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When it comes to communicating with customers through our website, I’ve found that using LiveChat has been a real game-changer from a personal standpoint. It’s not just another live chat program; in our experience, it’s the very finest of its kind that we’ve found. LiveChat is distinguished from other services by its unyielding concentration on providing live chat. This will result in a chat box being added to your website, giving you the ability to communicate with your clients in real time. Although we have tried various helpdesk platforms that included live chat options, LiveChat is by far the most superior alternative.
The great degree of personalization that is possible with it is one of the many reasons that we adore it. The chat box may be customized to look and feel precisely how you want it to, ensuring that it is consistent with both your brand and the expectations of your customers.
Our interactions with customers have been noticeably more positive as a direct result of this level of personalisation. In addition, LiveChat does an excellent job of centralizing all of our online communications into a single dashboard. Because it allows us to manage consumer enquiries from all of the many internet channels in a one location, this tool has been an absolute godsend for us. It helps us save time and guarantees that we will never overlook a communication that is critically necessary.
LiveChat Specifications
LiveChat is a customer support platform that provides a variety of features designed to assist businesses in improving their level of service to end users. The following is a list of LiveChat’s features and capabilities:
| Feature | Description |
|---|---|
| Chat widget | A customizable chat widget that can be added to any website or mobile app. |
| Real-time chat | Chat with customers in real time, one-on-one or in groups. |
| Chat routing | Route chats to the right agents based on their skills, availability, and other factors. |
| Canned responses | Create and save canned responses for frequently asked questions. |
| File sharing | Share files with customers during chats. |
| Co-browsing | Co-browse customers’ websites and apps to help them troubleshoot problems. |
| Chat transcripts | View transcripts of all chats for training and quality assurance purposes. |
| Chat reports | Generate detailed reports on chat activity, agent performance, and more. |
| Integrations | Integrate LiveChat with other popular business tools, such as CRM systems, help desks, and e-commerce platforms. |
| Visit Website |
What is LiveChat?
LiveChat is widely regarded as among the most effective live chat software plugins now offered on the market. It is an application that enables you to add a live chat feature to your website so that you can respond to users as quickly as possible. It gives visitors to your site the ability to have a live chat with a member of your staff about any questions they may have regarding support or sales.
LiveChat includes a variety of helpful chat capabilities, such as a message sneak-peak, file sharing, timeline, delivery status, and notifications, all of which are included by default. It provides more engaging options to engage clients, such as personal greetings and automatic greetings, respectively. There are various methods for feedback, such as rating chat, comments, tickets, and so on.
LiveChat review: Plans and pricing
LiveChat provides users with three fundamental pricing levels, each of which can be subscribed to on a monthly, quarterly, or yearly basis. The Starter plan has a price of $20 per agent per month, and it comes with a rather comprehensive set of features. The most significant restriction is that you can only store your chat history for the previous sixty days. In addition to this, you do not have access to some customization and reporting capabilities. The Team plan has a monthly cost of $41 per agent and grants access to unlimited conversation archiving, chat tagging, and file sharing via the chat box.
You are also able to generate reports, which may be used to track your support activities and locate problem areas for consumers. The Business plan charges $59 per agent per month and includes more advanced reporting in addition to the ability to send SMS messages directly from the chat box. You also have the option, at an additional cost of $20 per agent, to add single sign-on to the Business plan. LiveChat also provides a more robust Enterprise package with individualized pricing for companies of a certain size.
LiveChat review: Interface and in use
The LiveChat web app worked pretty well most of the time. The messaging system, which is the most important part, looks a lot like Facebook Messenger. A column on the left side of the window shows all of your open and in-progress talks. A column in the middle of the window lets you focus on a single chat. You can see a lot of information about the customer you’re messaging on the right.
This includes what platform they’re messaging from, what parts of your site they’ve visited, and whether they’re a returning customer. LiveChat also lets you see who is visiting your website right now and keep track of them. Any user can start a chat with you, and you can customize your message based on the pages they’re looking at at the moment. LiveChat paid attention to a few small things that make their customer service better.
For example, a predefined tag can be used to get to canned answers right away. You can also add tags to a chat at any time so that you can save it, instead of having to remember what the chat was about and tag it when it’s saved.
LiveChat review: Add-ons and Integrations
Expanding your customer care approach may be accomplished with the help of a variety of add-ons and other tools, the specifics of which are determined by the plan that you select for LiveChat. You have the option of implementing your very own knowledge base and service desk tools into your chat system. This enables you to provide clients with direct access to helpful articles and resources, which can help you better serve them.
Additionally, LiveChat allows for the integration of a wide variety of tools and communication channels. You are able to link a wide variety of services, including Facebook Messenger, Instagram, SMS, in-chat voice, video, and screen sharing services, WhatsApp, and many others. You may embed the LiveChat tool into your existing app and establish automated workflows by utilizing one of the many APIs that are available for use with LiveChat. Some of the add-ons may be found in the homepage part of your LiveChat app, and you can easily add them to your service with just a few clicks.
LiveChat review: Customer Support
The quality of LiveChat’s assistance is above and above what one would anticipate from a business whose primary focus is on providing support to customers. Live chat support is provided around the clock by the company using its own product. The amount of material that is provided in the platform’s online support center was something else that left an impression on us. When discussing how to perform something with LiveChat, the instructions provide a great deal of detail and provide screenshots for each step.
Final Words
When it comes to messaging with your customers across all of your online channels, LiveChat is an exceptionally effective and versatile tool that you can use. The platform incorporates discussions from numerous services, which makes it simple to collaborate within teams of support agents or across departments. Additionally, the platform takes a proactive approach to providing help and ensuring the system’s safety. The price tag is the only aspect of LiveChat that we do not particularly enjoy; yet, considering the caliber of this software, we believe that it offers excellent value for the money.
LiveChat review: The Good and Bad
LiveChat is a wonderful tool for generating leads due to the extensive number of functions and add-ons that it offers. Any website can be equipped with the customer care platform by following the instructions provided. You just need to copy and paste some code into the appropriate spot.
The Good
- Well designed
- Lots of features
The Bad
- Relatively expensive
Questions and Answers
Issues that are more complicated or technical should probably be sent to support by phone or email. Limited capacity to service a large number of consumers all at once: Live chat employees are normally only able to conduct one conversation at a time, which means that customers may have to wait for a response if the agent is currently engaged in a conversation with another customer.
Live chat is a form of internet communication that enables you and the people who visit your website to converse with one another in real time. This messaging software operates as a pop-up window on the web pages and provides a speedy way to communicate with representatives of the firm regarding issues pertaining to customer care.