LiveChat Customer Reviews 2024

LiveChat

Composite Score

8.5 /10

CX Score

8.5 /10

140 Reviews Write a Review

Claim Software

What is LiveChat?

LiveChat turns support teams into customer service rockstars. Customers love answers to their questions coming within seconds. Win hearts of customers with amazing customer service using LiveChat. LiveChat combines AI efficiency with human expertise. Let AI resolve most queries automatically so your team can focus on top-tier clients.

Company Details

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Awards & Recognition

LiveChat won the following awards in the Chatbots category

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0 Top Rated Capabilities

1 Top Rated Features

2023

0 Top Rated Capabilities

1 Top Rated Features

2022

LiveChat Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on LiveChat.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

84 Likeliness to Recommend

3
Since last award

91 Plan to Renew

3
Since last award

81 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+84 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love LiveChat?

7% Negative

6% Neutral

87% Positive

Pros

Respectful
Continually Improving Product
Saves Time
Performance Enhancing

Feature Ratings

Average 81

Voice or Text Input

Leads Generation

Multi-channel

Workflow Processing

Application Programming Interface

Personalized Service

Translation

Knowledgebase

Integration With CRM

Scheduled Availability

Learning and Adaptability

Vendor Capability Ratings

Average 80

Quality of Features

Ease of Implementation

Usability and Intuitiveness

Breadth of Features

Ease of IT Administration

Ease of Customization

Ease of Data Integration

Business Value Created

Product Strategy and Rate of Improvement

Vendor Support

Availability and Quality of Training

LiveChat Reviews

Jiju G.

Role: Sales Marketing
Industry: Retail
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2024

Very friendly and easy to use

Likeliness to Recommend

10 /10

What differentiates LiveChat from other similar products?

More simple and easy to use

What is your favorite aspect of this product?

Friendliness

What do you dislike most about this product?

Nothing for now

What recommendations would you give to someone considering this product?

Worth trying

Pros

Helps Innovate
Continually Improving Product
Reliable
Trustworthy

Surbhi C.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2024

Amazing Solution For Virtual Customer Support

Likeliness to Recommend

10 /10

What differentiates LiveChat from other similar products?

It is improving our customer support process. It reduce the waiting time & resolving the customer queries very fast. It allow us to give 24/7 customer support. It builds customer trust and satisfaction.

What is your favorite aspect of this product?

It is easy to customise and integrate with our applications. It has various inbuilt templates that provides beat user experience. It is boosting business scalability & productivity.

What do you dislike most about this product?

Sometimes It takes time to resolve complex queries that need to interfere the customer support agent.

What recommendations would you give to someone considering this product?

It reduce the workload & human resource. I am happy with its services. Always recommend.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Ruby G.

Role: Sales Marketing
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2024

A Must for Seamless Customer Support & Engagement

Likeliness to Recommend

8 /10

What differentiates LiveChat from other similar products?

I’ve been using LiveChat ChatBot for a few months now, and it has been a fantastic addition to our customer support operations. This tool allows us to automate responses, engage customers instantly, and provide 24/7 support without increasing workload. The seamless integration with LiveChat’s platform has made it easier to capture leads, answer queries, and keep our customers engaged at all times.

What is your favorite aspect of this product?

The best feature of LiveChat ChatBot is how easy it is to set up and customize. You don’t need to be a developer to get started – the interface is intuitive and user-friendly, with pre-built templates for common customer inquiries. The AI-powered chatbot can handle a wide range of customer queries, from providing FAQs to collecting customer details and booking appointments. I love how the bot can escalate to a live agent when necessary, ensuring that customers always get the support they need. The ability to track conversations and analyze customer interactions through the built-in analytics helps us improve responses.

What do you dislike most about this product?

While the chatbot is great for handling basic queries, it occasionally struggles with more complex or nuanced questions, which may require human intervention. The AI can sometimes misunderstand customer requests, leading to a less-than-ideal experience if not properly monitored. Additionally, customization options for the more advanced features (like integrations) could be a bit more intuitive, especially for users unfamiliar with bot development.

What recommendations would you give to someone considering this product?

LiveChat ChatBot has significantly improved our customer support efficiency, helping us engage visitors instantly and provide around-the-clock assistance. It’s easy to use, effective at handling routine tasks, and integrates seamlessly with LiveChat’s platform. Though it’s not perfect for complex queries, the benefits of automated responses and increased engagement have made it a valuable tool for our team.

Pros

Continually Improving Product
Client Friendly Policies
Over Delivered
Security Protects

LiveChat

What is LiveChat?

Company Details

Need Assistance?

Awards & Recognition

LiveChat Ratings

84 Likeliness to Recommend

3 Since last award

91 Plan to Renew

3 Since last award

81 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+84 Net Emotional Footprint

How much do users love LiveChat?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Voice or Text Input Chatbot interaction through audible (voice) or text (keyboard) input.

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Multi-channel Supports live chat, mobile app, powerbot and messenger

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Translation Supports automatic translate to multiple languages.

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

LiveChat Reviews

Jiju G.

Very friendly and easy to use

Likeliness to Recommend

Pros

Surbhi C.

Amazing Solution For Virtual Customer Support

Likeliness to Recommend

Pros

Ruby G.

A Must for Seamless Customer Support & Engagement

Likeliness to Recommend

Pros

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Feature Ratings

Voice or Text Input

Leads Generation

Multi-channel

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Application Programming Interface

Personalized Service

Translation

Knowledgebase

Integration With CRM

Scheduled Availability

Learning and Adaptability

Vendor Capability Ratings

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Breadth of Features

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Ease of Customization

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