LiveChat Review

Allows us to save automated answers to the most popular customer queries


What is our primary use case?

We use LiveChat to engage live with web visitors to our platform, monitor their behaviour while on the platform, and respond to their queries whenever they have questions to ask.

How has it helped my organization?

In the past, we used help desk programs which did not do much to increase our sales funnel. All that changed with LiveChat. We are able to create a knowledge base, create tickets, and allow agents to collaborate on creating tickets, thereby improving the correspondence time and the quality of feedback that we provide to customers.

What is most valuable?

I majorly love the ticket and knowledge base features, which allow us to save automated answers to the most popular customer queries. This has improved customer/helpdesk response times.

What needs improvement?

The service needs to be more popular than it currently is. I have seen SMEs use helpdesk programs which are not up to par. I will assume they do this as they are not aware of the power of LiveChat.

For how long have I used the solution?

Less than one year.

What do I think about the stability of the solution?

No.

What do I think about the scalability of the solution?

No, we did not. It was a smooth process.

How is customer service and technical support?

Great guys. There was a time we had issues with our credit card, and they extended our subscription by three weeks for free.

Which solutions did we use previously?

No, we did not.

How was the initial setup?

Very straightforward. We simply got mailed a setup code to paste on our website HTML code.

What about the implementation team?

We have an in-house team.

What was our ROI?

One year.

What's my experience with pricing, setup cost, and licensing?

I will advice potential users to do a free trial at first and see how much LiveChat works for them.

Which other solutions did I evaluate?

We did not. LiveChat was suggested by a friend.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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