LiveChat

Premium Customer Service Software for Live Chat & Help Desk

4.6 /5 (1032 reviews) Write a Review!

LiveChat Overview

What is LiveChat?

LiveChat is a premium online chat software which allows customer service agents to contact customers directly on their website, via social media or in the mobile, web or messaging app. Easy to implement, customize and rebrand, LiveChat is perceived as a simple chat window that sits on a website. Under the hood, it’s a powerful customer service software that fulfills all communication needs of modern companies.

LiveChat is available for agents using web browser, dedicated applications for Windows, Mac OS X and mobile devices running iOS and Android. It was designed specifically for providing top-tier customer service. It integrates with over 100 SaaS solutions. Used by over 26,000 businesses in over 150 countries and handling hundreds of millions of chats a year, LiveChat is one of top providers of customer service solutions in the world.

LiveChat Overview

Cost

Starting from
USD 16.00/month

Pricing options

Free Trial
Subscription
Value for money

LiveChat is offered as SaaS - paid recurrently, price depends on number of live chat operators using the service.

LiveChat is available in 4 plans:
Starter - from $16 per seat/month billed annually, or $19 month-to-month
Team - from $33 per seat/month billed annually, or $39 month-to-month
Business - from $50 per seat/month billed annually, or $59 month-to-month
Enterprise - $149 per seat/month billed annually only


LiveChat Features

Devices
Business size
S M L
Markets
Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 21 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Ukrainian, Thai

Screenshots

LiveChat screenshot: LiveChat makes customer service more efficient by letting you hold multiple live chat sessions at the same time
LiveChat screenshot: LiveChat makes customer service more efficient by letting you hold multiple live chat sessions at the same time LiveChat screenshot: Gather relevant information on your on-site visitors. You can track their name, currently viewed page, time zone and more, without leaving the live chat app. LiveChat screenshot: Each part of the live chat box can be customized to make it work with the rest of your website’s design; brand your live chat with a logo and include social media channels. LiveChat screenshot: Customize chat window to match your brand's style LiveChat screenshot: Group teammates by expertise – sales, support and finances – and assign live chat conversations to them. LiveChat screenshot: Spot areas that can be optimized and more efficient with built-in live chat and ticket metrics.

LiveChat Reviews

LiveChat Reviews

Overall rating
4.6
/
5
Excellent
720

Very good
261

Average
43

Poor
6

Terrible
2

Value for Money
4.5
Features
4.4
Ease of Use
4.7
Customer Support
4.6
95% recommended this app
Greg D.

LiveChat Connects Me to My Candidates Fast!

I get instant connection to my customers with tons of features, customizations, and robust reporting.


Verified Reviewer

LiveChat mudou minha empresa

Our company started using LiveChat because we were losing a lot of customers due to the lack of support that was able to solve problems quickly. Before we started using the software, we used e-mail and this generated very slow communication with our customers. We implemented LiveChat just over two years ago and improved the level of our service. Since then, we have increased the efficiency of our work, reduced costs and mainly improved our relationship with the client.


Annabel D.

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.


Verified Reviewer

LiveChat is everywhere!

It integrates very nicely with our system providing good information regarding clients that come into chat


Cynthia W.

Easy to use and fast for support

My general experience so far might be a decent one and that I can't hold on to discover what different highlights and assets live talk has for me! I unquestionably prescribe to any individual who's interested in internet business. I'll keep utilizing this inside what's to come. I even have been utilizing this product since the time a darling prescribed it to me and that I am so appreciative since the time overly simple to utilize.


Greg D.

LiveChat Connects Me to My Candidates Fast!

Used Daily for 1+ year
Reviewed on 08/02/2018
Review Source: Capterra

I get instant connection to my customers with tons of features, customizations, and robust reporting.

Pros

What I like most about LiveChat is it's reliability. When I began researching chat applications to recommend to a client for use in their recruiting efforts, I found a lot of options. I also found a lot of issues. Many of the applications I looked at were complicated and glitchy.

Then I found LiveChat. LiveChat just worked. It was solid application whether online or on my desktop and it handled chat conversations reliable while offering all the features I was looking for in a manned chat application. When I spoke with a representative from the company, I found out why.

LiveChat set out from the beginning to be a manned chat solution and to be the best in the business. I was kind of disappointed with this at the beginning, because I was hoping for a solution to handle both manned and bot style chats. LiveChat didn't have bots, but they were so far above every other manned chat platform, that I had to choose them.

