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LiveChat

Composite Score

8.5 /10

CX Score

8.5 /10

143 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

92 Plan to Renew

81 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 88%
Negotiation and Contract:: 83%
Conflict Resolution:: 84%
Strategy & Innovation:: 86%
Service Experience:: 88%

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.

+85 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

Continually Improving Product
Enables Productivity
Saves Time
Respectful

Feature Ratings

Average 81

Voice or Text Input

Leads Generation

Multi-channel

Workflow Processing

Knowledgebase

Personalized Service

Application Programming Interface

Translation

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 Customization

Ease of IT Administration

Ease of Data Integration

Business Value Created

Vendor Support

Product Strategy and Rate of Improvement

Availability and Quality of Training

LiveChat Reviews

Akash P.

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

Validated Review

Verified Reviewer

Submitted Oct 2024

Excellent bot, but setup can be tricky.

Likeliness to Recommend

10 /10

What differentiates LiveChat from other similar products?

LiveChat ChatBot is different because it easily combines automated responses with live chat support, letting you switch between talking to a bot and a real person when needed. It also has a customizable look and provides real-time insights on how well your chatbot is performing.

What is your favorite aspect of this product?

My favorite aspect of LiveChat ChatBot is its ability to seamlessly connect automated responses with live chat support. This means customers can get quick answers from the bot, but if they need more help, they can easily talk to a real person, which improves the overall user experience.

What do you dislike most about this product?

What I dislike most about LiveChat ChatBot is that some features can be a bit overwhelming for new users, especially if they aren’t tech-savvy. The setup process might require a learning curve to fully utilize all its capabilities.

What recommendations would you give to someone considering this product?

If you're thinking about using LiveChat ChatBot, try the free trial first to see if it works for you. Take some time to learn the setup and customization options, and think about how you'll use both automated responses and live support to help your customers.

Pros

Continually Improving Product
Altruistic
Helps Innovate
Reliable

Meenal P.

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

Validated Review

Verified Reviewer

Submitted Oct 2024

Fantastic product

Likeliness to Recommend

6 /10

What differentiates LiveChat from other similar products?

Simplicity and easy to use

What is your favorite aspect of this product?

Bold and open to use

What do you dislike most about this product?

Provided information

What recommendations would you give to someone considering this product?

Fast price save money

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Sara C.

Role: Consultant
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2024

Great Potential

Likeliness to Recommend

9 /10

What differentiates LiveChat from other similar products?

LiveChat ChatBot differentiates itself from competitors through its highly intuitive conversation builder, allowing users to create custom chat flows with minimal technical skills. It also stands out with its extensive integration capabilities, enabling seamless connections with CRMs, social media platforms, and e-commerce solutions like Shopify, which streamlines operations and enhances customer experiences. Additionally, its omnichannel support ensures smooth functionality across various channels—whether on websites, mobile apps, or social media—providing businesses with a unified platform for customer engagement.

What is your favorite aspect of this product?

My favorite aspect of LiveChat ChatBot is its integration capabilities. It seamlessly connects with CRM systems, e-commerce platforms, and social media channels, allowing businesses to maintain a unified and efficient workflow across all their tools. This integration helps personalize customer interactions and streamlines processes like order management and customer support, making it a versatile and powerful tool for businesses.. The flexibility to integrate across platforms makes it ideal for businesses looking to improve operational efficiency and enhance customer experiences.

What do you dislike most about this product?

What I dislike most about LiveChat ChatBot is its limited AI adaptability. While it offers useful features, the chatbot's AI could improve in handling more complex queries and adapting to unique customer needs. The machine learning capabilities are not as advanced as some other platforms, which can limit the bot's ability to evolve its responses over time without significant manual intervention. Additionally, the customization options, though good, could be further expanded to allow even more flexibility in creating unique user experiences.

What recommendations would you give to someone considering this product?

If you're considering LiveChat ChatBot, I recommend evaluating how well it integrates with your existing tools like CRM systems and e-commerce platforms, as this is one of its standout features. While it’s highly customizable with a user-friendly interface, the AI lacks advanced adaptability, so manual updates may be needed to improve responses over time. It performs well across multiple platforms, making it ideal for businesses that require omnichannel support, but make sure to test its features to ensure they align with your specific needs.

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

LiveChat

What is LiveChat?

Company Details

Need Assistance?

Awards & Recognition

LiveChat Ratings

84 Likeliness to Recommend

92 Plan to Renew

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+85 Net Emotional Footprint

How much do users love LiveChat?

Chart

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.

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

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.

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.

Translation Supports automatic translate to multiple languages.

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

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.

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.

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.

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

Akash P.

Excellent bot, but setup can be tricky.

Likeliness to Recommend

Pros

Meenal P.

Fantastic product

Likeliness to Recommend

Pros

Sara C.

Great Potential

Likeliness to Recommend

Pros

Most Popular LiveChat Comparisons

Intercom

Tidio

Dialogflow

Drift Conversation Cloud

Manychat

Freshchat

Feature Ratings

Voice or Text Input

Leads Generation

Multi-channel

Workflow Processing

Knowledgebase

Personalized Service

Application Programming Interface

Translation

Integration With CRM

Scheduled Availability

Learning and Adaptability

Vendor Capability Ratings

Quality of Features

Ease of Implementation

Usability and Intuitiveness

Breadth of Features

Ease of Customization

Ease of IT Administration

Ease of Data Integration

Business Value Created

Vendor Support

Product Strategy and Rate of Improvement

Availability and Quality of Training