LiveChat Reviews & Pricing

by LiveChat | Founded 2002, Wroclaw, Poland

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Overview Pricing Benefits Reviews Features

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What is LiveChat?

Industry Specialties: Serves all industries

LiveChat is a live chat software designed to improve customer engagement and support. It allows businesses to engage with website visitors in real-time, providing immediate assistance and resolving queries efficiently.

LiveChat is ideal for businesses looking to enhance their customer experience, increase conversion rates, and streamline support processes. Its key benefits include improved communication, reduced response times, increased customer satisfaction, and valuable insights into customer behavior.

Popular features of LiveChat include customizable chat widgets, proactive chat invitations, offline messaging, chat routing, and analytics. It integrates seamlessly with popular CRM and help desk systems, ensuring a comprehensive customer support solution.

LiveChat offers flexible pricing plans based on the number of agents and features required. Its pricing ranges from a basic plan for small businesses to enterprise-level plans for large organizations, with payment options including monthly and annual subscriptions.

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User Sentiment

Based on 1298 reviews:

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Product Screenshots and Videos

LiveChat Pricing

Based on our most recent analysis, LiveChat pricing starts at $20 (Per User, Monthly).

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Starting From: $20
Pricing Model: Per User, Monthly
Free Trial: Yes, Request for Free

Training Resources

LiveChat is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for LiveChat:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

LiveChat Benefits and Insights

Why use LiveChat?

Key differentiators & advantages of LiveChat

Reduces Costs: LiveChat helps companies cut costs by employing a smaller staff. It allows customer service agents to talk with multiple visitors at once to maintain efficiency.
Boosts Customer Satisfaction: The software provides customer information like name and current page viewed so agents are able to operate with full context. This visibility, along with customer feedback surveys and chat ratings, helps companies increase CSAT (customer satisfaction) scores.
Enables Faster Responses: The software facilitates timely responses through real-time interactions, canned responses and chat previews that show what a customer is typing before they hit send.
Offers Free Trial: Users can test the software for 14 days to see if it works for them before committing to a purchase. The free trial offers the features included with the Team package.
Provides 24/7 Support: Companies can provide round-the-clock support via integration with ChatBot, allowing customers to get their questions answered at any time.
Lightens Workloads: Integration with a knowledge base reduces the number of queries that agents need to handle by allowing customers to find answers in the company knowledge base directly from the chat.
Lets Users Customize: Configurable widgets enable the creation of personal experiences that are on-brand. Users can change colors, upload the company logo, add introductions and agent headshots, set chat button types, and optimize for web and mobile interfaces. The chat window also supports 45 languages.

Industry Expertise

LiveChat has been deployed by 28,000 customers across the globe, encompassing sectors such as HR, education, automotive, travel, customer service, foreign exchange and e-commerce.

LiveChat Reviews

Average customer reviews & user sentiment summary for LiveChat:

1298 reviews

93%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of LiveChat reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Seamless Customer Support: LiveChat enables real-time communication, allowing businesses to resolve customer queries promptly and efficiently, enhancing customer satisfaction.
Personalized Interactions: Agents can access customer history and context, facilitating personalized interactions that build stronger relationships and drive loyalty.
Increased Conversion Rates: LiveChat provides an opportunity to engage with website visitors proactively, addressing objections and guiding them through the conversion funnel.
Improved Team Collaboration: LiveChat fosters collaboration between agents, allowing them to transfer chats seamlessly and share customer information for effective problem-solving.
Comprehensive Analytics: LiveChat offers robust analytics that provide valuable insights into customer behavior, enabling businesses to optimize their live chat strategy and measure its impact.