Incidentally, they have developed a bot situation since I first signed up with them and it is just as robust. It's called botengine.ai and I highly recommend it. BotEngine integrates seamlessly with LiveChat and both applications work reliably with Facebook Messenger, Web Pages, Landing Pages, and more.

LiveChat offers tons of customization, professional looking interfaces, and robust reporting. I can easily use it on my desktop computer, my notebook, my tablet, or my phone. And just like I said before, it just works.

Cons

If there was anything to dislike about LiveChat, it would be that it is resource-intensive on my iMac. This is a casualty of my business, though. I have to use a lot of memory-hog applications every day, so a lot of times I will enable LiveChat just on my mobile device or my notebook while I'm working at my desk. That way I can still respond to chats without slowing down my main machine.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Verified Reviewer
Industry: Executive Office
Company size: 501-1,000 Employees

LiveChat mudou minha empresa

Used Daily for 2+ years
Reviewed on 12/06/2020
Review Source: Capterra

Our company started using LiveChat because we were losing a lot of customers due to the lack of support that was able to solve problems quickly. Before we started using the software, we used e-mail and this generated very slow communication with our customers. We implemented LiveChat just over two years ago and improved the level of our service. Since then, we have increased the efficiency of our work, reduced costs and mainly improved our relationship with the client.

Pros

LiveChat integrated perfectly with our business, the software is fast and allows us to reduce the average service. Because we are able to solve our customers' problems more quickly, we were able to expand our customer portfolio. This means increased revenue for our company. But the most positive effect was being able to improve the way our company was seen in the market. The best thing about LiveChat is that it allows us to work and at the same time provide support to our client, because whenever there is a new interaction, the software emits an audible warning on the mobile device and this allows us to be answering questions in real time.

Cons

Well, we currently face only a few difficulties with the usability of the app for mobile devices, because the web version of LiveChat is perfect, but the mobile version and a little limited, in my view, needs to expand the features in the mobile version, such as the resolution tags that are not allowed to be added in each contact, but the web version has this function. Another issue that implies the use of LiveChat is the cost of implementation, which is a little high by the standards of some companies.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Annabel D.
Industry: Computer Software
Company size: 13-50 Employees

Good value but lacks some key functionality and integration

Used Daily for 1+ year
Reviewed on 17/12/2018
Review Source: Capterra

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

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 6.0/10

Verified Reviewer
Industry: Internet
Company size: 51-200 Employees

LiveChat is everywhere!

Used Daily for 2+ years
Reviewed on 21/04/2020
Review Source: Capterra

It integrates very nicely with our system providing good information regarding clients that come into chat

Pros

This product is very easy to use and has a great integration to Zendesk ticket management. Support is always very helpful when needed

Cons

Their application sometimes proves to be glitchy and often times out but still worthwhile. Should there be a disconnection, the chat is passed to the next available agent

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Cynthia W.
Industry: Internet
Company size: 1,001-5,000 Employees

Easy to use and fast for support

Used Daily for 1+ year
Reviewed on 28/06/2020
Review Source: Capterra

My general experience so far might be a decent one and that I can't hold on to discover what different highlights and assets live talk has for me! I unquestionably prescribe to any individual who's interested in internet business. I'll keep utilizing this inside what's to come. I even have been utilizing this product since the time a darling prescribed it to me and that I am so appreciative since the time overly simple to utilize.

Pros

I like how you'll get to the entirety of your web-based social networking destinations to talk likewise as fantastic programming I would prescribe to any merchants and individuals who are beginning such as myself moreover. I lean toward the comfort where you are doing not have to jump on hold anticipating a live specialist. The talk operator goes ahead right away.

Cons

The thing I favor least about the product is once I have to anticipate somebody to answer to my inquiry, yet that happens once I call client care too. At times the sole drawback I may discover during this would be the deferral in video talk and message alarms besides that simply minor burdens.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

User recommendation
8.7/10
Based on 1,032 user ratings
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LiveChat Pricing

LiveChat Pricing

Starting from
USD 16.00/month
Free Trial
Subscription
Value for money

LiveChat is offered as SaaS - paid recurrently, price depends on number of live chat operators using the service.

