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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

Kevin O.

Role: Student Academic
Industry: Retail
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2023

Very easy to chat with when buying products

Likeliness to Recommend

6 /10

What differentiates LiveChat from other similar products?

It’s very realistic in conversation

What is your favorite aspect of this product?

Easy to use and understand, no issue with conversation

What do you dislike most about this product?

Sometimes the bot doesn’t know what you are saying

What recommendations would you give to someone considering this product?

Keep the chat simple with the bot

Pros

Inspires Innovation
Helps Innovate
Effective Service
Altruistic

Cons

Vendor Friendly Policies
Less Respectful
Less Reliable

Bruno L.

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

Validated Review

Verified Reviewer

Submitted Mar 2023

Fantastic product

Likeliness to Recommend

10 /10

What differentiates LiveChat from other similar products?

There is no product to compare

What is your favorite aspect of this product?

easy to use

What do you dislike most about this product?

nothing to add

What recommendations would you give to someone considering this product?

nothing to recommend

Pros

Continually Improving Product
Reliable
Trustworthy
Unique Features

sayyed s.

Role: Vendor Management
Industry: Food and Beverage
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2023

"Easy to use, but a bit pricy"

Likeliness to Recommend

7 /10

What differentiates LiveChat from other similar products?

Particularly in the case of larger companies who are looking for in a cost effective chat software. Then In my view Chat Bot Live Chat bothe products are very cost effective and managing your work easily.

What is your favorite aspect of this product?

My favourite aspects of the product is it's user interface are quite different from other products.

What do you dislike most about this product?

One of the user's biggest frustration is when Chat Bot don't understand them when customer and Bots are talking same language.

What recommendations would you give to someone considering this product?

It's very easy to embed into websites. Good looking bots Easy learning curve

Pros

Helps Innovate
Performance Enhancing
Inspires Innovation
Caring

Cons

Vendor Friendly Policies
Less Friendly Negotiation
Leverages Incumbent Status

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

Kevin O.

Very easy to chat with when buying products

Likeliness to Recommend

Pros

Cons

Bruno L.

Fantastic product

Likeliness to Recommend

Pros

sayyed s.

"Easy to use, but a bit pricy"

Likeliness to Recommend

Pros

Cons

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