Cons

Inconsistent Agent Availability: Users experience frustration when they are unable to connect with a live agent during critical moments, leading to unresolved queries and dissatisfaction.
Limited Customization Options: Predefined chat templates and inflexible chat window designs restrict businesses from tailoring the live chat experience to match their brand identity and specific needs.
Data Security Concerns: Users are hesitant to provide sensitive information through live chat platforms due to concerns about data privacy and the potential for security breaches.
Delayed Response Times: Slow response times can lead to frustration and abandonment, especially during peak hours when users expect immediate assistance.
Lack of Proactive Engagement: Live chat software that lacks proactive engagement features limits the ability of businesses to initiate conversations and proactively address customer needs.

Researcher's Summary:

LiveChat is often praised for its user-friendly interface and ease of setup. It seamlessly integrates with various platforms and offers a wide range of customization options. One of its strengths is the ability to create automated chatbots, which can handle simple inquiries and free up agents for more complex tasks. LiveChat's analytics and reporting capabilities provide valuable insights into customer interactions, allowing businesses to optimize their support strategies. It compares favorably to similar products due to its comprehensive feature set, intuitive design, and robust reporting functionality. These factors are crucial for businesses seeking a reliable and efficient live chat solution.

However, some users have expressed concerns about occasional technical glitches and limited customization options for chatbots. Additionally, LiveChat's pricing can be a consideration for smaller businesses or those with limited budgets. Despite these minor drawbacks, LiveChat remains a top choice for businesses seeking a comprehensive and user-friendly live chat solution. Its strengths in ease of use, automation capabilities, and reporting functionality make it particularly suitable for businesses looking to improve customer support efficiency and gain valuable insights into customer interactions.

Key Features

Ticketing System: This module streamlines and simplifies the process of managing tickets. Users can create tickets from email or chat, group related cases with tags, assign tickets, schedule automated follow-ups and track open cases via a dashboard. Any messages sent after hours are saved as a ticket so no conversations are left untouched.
Chat Routing: This feature ensures that customers speak to the most suitable agent based on department (sales or service, for example). Incoming chats can be routed automatically based on criteria like URL, or they can enter a queue for agents to manually select from.
Reporting: A range of reports and analysis tools grant visibility into support efforts for a better understanding of performance. Managers can project staffing needs, monitor agent activity, track effectiveness via ticket statistics, drill down based on tags or groups and view high-level metrics like number of chats. Reports can be scheduled and delivered in multiple formats including CSV and XLS.
Marketplace: LiveChat offers integration with more than 170 third-party tools for CMS, CRM, help desk, analytics, email marketing and e-commerce. Integrations include Slack, Calendly, Dropbox, Salesforce, Google Analytics, Facebook Messenger, ChatBot and MailChimp.
Eye-Catcher: This tool increases engagement with chat widgets by letting users add visuals like images and GIFs that help draw attention to the chat.
Notifications: This feature prevents messages from going unanswered via visual and audio alerts. Users can select the type of notifications to receive — new messages, new chats, etc.
File Sharing: Reps can provide information when needed through this feature, such as sharing tutorials or marketing collateral. Visitors can also share files.
Chat Archives: Users don’t have to worry about losing historical information with the ability to refer to chat histories. This feature is included in all plans, but the Starter package has a limit of 60 days.
E-Commerce: Managers are able to estimate and measure the effectiveness of LiveChat with tools for goal setting and sales tracking.
Security: LiveChat provides robust security via SSL encryption, single sign-on (SSO), two-step authentication, credit card masking, access restriction and audit logs. It’s hosted on U.S. or E.U. data centers and supports IP blocking.

Suite Support

Customers with an Enterprise plan receive support in addition to what’s listed below, including a dedicated account manager, legal aid, and consultation for implementation and integration. LiveChat also offers support for developers with API status and docs, a developer console, blog posts and a community.

Email: The support team is available by emailing [email protected] or via the website live chat option.

Phone: Phone support is available for all pricing tiers.

Training: Training sessions are only offered for customers with the Enterprise plan. LiveChat provides self-guided training to all users in the form of help articles and webinars. There’s also a user community.

Tickets: No ticket system is available.