LiveChat Archived Reviews (More than two years old)

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Chamakhe Maurieni
Real User
CEO at a logistics company with 1-10 employees
Dec 10 2017

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.

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… more»

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.

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 solution did I use previously and why did I switch?

No, we did not.

Which other solutions did I evaluate?

We did not. LiveChat was suggested by a friend.
Vendor
Director of Global Support at a hospitality company with 51-200 employees
Jun 13 2017

What is most valuable?

As a manager I use all features, but reporting and setting are my personal favorites because they're easy to use and provide data that helps you with the right decision.

How has it helped my organization?

Since we started to use LC we managed to increase out customer satisfaction level, increase sales and most important thing to speed up our interaction with our customers because it's all "in real… more»

What needs improvement?

I have sent my feedback to their development team. I asked them for more filtering options for reporting and Agent profile permissions. This was because I wanted more options while creating agents… more»

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

It's always a question what was before, the chicken or the egg, right at start your customers will probably need to get used to the idea of having this option but when it starts you will increase… more»

Which solution did I use previously and why did I switch?

No, this was the first application we tried and decided we don't change anything because we are super happy with it.

Which other solutions did I evaluate?

We did investigate but pretty soon we realized we want LC, I really don't remember how this all went back in 2011. When we started to discuss this idea so I don't feel comfortable writing about it.
Find out what your peers are saying about LiveChat, Zendesk, TOPdesk and others in Help Desk Software. Updated: July 2020.
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Vendor
Customer Service Rep at a healthcare company with 501-1,000 employees
Feb 14 2016

What is most valuable?

The ability to customize the button look and feel, as well as utilizing an animated GIF to increase the amount of interest in contacting our sales team has been so… more»

How has it helped my organization?

This allows us to communicate visitors to the site that would be just browsing. By allowing us to have a direct conversation to provide pricing or other options that… more»

What needs improvement?

It would be nice to be able to search the previous archives. I would like a gallery of animated GIF icons.

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

I would start with one license, and then if you find that it isn't enough or want to track each employee, increase the licenses. I found the Team plan to be the most… more»

Which solution did I use previously and why did I switch?

I have not used another Live Chat platform as this one was the first one I tested and continued using ever since.

What other advice do I have?

I would definitely look into Live Chat Inc as a provider for communicating with your customers. Their reports and range of capabilities is very easy to customize and… more»

Which other solutions did I evaluate?

I did my initial research and found that Live Chat had more to offer over other companies and stuck with them ever since.
Vendor
Owner at a non-tech company with 51-200 employees
Jan 21 2016

What is most valuable?

The live chat is invaluable. We also found that we cannot monitor it 24/7, so the ability to leave a message if we are not on helps us capture those interactions with our… more»

How has it helped my organization?

Every company searches for ways to have authentic conversations with there clients, especially those prompted by the client. Also, people don’t want to read anymore… more»

What needs improvement?

We have not found areas for improvement. We love it just the way it is. There is nothing we would change or add.

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

We found we could get along with one user on at a time, however we recently increased that option and it makes it easier as our team doesn’t need to communicate their… more»

Which solution did I use previously and why did I switch?

No

What other advice do I have?

We have recommend this product to many camps in our industry and it is being adopted as a best practice during summer camp sales season. I am not tech savvy. This is a… more»

Which other solutions did I evaluate?

No we did not. This one came highly recommended and the price was right so we went with them.
Consultant
Director of Client Success, Co-Founder at a tech services company with 51-200 employees
Jan 15 2016

What is most valuable?

- LiveChat's exceptional support, available 24 hours a day, 7 days a week. - Javascript and REST API, enabling custom integrations to suit the needs of our clients. - Unlimited customisation of team… more»

How has it helped my organization?

Through the capabilities of LiveChat we are able to fully customise each live chat implementation to suit the goals of our clients. We are also able to report on specific detail to allow continued… more»

What needs improvement?

I'd like to be able to create teams and filter the reports by team, in addition to the ability to currently filter by group, date, agent, tag etc. I'd also like to be able to customise what widgets… more»

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

You can easily scale up and down the number of seats you need and only be billed pro-rata which is perfect for keeping control of costs and scaling as required.

Which solution did I use previously and why did I switch?

We had researched various different solutions before choosing LiveChat but it was the first solution we were properly committed to.

Which other solutions did I evaluate?

Yes, various other options available on the market at the time. Olark, Zopim, Live Person etc. LiveChat's support was second to none.
Vendor
Head of Support at a comms service provider with 51-200 employees
Jan 05 2016

What is most valuable?

The two things I found the most useful are real-time monitoring and proactive invitations. We no longer have to wait for visitor's reaction - we can engage them!

How has it helped my organization?

At this point we're using it mostly for support. We've added it to our app, so our clients no longer have to use email - they can chat with our support directly for the… more»

What needs improvement?

I couldn't find any. At the level we're using it right now we've got everything we need, so it's hard for me to say what can be improved.

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

You must remember that the prices are per seat, not per created agent. It really does make a difference. We're using a Team plan and I think it fits perfectly into our… more»

Which solution did I use previously and why did I switch?

We have tested other solution, but there were not as good as LiveChat. When we started using LiveChat we found it very easy and intuitive.

What other advice do I have?

If you are not using it - start using it! Your customers will love it. It's really simple for agents and customers.

Which other solutions did I evaluate?

We did evaluate other options - Zopim and Olark - but we found LiveChat much better. The application is very clean and easy to use, we can use it on mobiles and our… more»

What is LiveChat?

Premium live chat software with help desk features.

Used by businesses to provide amazing customer service, increase online conversion and improve sales results.

LiveChat is a quality customer service software for companies striving to constantly improve their customer experience.

Easy to implement, easy to pick up from day 1 by customer service agents, easy to use by customers on your website.

Give it a try at https://www.livechatinc.com

LiveChat customers

Our product is used by over 29,000 companies in 140 countries worldwide. List of our customers includes brands such as:

ASUS, Samsung, ING, Roku, LG Electronics, Better Business Bureau, Kaspersky Lab, Daimler, Air Asia, Tele2, Adobe, Orange, Zalora, HarveyNorman, Bombardier and many more.

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