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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

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

Tushar P.

Role: Finance
Industry: Banking
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2024

Chatbot, AI redefined

Likeliness to Recommend

8 /10

What differentiates LiveChat from other similar products?

Its set of useful and intuitive features

What is your favorite aspect of this product?

Semantics capabilities

What do you dislike most about this product?

Nothing specific

What recommendations would you give to someone considering this product?

Just go for this product for breadth of features it offers

Pros

Helps Innovate
Acts with Integrity
Generous Negotitation
Reliable

Lokesh S.

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

Validated Review

Verified Reviewer

Submitted Sep 2024

User-Friendly, but Lacks Depth

Likeliness to Recommend

10 /10

What differentiates LiveChat from other similar products?

LiveChat ChatBot is unique because it works seamlessly with the LiveChat platform, allowing for quick responses to customers in real-time. It's easy to set up and customize, comes with handy templates to get you started, and gives you valuable insights through detailed analytics to enhance your chat performance.

What is your favorite aspect of this product?

My favorite aspect of LiveChat ChatBot is its seamless integration with the LiveChat platform. This allows for a smooth transition between the chatbot and human agents, ensuring that customers get the help they need without any hiccups. It makes the overall customer support experience much more efficient and cohesive.

What do you dislike most about this product?

What I dislike most about LiveChat ChatBot is that it may lack some advanced features found in more specialized chatbot platforms. This can limit customization options and the ability to handle complex queries effectively without human intervention.

What recommendations would you give to someone considering this product?

If you’re thinking about using LiveChat ChatBot, I suggest starting with the pre-built templates to get things up and running quickly for common questions. Then, customize it to fit your specific needs. Also, don’t forget to use the analytics to see how it’s performing so you can keep improving its responses and better engage with customers.

Pros

Trustworthy
Effective Service
Saves Time
Helps Innovate

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

Ruby G.

A Must for Seamless Customer Support & Engagement

Likeliness to Recommend

Pros

Tushar P.

Chatbot, AI redefined

Likeliness to Recommend

Pros

Lokesh S.

User-Friendly, but Lacks Depth

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