LiveChat reviews: Pros, Cons & Pricing of the Popular Live Chat Software

In Guides
July 19, 2018
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What is LiveChat?

LiveChat is a sleek platform designed for your live support, web analytics, and online marketing needs. You can install it on your website and chat with your potential customers and existing clients in real time. The system has three main modules: operator application, online chat window, and online control panel. The operator app is cross-platform and you can chat with visitors utilizing mobile and desktop clients.

LiveChat provides efficiency reports and enables real-time monitoring of website traffic. Besides English, it is available in numerous other languages including French, Spanish, German, Dutch, Russian, Thai, Chinese, Portuguese, and Polish. The software easily integrates with other platforms and applications including Facebook. The best part is LiveChat’s chat window, interface, and reporting can be customized for your needs.


Product Quality Score:

Main functionalities
84%
Collaboration features
N/A%
Customization
84%
Integration
84%
Ease of Use
83%
Help & Support
83%
Security
83%
Mobility
84%
Media Rating
84%
TOTAL SCORE
84%


Main Features

Agent Application

  • Browse chat history with a particular customer
  • Enable customers queue and begin chats with specific clients
  • Get notifications about chats and conferences
  • Organize conferences and invite available agents to chat
  • Proactively engage your customers to chat
  • Request and manage a customer’s desktop using Remote Desktop functionality
  • See customers’ details, including page and geolocalization
  • Spell check in real-time using suggestions and custom dictionaries support
  • Supervise chats
  • Talk with unlimited customers in real time at the same time
  • Transfer customers to another agent
  • Whisper to other helpdesk team agents and help with sales process

Customer Web Application

  • Assess a team agent’s service and fill the Post-chat Survey
  • Be notified when an agent replies
  • Chat with your desktop browser or even a mobile device
  • Get a callback from an agent
  • Know when a team agent replies
  • Print the web chat log
  • Save the web chat log to local drive
  • Send the web chat log to email address
  • Website monitoring
  • Analyze referrers: web pages where your customers came from
  • Check customer’s browser, language, among others
  • Check notifications about new visitors
  • Install monitoring code
  • Monitor keywords visitors entered in the search engines
  • Monitor users’ visit history
  • Monitor visitors in real-time
  • See visitors’ status

Customization

  • Access to custom color themes generator
  • Brand chat window with company logo
  • Choose from the Chat Window templates
  • Customize Pre-chat Surveys, Post-chat Surveys and Offline Message forms
  • Integrate the LiveChat software with your existing CRM system
  • Share common Canned Responses, URL Addresses, and Aliases
  • Upload customized Chat Buttons, Standard Invitations, and Personal Invitations graphics

Statistics & Analytics

  • Agents’ availability
  • Average Speed of Answer, Average Queue Waiting time
  • Average Talk Time, Invites, and Chats Traffic Density
  • Google Analytics integration
  • Pre-Chat and Post-Chat Surveys

List of Benefits

In our LiveChat review the software has been distinguished with our Great User Experience Award and Rising Star of 2018 Award. The following are its benefits:

Amaze Your Customers

LiveChat helps your helpdesk agents provide amazing customer support to your buyers. It goes beyond what phone and email can offer as it can do the heavy lifting. Provide quick answers to your customers and eliminate long queues. Thus, LiveChat can enable you to get a substantial edge over your competitors.

Track Your Visitors

LiveChat reviews indicate that the software allows you to track your site visitors in real time. You can find out if they are filling the shopping cart or abandoning it, in which case you can initiate a chat. The advantage is, using LiveChat, one agent can chat with 10 times more visitors than a phone agent.

Insightful Reports

LiveChat can generate reports for each agent and provide data such as number of chat invitations, number of chats, average time spent with a visitor, and more. You can also measure response speed and create strategies to improve your service. You can also get reports on stats such as queued visitors, first response times, and chat duration. Utilize these reports as well as staffing prediction to appoint the required number of support reps to manage all chats. Your customers can also view details such as customer satisfaction levels, achieved goals, and number of chats.

Useful Chat Tools

Agents can view what customers are typing and they can start creating their responses or insert template messages. If needed, an agent can transfer their chat to team members. Utilize chat surveys to learn the needs of your visitors and offer more precise and personalized service. Managers can supervise the chats of new team members to guide them and track their performance. The tickets feature enables agents to close queries that can’t be managed via chat.


Technical Specifications

Devices Supported

  • Windows
  • Mac
  • Android
  • iPhone/iPad

Language Support

  • English

Pricing Model

  • Monthly payment
  • Annual Subscription

Customer Types

  • Small Business
  • Medium Business
  • Large Enterprises

Deployment

  • Cloud Hosted

Available Integrations

  • Zendesk
  • Zen Cart
  • Zapier
  • X-Cart
  • WordPress
  • WHMCS
  • Volusion
  • TeamViewer
  • Talkdesk
  • SugarCRM
  • Shopify
  • Segment.io
  • SalesForce Desk
  • Salesforce
  • PrestaShop
  • OmniStar
  • MailChimp
  • Magento
  • LogMeIn Rescue
  • Joomla!
  • Join.me
  • iContact
  • Highrise
  • HelpIQ
  • Google Tag Manager
  • Google Analytics
  • Google Adwords
  • GetResponse
  • FullContact
  • FreshBooks
  • Firefly
  • Facebook
  • Ekmpowershop.com
  • Drupal
  • Dropbox
  • CoreCommerce
  • Campaign Monitor
  • Bigcommerce
  • AmoCRM
  • AmeriCommerce
  • ActiveCampaign
  • 3dcart
  • 1&1


Video

Available Support

  • Phone
  • Email
  • Live support
  • Tickets
  • Training


Software Pricing

LiveChat offers a 30-day free trial and 4 pricing packages:

Starter Plan: $16/seat/mo (billed annually) or $19 billed monthly

  • Unlimited agent accounts
  • Ticketing system
  • Data security
  • Basic chat customization
  • 60-day chat history

Team Plan: $33/seat/mo (billed annually) or $39 billed monthly

  • Unlimited chat history
  • Unlimited agent accounts
  • Ticketing system
  • Multiple brandings
  • Full chat customization
  • Data security
  • Basic reporting
  • Agent groups

Business Plan: $50/seat/mo (billed annually) or $59 billed monthly

  • Work scheduler
  • Unlimited chat history
  • Unlimited agent accounts
  • Ticketing system
  • Staffing prediction
  • Multiple brandings
  • Full chat customization
  • Data security
  • Agent groups
  • Advanced reporting

Enterprise Plan: $149/seat/mo (annual billing only)

  • Work scheduler
  • Unlimited chat history
  • Unlimited agent accounts
  • Ticketing system
  • Staffing prediction
  • Software engineer support
  • Single Sign-On (SSO)
  • Security assistance
  • Product training
  • Multiple brandings
  • Full chat customization
  • Dedicated acc. manager
  • Data security
  • Agent groups
  • Advanced reporting
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