I was learning all our tools. It's very user-friendly, not complicated, all the buttons can be learned, and the important function of getting in touch with a customer was quick and easy. We can send photos, links, files, or what not just to make things clear to our customers. We were able to generate additional sales when we started using this app because our customer don't need to call us anymore. We were able to assist them with whatever concerns they have whether it's sales or customer service by just chatting, so this makes their lives more convenient. As an agent of our company, we know that our business is good when we always here the knock knock sound of this app because there's a potential customer on the other end.
CONSFirst, I'd say the cost of this app. There are other options for the same service that is cheaper that this. Second, how big of a file this app is. Desktop wise, it's fine. But on the phone, it takes up quite a storage space.
Jennifer
Internet, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2018
The most convenient way to provide customer service
We love LiveChat here. It keeps our call volume and abandoned call volume down, but also allows us to complete every function that we can on a phone call. We can set up a service call, take a message for a supervisor, turn service on and off, etc. We can literally do everything that we do on the phone but add the convenience for our customers.
PROSThis allows customers to reach out and discuss issues that they are having with their service, or to set up new service, without calling in. It helps our company to keep the abandoned calls down, while still providing quality service to our customers. It's also convenient for those customers that need to have a conversation with us but can not be on the phone because they are at work. It provides all of the functionality of calling into our call center in a more convenient package.
CONSIf the customer has an internet hiccup during a conversation, it will drop the conversation - though it does save the history so that they are able to come back without having to repeat everything. I would not call this a major drawback. If a customer calls in, there is a chance that they will have bad cell service and drop the call as well, without the benefit of the chat history. This is not a flaw with the product itself, but more the platform that it draws from and I would say that the flaw is equal to that of phone calls without the added drawback of abandoned calls.
Michele
Retail, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2023
A versatile App
It has been one of the greatest apps that I've ever used to interact with customers and the fact that we're able to send the chat transcripts give an incredible peace of mind to the clients
PROSYou can easily share files with customers, send links, or even schedule meetings - you can also set up canned responses to answer common queries. It's also great that you can transfer chats between agents, which is helpful if your business has multiple departments with different specialties (or mostly because customers tend to request to speak to an agent) It is also important to note that the messages have a layout that is similar to Facebook/messenger. the queued chats are displayed in a column on the left panel, while you can focus on a chat in the center panel. Additionally, there's a right panel where you can see all the details of the customer that you're currently helping (sites that they've visited, their device, their browser, if they're a returning customer or not, etc.)
CONSIt can be pricey if you have several agents - there are multiple plans based on how many people you need to go live - One of the basic ones allows you to have 14 people at the same time (including admins, so this can reduce the number of agents that'll be assisting a customer))
Reason for choosing LiveChat
based on the plethora of capabilities of the app, it's a great alternative to also collect accurate data
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2018
Great software just wish it integrated with messaging software for easier time maintaining response
Helped us give a better appearance of being on top of the technical world. We did a get a few leads, but not enough for the time needed to maintain the platform for us to keep it. Great if you have a larger staff (staff of 19 with one person available), or if you are willing to invest in the bot and still have someone to maintain as half of their job. Or that is what I found.
PROSVery easy to use. Highly editable. Support has been FANTASTIC. We changed owners and needed to switch things over, they were so helpful in guidance. Great response on our website.
CONSHow it had to be constantly watched. I wish it could do some of the following. Integrate with messaging app (like iMessage) We would have loved to have multiple people use this for Sales and Service but it was so expensive to have one more license. It would be nice if there were levels, least expensive one license, next level 5-10 and so on. Options for small businesses to help support them, we only have on person who can barely watch the program(which is why we have discontinued it's use at this time). When that person is constantly watching it great results when they are not, it's barely worth the money we are spending. Would be neat to see if it could integrate with Apple Business Messages
Douglas
Professional Training & Coaching, 1 employee
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed May 2019
LiveChat Review
It's been positive overall, aside from dealing with privacy concerns for GDPR, such as IP address collection and lack of admin controls for this feature. While many visitors do not use chat, some do, and those that have used it have found it very helpful, and it has resulted in some additional conversions that may have not occurred otherwise.
PROS- Ease of setup - Reliable operation - User-friendly operational/agent interface - Ability to customize pre-questions to gain consent for personal info collection, etc.
CONS- Support for options to increase privacy protection of site visitors (ie, for EU GDPR compliance) could be better. For example, disabling IP address collection requires a special support request and then it is entirely removed. It would be much better if IP address enable/disable was an admin-controlled setting that, if enabled, would only remove the last octet of the IP address (like Google Analytics does for IP anonymization) so that geo info could still be collected but without the precision that would create a personal info privacy concern. - Blocking of bot-crawlers from the customer/visitor list is desperately needed, as they present a nuisance to agent operations. - The clearing of the customer list info seems to occur at random/unpredictable points in time -- this should be explained and there should be a button to allow manual clearing of the list by the agent. - The customer/visitor view options should include an "all current visitors" option so that all current visitors , whether invited or browsing, can be seen in one view. - Filters should be expanded to work for all fields, and should be persistent and be able to be saved so that switching views or restarting the application does not cause filter setups to be lost. - There should be a master enable/disable setting to deactivate LiveChat when desired, without the need to go into Wordpress and disable the plugin. -
Kaleb
Consumer Services, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2018
Great for our needs
We're the online arm of a century old shoe repair business, and wanted to offer a way for our customers to quickly ask questions about potential repairs, check order status, etc. without the need to call or send an email and wait for a reply. At first I was against having a chat function because I believed it would take up too many resources from our small processing staff; having to sit in front of the computer all day and waiting to see if a chat came in - they have lots of other things they could be doing rather than sitting in front of the computer. Using LiveChat's API functionality, I was able to some custom programming and integrated LiveChat with some Philips Hue lightbulbs, so now whenever a chat comes in, there are lights that start flashing all over the builiding so we know to get in front of the computer, but that leaves us free to go about our regular business during the day and saves us from having to keep one person tied up looking at the computer. It's worked out great for us so far!