LiveChat is available in 4 plans:
Starter - from $16 per seat/month billed annually, or $19 month-to-month
Team - from $33 per seat/month billed annually, or $39 month-to-month
Business - from $50 per seat/month billed annually, or $59 month-to-month
Enterprise - $149 per seat/month billed annually only

LiveChat is offered as SaaS - paid recurrently, price depends on number of live chat operators using the service.

LiveChat is available in 4 plans:
Starter - from $16 per seat/month billed annually, or $19 month-to-month
Team - from $33 per seat/month billed annually, or $39 month-to-month
Business - from $50 per seat/month billed annually, or $59 month-to-month
Enterprise - $149 per seat/month billed annually only

Value for Money
4.5/5
Based on 1,032 user ratings
Compare value for money rating with alternatives
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LiveChat Features

LiveChat Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customisable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Multi-Language
Real Time Monitoring
Reporting & Statistics
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4.4/5
Based on 1,032 user ratings
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Categories

Videos and Tutorials

Videos and Tutorials

Additional information for LiveChat

Additional information for LiveChat

Key features of LiveChat

  • "What If" scenarios
  • API
  • Access restriction
  • Activity dashboard
  • Agent activity reports
  • Alerts / escalation
  • Application integration
  • Applications management
  • Archiving & retention
  • Audit log
  • Authentication & security
  • Automated follow-ups
  • Automated greetings
  • Automated scheduling
  • Average response time reporting
  • Banned visitors list
  • Built-in help desk
  • Business analysis
  • CRM integration
  • Canned responses
  • Cash management
  • Charting
  • Chat
  • Chat transcript
  • Chat window CSS customization
  • Chat windows translations
  • Chat/ticket tagging
  • Collaboration review
  • Contact history
  • Credit card masking
  • Customer analysis
  • Customer history
  • Customer support tracking
  • Customizable branding
  • Customizable templates
  • Daily summary reports
  • Data visualization
  • Email integration
  • Email templates
  • Employee profile
  • Event triggered actions
  • Feedback collection
  • File sharing
  • File transfer
  • Filtered views
  • First response time reporting
  • Fully customizable chat window and buttons (logo, colors)
  • Goal management
  • Goal setting / tracking
  • Group statistics
  • Help desk integration
  • Help desk management
  • History tracking
  • Instant messaging
  • Interactive reports
  • Labeling
  • Macros
  • Mobile apps for iOS and Android
  • Mobile chat window
  • Mobile integration
  • Multi-channel communication
  • Multi-language
  • Multiple website support
  • Offline access
  • On-demand reporting
  • Operator activity reports and analytics
  • Performance reports
  • Pop-up or embedded chat window
  • Pre-chat & post-chat surveys
  • Proactive chats
  • Proactive chats and triggers
  • Programming languages
  • Ratings & reviews
  • Real time analytics
  • Real time monitoring
  • Real time notifications
  • Reporting & statistics
  • Request routing
  • Sales tracker
  • Search functionality
  • Security & encryption
  • Security assistance
  • Single sign on
  • Smart or manual chat routing
  • Social media integration
  • Staffing prediction
  • Support ticket tracking
  • Surveys & feedback
  • Tag-based reports
  • Third party integration
  • Ticket form
  • Ticket management
  • Timeline management
  • Transfer management
  • Trouble ticketing
  • Two-factor authentication
  • User activity monitoring
  • Visitor tracking
  • Visual analytics
  • eCommerce integration

Benefits

LiveChat increases number of successful transactions.
It helps increase average order value.
Companies using it increased sales conversion rate and customer satisfaction level.
Customers using LiveChat get access to company reps in a very simple way.
All chats are secured, what makes LiveChat a reliable communication channel.

GetApp Analysis

GetApp Analysis

Reduced bounce rates are often tied to increased conversions. However, many businesses remain mystified at how they can better target and engage with leads on their own websites. LiveChat is a web-based solution that provides a way to do just that, allowing customer support agents to communicate with website visitors in real-time.

LiveChat was built for sales and support teams at companies of all sizes, and more than 15,000 companies are already using the solution. In addition to its popular live chat feature, which enables service agents to communicate with leads on their websites in real-time, LiveChat also includes features such as help desk ticketing system, tags, file-sharing, reports, feedback statistics, and eCommerce capabilities for measuring the impact chat has on online sales. Businesses can customize the look of their live chats to develop better brand awareness, and they can access previous communications with website visitors through their LiveChat archives.

LiveChat can be used through web browser or dedicated desktop and mobile apps

What is LiveChat?

