LiveChat Review, Pricing, Pros and Cons
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In this review of LiveChat, you’ll find more information about its features, price, pros and cons and why you should consider using it.
Ready to unlock the secrets of LiveChat, the customer service genie in a digital bottle? Whether you’re a curious newbie or a seasoned pro, this review is your treasure map to navigating the labyrinth of features, quirks, and yes, even the fine print.
Buckle up, because we’re diving deep into the world of real-time customer engagement, where every chat is a step closer to turning visitors into loyal fans. Intrigued? You should be. Let’s chat!
What is LiveChat ?
LiveChat is a comprehensive customer service platform designed to enhance customer satisfaction and drive sales.
The software is trusted by over 37,000 companies worldwide and offers a range of features including omnichannel messaging, AI chatbot automations, and custom forms for lead qualification.
It also provides robust chat tools that allow businesses to proactively solve customer problems and respond faster. LiveChat integrates seamlessly with over 200 tools, enabling functionalities like CRM updates, order management, and payment acceptance directly within the chat interface.
The platform is designed for easy setup and offers a 14-day free trial.
LiveChat features
Ready to explore the Swiss Army knife of customer service? Hold onto your hats as we unravel the features that make LiveChat the MacGyver of online engagement.
Website Chat Widget
The website chat widget is embedded on the customer’s website and appears as a small chat box, usually in the bottom right corner of the web browser. It is visible on both desktop and mobile devices. This widget serves as the initial point of contact between the website visitor and the customer service agent.
Agent Application
The agent application is used by company employees to respond to customer queries. It is a web-based application, allowing agents to log in and chat with website visitors using any browser. Desktop applications are also available for Windows and Mac OS X, along with mobile apps for Android and iOS. The agent application is equipped with user interface tools like canned responses, keyboard shortcuts, and a typing indicator with customer message sneak-peek to make communication more efficient.
Passive and Active Communication
LiveChat offers two types of online chat sessions: passive and active. Passive communication starts when the website visitor clicks on the chat button or widget. Active communication is initiated either manually by the agent or automatically by the LiveChat system based on predefined criteria such as searched keywords, time spent on the website, or encountered errors.
Real-time Website Traffic Monitoring
This feature allows for real-time monitoring of website traffic. It helps in identifying the best prospects visiting a website based on data gathered from the purchasing decisions of 65 million buyers.
Built-in Ticketing System
LiveChat comes with a built-in ticketing system that helps in managing customer queries and issues effectively.
Agents’ Efficiency Analytics
The system includes a feature for analyzing the efficiency of agents. It allows for the calculation of conversions from chat invitations into chat sessions and then into sales.
Third-Party Integrations
LiveChat integrates with third-party services for various functionalities like transactional emails, subscription billing, performance monitoring, and instant screen sharing with customers.
Multilingual Support
LiveChat is available in 48 languages, making it accessible to a global audience.
Open and Scalable Platform
Initially available as a closed solution, LiveChat has evolved into an open and scalable customer service platform. It has its own ecosystem of applications, companies, and services that support business communication with tools like API documentation and multiple points of integration.
LiveChat pricing
Ah, the million-dollar question – or maybe just a few bucks a month. Let’s dive into the treasure chest and see what kind of gold (or copper) you’ll find in LiveChat’s pricing plans.
Beginner: Small Office/Home Office
- Price: $20 per month per agent (annual billing) or $24 per month (monthly billing)
- Features:
- 60-day chat history
- Basic widget customization
- Availability
- Data security
Team: Full-time Support Team
- Price: $41 per month per agent (annual billing) or $49 per month (monthly billing)
- Features:
- Unlimited chat history
- Full widget customization
- Availability
- Data security
- Basic reports
- Agent groups
- Multiple brands
Business: Customer Service Department
- Price: $59 per month per agent (annual billing) or $69 per month (monthly billing)
- Features:
- Unlimited chat history
- Full widget customization
- Availability
- Data security
- Advanced reports
- Agent groups
- Multiple brands
- Staff forecasting
- Work scheduler
Enterprise: Fortune 500 Companies
- Price: Custom (individual contract with annual billing)
- Features:
- Unlimited chat history
- Full widget customization
- Availability
- Data security
- Advanced reports
- Agent groups
- Multiple brands
- Staff forecasting
- Work scheduler
- Dedicated account manager
- Product training
- Software support
- Security assistance
- HIPAA compliance
- Single Sign-On (SSO)
Conclusion
LiveChat is a comprehensive customer service platform designed to enhance customer satisfaction and drive sales. It offers a range of features including automation, omnichannel messaging, and easy integration with over 200 tools.
The software is trusted by over 37,000 companies and aims to provide a seamless chat experience on your website. It not only captures and qualifies leads through custom forms and AI chatbot automations but also tracks sales and business goals.
The platform is designed to offer a superb customer experience by anticipating questions and providing faster responses.
Advantages
- Faster Support: LiveChat offers quick resolution times, often less than a minute, making it highly efficient.
- Real-Time Text Preview: Agents can see what the customer is typing in real-time, allowing for more customized and prompt answers.
- Instant Customer Feedback: The platform allows for immediate feedback collection, helping agents to improve continuously.
- Multitasking: Customers can continue with their other tasks while chatting, making the service non-intrusive.
- Advanced Analytics: The software provides numerical insights like peak hours and average response times, helping in service optimization.
Disadvantages
- Demographic Limitations: Older demographics may find it less intuitive to use.
- Online Requirement: The service requires agents to be online, which could be a limitation during peak hours.
- High Expectations for Response Time: Customers expect quick responses, requiring adequate staffing for optimal service.
By offering a blend of efficiency, real-time support, and advanced analytics, LiveChat stands as a robust tool for any business looking to enhance its customer service and drive sales.
Frequently Asked Questions
How do I add LiveChat to my website?
Ah, the first step to world domination—or at least customer satisfaction. To add LiveChat to your website, you’ll need to:
- Sign up for a free 14-day trial (because who doesn’t love freebies?)
- Grab the tracking code from the LiveChat code section (it’s like a secret handshake)
- Place the code in your website’s HTML files (don’t worry, it’s easier than assembling IKEA furniture)
- Log in to one of LiveChat’s applications and start chatting with visitors (now you’re the life of the party)
What kind of reports can I get ?
You’ll get daily summaries, last 7 days’ stats, chat ratings, and more. It’s like your personal LiveChat horoscope, but with numbers.
Can I invite visitors to chat ?
Absolutely! You can either set up automated greetings that trigger under certain conditions or manually invite visitors like a chat party host.
Is the chat window customizable ?
You bet! Change the color scheme, upload your logo, or even change the language. Make it as unique as your grandma’s secret cookie recipe.
What If I need to change an agent’s email ?
Sorry, no take-backsies on the email. You’ll have to create a new agent account with the new email and delete the old one. It’s like breaking up but with email addresses.
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