PROSWe find LiveChat to be very user friendly, and especially like the API functionality.
CONSI can't really think of anything we dislike about LiveChat, it suits our needs perfectly.
Vendor Response
Hi Kaleb, 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
Replied December 2018
Laura
Telecommunications, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
FUNCTIONALITY
5
Reviewed November 2022
LiveChat
Overall the experience has been good, this tool helps us to handle the customers in a fast and effective way, it makes our jobs easier and optimized while providing the customers with more than a channel to get to us, while allowing my coworkers the best options to assist the customers.
PROSI like the fact that LiveChat provides me a fast communication with our customers. I also like the fact that LiveChat provides all the tools needed to develop and manage our business as a company. It is very easy for customers to reach out to us directly since it goes very well with social media platforms, making it easier to handle the customer's inquiries and concerns.
CONSWhile LiveChat works nice as a work desk for our LOB, it is a bit expensive compared to its competitors, since we have encountered issues while receiving the chats where there is a little bit of lag, and also the fact that the number of agents that we can have logged in is limited. We have encountered some other delays when reporting errors/issues to the support team.
Victor
Verified reviewer
Marketing and Advertising, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2018
No Helpdesk solution beats Livechat.
Livechat has helped my organization grow its email marketing list via its integration with Mailchimp. Primarily,Livechat has led to reduced bounce rate on our website and also a faster response time to customer complaints.
PROSLivechat is the most intuitive Helpdesk solution I have tried.It has got a reliable support team for companies and organizations using it.I like the regular email newsletters sent to users by Olga Kolodynska of Livechat ; these newsletters provides insights into newer ways via which we can maximize Livechat to close more sales ,reduce website bounce rate and increase revenue for my organization. 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.
CONSInability to respond to tickets via the mobile app.At the current time,the Livechat smartphone app. Is only used to chat with web visitors.There is no way to transfer chats ,or even make use of the canned response feature via the Livechat app.
Imran
Verified reviewer
Information Technology and Services, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed June 2022
One stop solution for customer service portal and helpdesk
Best customer help desk portal out there. It's been a delight using live chat
PROSYou can maintain anything from general query of a customer via live chat to managing a dashboard with all kinds of matrix
CONSNone that i can think of right now, they're pretty good at solving a problems
Shree Chandra
E-Learning, 1 employee
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
2
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed May 2023
Live chat
The software's customer's features and multi-channel support have customers to create a seamless customer experience the analytics and reporting tools have enabled agents to manage we chats and respond quickly to customer inquiries. Overall, LiveChat has received positive reviews for its user-friendliness, reliability and effectiveness in helping businesses improve we customer service.
PROSLiveChat has features that help all customers management their problem load effective such as canned responbility keyboard shortcuts and chat history.
CONSLiveChat to all costumers with analisis and reporting machine to measure the performance of their customer service team, such as chat duration, customer satisfaction ratings and agent productivity
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2018
Stay in touch with customers
We are able to include LiveChat on certain pages of our website to get the best customer interaction. Our representatives like using LC because it is easy and there are never any issues. Customers have never complained about our LC function and use it often to ask questions. We love it!
PROSLive Chat is super easy to use and our reps have no complaints. We have had a great experience with our customers as well and implementing it onto our website. Customers can easily speak to a real person through chat and get a fast response. We can see what customers are typing so we can prepare to answer quickly and with enough time to provide the best answer.
CONSI do not like the stock photos included. It's not a big deal since we use real photos of our staff, but for those who want to use a stock photo - many of them look too fake and almost uninviting. Not a huge deal breaker obviously, as the product itself is great, but in case you have to use this feature.
Emilia
Verified reviewer
Financial Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2018
The most feature packed support solution.
Setting up Livechat is as simple as copying the Livechat html code provided to new users during the signup process and pasting into the html section of your website code and you are good to go. Livechat is the most feature packed helpdesk support solution out there .It integrates with the most popular CRM solutions out there like Salesforce and Microsoft dynamics. I like how every chat conversation between support agents and web visitors are archived for future referencing. The sneak peek feature puts support agents one step ahead of website visitors ,by letting them see real life what a visitor is typing ; even before it is sent.
CONSI dislike how basic the Livechat mobile app. is ,only allowing chat conversations between agents and website visitors. Also we are unable to delete message archives ,except we contact Livechat and they delete it from their end.