LiveChat helps businesses give their customers a hand. The solution can be used for two different, although equally important, scenarios. Sales teams can use the cloud-based application to increase the number of transactions and the average value of customer orders that come in through their websites. Meanwhile, support teams can use LiveChat to improve overall customer happiness and resolve complaints or other issues in less time.

Almost as soon as businesses have signed up for LiveChat, service agents using the tool can begin reaching out to help their customers find what they need. This alone has been shown to reduce bounce rates and churn rates, and it can often increase customer satisfaction levels. Because LiveChat was built from scratch to be used as a sales and support tool, it was designed to support some of the fastest customer service among chat providers. LiveChat is the only provider currently on the market with customer support available 24 hours a day, seven days a week, 365 days a year for all customers.

Customers display LiveChat Dashboard on the big screens in their offices

LiveChat Main Features

Chatting with Customers

At the core of LiveChat is a real-time chat tool, which service and support agents can use to communicate with website visitors in real-time. This tool helps users target the most promising leads and engage them before they’ve had time to bounce.

Jump right in with an offer to help a customer on your website using LiveChat’s chat feature. LiveChat prepares you for the conversation by providing you with details about any previous communication the online visitor has had with your company. You can also transfer challenging chats to your teammates and use pre-made canned responses to improve response times. Additional information can be gathered from external sources like Facebook, CRM application or email marketing systems.

Chats

Tracking Visitors with Tickets

Tickets continue a company’s communication with a customer if that customer’s issue isn’t solved on the spot via chat. Integrations with email marketing solutions, like Mailchimp, ensure that interactions don’t end, by subscribing customers to mailing lists.

With LiveChat, you can create a new ticket manually during the ongoing chat session or from an archived chat. When your LiveChat is offline — usually during non-business hours, when your sales teams are not in the office — website visitors are encouraged to fill out ticket forms. LiveChat also allows you to forward emails from particular email addresses into its customizable ticketing system.

Detailed reporting in LiveChat provides information about customer satisfaction, ecommerce conversion and customer support efficiency

Customizing Chat Windows

Customization features make it possible for businesses to adjust the look of their chat windows to improve brand awareness and messaging. Users can select a chat window skin and add company logos. They can also use custom CSS for advanced design tweaks.

Make sure customers know which company they’re talking to by adding a logo for your business to your chat window. LiveChat gives you the option to make your own buttons or to use pre-made chat buttons that fit your website’s existing design. White label options also allow you to remove the “Powered by LiveChat” message that visitors see when they communicate with your team. Agents are able to upload their own pictures for even more personal communication.

Theme Customization

Generating Reports

Sales and support teams can’t improve if they don’t know what they’re doing right and wrong. With reports, LiveChat users can easily see how many chats they’ve gotten, how their operators are handling those real-time discussions, and how satisfied their visitors feel at the end of their online chat sessions.

Click over to the Reports section of your LiveChat account to view detailed metrics. LiveChat displays the information as charts, which can be sorted and filtered by agent or time period. You can also see the visitor satisfaction ratings and chat availability records, and you can track how many chats ended with a sale, website registration, or other targeted goal. Export of the analytics is also available in higher plans, so data-driven companies can use the data for creating advanced reporting.

Reports

Creating Chat Surveys

Visitor information is incredibly useful for sales and support departments. LiveChat has a seamless way to collect that data with online chat surveys.

Create a pre-chat survey that shows up at the beginning of each online chat. This survey can ask your visitors for basic information, such as their name or email address, before their real-time chats begin. However, it can be also used in more advanced scenarios, like directing customers into particular departments of the company. If you prefer, you can also implement post-chat surveys, which are a useful way to assess the quality of agents and the satisfaction level of customers who’ve interacted with your team. Data from chat surveys, along with the chat history, is exportable for further reference to external solutions like CRM applications, help desk software, email marketing applications and marketing automation tools.

Chat Surveys

LiveChat Integrations

LiveChat integrates with a number of third-party services, including those in the analytics, CMS, contact management, CRM, desktop sharing, eCommerce platforms, email marketing, file sharing, help desk, invoicing, and social media categories.

A few of the many third-party services that LiveChat integrates with include Magento, Shopify, BigCommerce, Desk.com, Mailchimp, Salesforce, Facebook, Dropbox, and Zapier.

