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

James B.

Role: Operations
Industry: Retail
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2024

Fantastic Product Allows My Business to Thrive

Likeliness to Recommend

10 /10

What differentiates LiveChat from other similar products?

I think the mainstream messaging app integration is the best of all the softwares we reviewed. I feel that it is the most efficient when it is able to seamlessly be a part of the conversation so simply, as opposed to some other software programs where it is not as easy to integrate.

What is your favorite aspect of this product?

I think the connectivity to Mailchimp. We had worked on other solutions in order to effectively connect what we already used within the boundaries of our company, and this product just made things super easy for us to implement and use. I was really impressed by it!

What do you dislike most about this product?

I think I mentioned the fact that I need it to sound more like our voice. I think it limits what we can say in such a way that we find ourselves responding using vernacular that you wouldn't associate with the people interacting as part of the business.

What recommendations would you give to someone considering this product?

I would recommend making sure it is something that will work for you, and make sure you gather input from the people who are going to be managing this thing to make sure their comfort level is there when using the product.

Pros

Appreciates Incumbent Status
Security Protects
Reliable
Unique Features

Chandana C.

Role: Information Technology
Industry: Engineering
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

Immediate responsed platform

Likeliness to Recommend

10 /10

What differentiates LiveChat from other similar products?

Its quicker

What is your favorite aspect of this product?

Easy to use

What do you dislike most about this product?

Look and feel

What recommendations would you give to someone considering this product?

Good to have

Pros

Generous Negotitation
Efficient Service
Effective Service
Caring

Vaibhaw K.

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

Validated Review

Verified Reviewer

Submitted Oct 2023

Fantastic product!

Likeliness to Recommend

9 /10

What differentiates LiveChat from other similar products?

LiveChat ChatBot distinguishes itself from other similar products through its ease of use and seamless integration with the popular LiveChat platform. It offers a user-friendly, no-code chatbot builder that allows businesses to create custom chatbots without extensive technical knowledge. Moreover, its deep integration with LiveChat's robust customer support features means you can seamlessly transition from chatbot interactions to human support, providing a holistic customer service experience. The chatbot's ability to handle complex tasks and its extensive library of predefined templates further set it apart from the competition.

What is your favorite aspect of this product?

My favorite aspect of the LiveChat ChatBot is its user-friendly, no-code chatbot builder, which empowers users to create customized chatbots without the need for extensive technical expertise.

What do you dislike most about this product?

One drawback I've found is that LiveChat ChatBot's more advanced features may require a steeper learning curve, making it a bit challenging for users who are new to chatbot development and customization.

What recommendations would you give to someone considering this product?

For those considering LiveChat ChatBot, I would recommend investing time in learning the chatbot builder to harness its full potential. Start with the predefined templates and gradually explore the more advanced features as you become familiar with the platform. Additionally, make the most of the integration with LiveChat's customer support features, as this can greatly enhance your customer service capabilities. Lastly, take advantage of any available resources, tutorials, or support to ensure a smooth and effective implementation of the chatbot into your customer service strategy.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

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

James B.

Fantastic Product Allows My Business to Thrive

Likeliness to Recommend

Pros

Chandana C.

Immediate responsed platform

Likeliness to Recommend

Pros

Vaibhaw K.

Fantastic product!

Likeliness to Recommend

Pros

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Feature Ratings

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

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