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
Pricing
Pricing options
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
Screenshots
LiveChat Reviews
LiveChat Reviews
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.
LiveChat Connects Me to My Candidates Fast!
I get instant connection to my customers with tons of features, customizations, and robust reporting.
LiveChatInc Review
We are a 3rd party company using LiveChatInc app as our platform to serve our industry, and its been great. I tried several others, and there were functions I liked, but in the end, we came back to LiveChat because of their ease of use, support, and some unique capabilities other chat companies didn't have. There are a couple of important changes we would love to see to make it more customizable, but overall, I would recommend it highly.
I've tested at least 4 of the "top" live chat apps out there … and we came back to this one, as it was the best overall.
Apps for everyone!
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.
Perfect tool for Tupiniquim Hostel's Live Support
We use LiveChat as a reservation / general information channel for our hostel. Because of this we're able to provide a more humane support and convert these people into actual reservations. Before using LiveChat we tried like 3-4 different tools which weren't (not even by a long shot) as reliable and effective as LiveChat is. My partner did not want to sign up for LiveChat because it was like 300 % more expensive than the ones that we've being using but the cost/benefit is totally worth it. We've had an increase of 400-500 % of actual reservations because of this tool.
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Outsourced Provider LiveChat Integration
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
Response from LiveChat Software
Thank you and really happy you like using LiveChat, we do our best to make it even better, every day!
LiveChat Connects Me to My Candidates Fast!
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.
LiveChatInc Review
We are a 3rd party company using LiveChatInc app as our platform to serve our industry, and its been great. I tried several others, and there were functions I liked, but in the end, we came back to LiveChat because of their ease of use, support, and some unique capabilities other chat companies didn't have. There are a couple of important changes we would love to see to make it more customizable, but overall, I would recommend it highly.
I've tested at least 4 of the "top" live chat apps out there … and we came back to this one, as it was the best overall.
Pros
First of all the Support team is very friendly and helpful. This is key and they have always tried their best to help, and were open to my feedback on improvements that could be made.
It is very easy to use, very intuitive.
Has some unique features I've not found in other live chat apps (example: auto greetings to customers are personal, and come specifically from one of my live chat experts. Other platforms I've used, it sends a generic auto invite, and the customer has to ACCEPT to chat, before they are connected with an agent. We have compared, and this one feature makes our take rate (customer engages in a chat) much higher, due to it being a personal invitation by one of our reps.
Cons
The biggest one is the inability to customize Visitors window for our staff. An older version (which we still have to use) used to allow you to set up specific columns of info on each visitor. This way you could see how many times they visited, were invited, refused, etc… without having to click on each visitor to see this info. If you have a lot of visitors it is impossible to click on each of them in a timely manner and know whether to engage in a conversation. This is a big one that needs updated soon.
It has taken a long while to have auto invites work properly on all mobile platforms (iPad, iPhone, tablets, etc). It still isn't possible on all, but on most devices now, customers will get a pop up if you send an invitation to chat.
Wish you could set up a second Auto Invite (ie. at 1 minute into the visit, an auto greeting is sent … if declined, at 4 minutes, a second one is sent). Unfortunately, not possible.
When you send a personal invite, it classifies it as a CHAT, even if the customer doesn't chat with you. So the archives get filled with "blank chats" that you have to leaf through.
All of that said, besides the first one, it is still the best live chat app out there, in my opinion. Fingers crossed the Visitor view options will be changed back soon, to allow it to be more customizable for customers.
Apps for everyone!
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.
Perfect tool for Tupiniquim Hostel's Live Support
We use LiveChat as a reservation / general information channel for our hostel. Because of this we're able to provide a more humane support and convert these people into actual reservations. Before using LiveChat we tried like 3-4 different tools which weren't (not even by a long shot) as reliable and effective as LiveChat is. My partner did not want to sign up for LiveChat because it was like 300 % more expensive than the ones that we've being using but the cost/benefit is totally worth it. We've had an increase of 400-500 % of actual reservations because of this tool.
Pros
It's packed with powerful features, details about customers that let us deal with them in a better way. The integration with Facebook Messenger is pretty cool (even though it should allow us to click on the person and be taken to his profile). Archiving, tagging and searching couldn't be simpler. Super powerful features for international sites (we use 6 translations). There is no software like this on the market.
Cons
My only complain is that there is no tool for a supervisor or sysadmin to check LiveChat without being logged as a user. There was a plan to do that (I even replied the form) but apparently they shelved.
Ohh, and that the app (for iOS) just deals with chats, not with tickets. I use heavily both features.
Response from LiveChat Software
Hi Alexandre,
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
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LiveChat Pricing
LiveChat Pricing
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
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LiveChat Features
LiveChat Features
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Categories
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.
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.
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.
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.
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.
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.
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.
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, Thai, Turkish, Ukrainian
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
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.