LiveChat Pricing

LiveChat offers five pricing plans to support the needs of customers of various sizes: the Starter, Regular, Team, Enterprise, and Enterprise Plus. Organizations can create as many accounts as they need. The number of purchased seats decides the number of agents that can be logged into the service at the same time.

Prices for LiveChat start at $16 per seat, per month, and increase to $149 per seat, per month.

LiveChat Bottom Line

  • Allows for real-time communication with website visitors
  • Designed from scratch to be used as a sales and support tool
  • Independent from third-party software and IM networks
  • Helps agents engage with promising leads
  • Shown to have a positive result on average transaction size and customer satisfaction
  • Used by companies of all sizes, including SMBs and enterprises

LiveChat FAQs

LiveChat FAQs

Below are some frequently asked questions for LiveChat.

Q. What type of pricing plans does LiveChat offer?

LiveChat offers the following pricing plans:

Starting from: USD 16.00/month

Pricing model: Subscription

Free Trial: Available

LiveChat is offered as SaaS - paid recurrently, price depends on number of live chat operators using the service. LiveChat is available in 4 plans: Starter - from $16 per seat/month billed annually, or $19 month-to-month Team - from $33 per seat/month billed annually, or $39 month-to-month Business - from $50 per seat/month billed annually, or $59 month-to-month Enterprise - $149 per seat/month billed annually only

Q. What are the main features of LiveChat?

LiveChat offers the following features:

  • "What If" scenarios
  • API
  • Access restriction
  • Activity dashboard
  • Agent activity reports
  • Alerts / escalation
  • Application integration
  • Applications management
  • Archiving & retention
  • Audit log
  • Authentication & security
  • Automated follow-ups
  • Automated greetings
  • Automated scheduling
  • Average response time reporting
  • Banned visitors list
  • Built-in help desk
  • Business analysis
  • CRM integration
  • Canned responses
  • Cash management
  • Charting
  • Chat
  • Chat transcript
  • Chat window CSS customization
  • Chat windows translations
  • Chat/ticket tagging
  • Collaboration review
  • Contact history
  • Credit card masking
  • Customer analysis
  • Customer history
  • Customer support tracking
  • Customizable branding
  • Customizable templates
  • Daily summary reports
  • Data visualization
  • Email integration
  • Email templates
  • Employee profile
  • Event triggered actions
  • Feedback collection
  • File sharing
  • File transfer
  • Filtered views
  • First response time reporting
  • Fully customizable chat window and buttons (logo, colors)
  • Goal management
  • Goal setting / tracking
  • Group statistics
  • Help desk integration
  • Help desk management
  • History tracking
  • Instant messaging
  • Interactive reports
  • Labeling
  • Macros
  • Mobile apps for iOS and Android
  • Mobile chat window
  • Mobile integration
  • Multi-channel communication
  • Multi-language
  • Multiple website support
  • Offline access
  • On-demand reporting
  • Operator activity reports and analytics
  • Performance reports
  • Pop-up or embedded chat window
  • Pre-chat & post-chat surveys
  • Proactive chats
  • Proactive chats and triggers
  • Programming languages
  • Ratings & reviews
  • Real time analytics
  • Real time monitoring
  • Real time notifications
  • Reporting & statistics
  • Request routing
  • Sales tracker
  • Search functionality
  • Security & encryption
  • Security assistance
  • Single sign on
  • Smart or manual chat routing
  • Social media integration
  • Staffing prediction
  • Support ticket tracking
  • Surveys & feedback
  • Tag-based reports
  • Third party integration
  • Ticket form
  • Ticket management
  • Timeline management
  • Transfer management
  • Trouble ticketing
  • Two-factor authentication
  • User activity monitoring
  • Visitor tracking
  • Visual analytics
  • eCommerce integration

Q. Who are the typical users of LiveChat?

LiveChat has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

Q. What languages does LiveChat support?

LiveChat supports the following languages:

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Ukrainian, Thai

Q. What type of pricing plans does LiveChat offer?

LiveChat has the following pricing plans:

Subscription

Q. Does LiveChat support mobile devices?

LiveChat supports the following devices:

Android, iPhone, iPad

Q. What other apps does LiveChat integrate with?

LiveChat integrates with the following applications:

ActiveCampaign, Campaign Monitor, Cayzu, Logicbox, Talkdesk, Toonimo, VidGrid, Vision Helpdesk, Zendesk, amoCRM

Q. What level of support does LiveChat offer?

LiveChat offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials