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 W.

Role: Sales Marketing
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2021

Communication with customers is always smooth.

Likeliness to Recommend

10 /10

What differentiates LiveChat from other similar products?

Features basically. For me, this is the point of difference between Livechat and every other helpdesk solution out there. Features such as sneak-peek for chat messages, canned responses, chat archiving , chat reports etc make my Livechat experience a unique one, different from what is obtainable with any other close substitute out there.

What is your favorite aspect of this product?

Livechat is simply intuitive and this is my favorite aspect of this product. Whether I am using Livechat on my mobile application or on web browser , or as a desktop installation, Livechat is just easy to use without any complex bell and whistle. It took me less than a day to get accustomed to Livechats navigations and controls, when I first used it four year ago, at my previous workplace. That is how intuitive Livechat has been.

What do you dislike most about this product?

Nothing, nothing, nothing. I am absolutely okay with the quality of this product. So much that I have nothing to dislike about Livechat.

What recommendations would you give to someone considering this product?

I will recommend Livechat as the first helpdesk product to be considered , by anyone seeking to adopt an helpdesk solution. Regardless of the team size.

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

keila s.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2021

Excelente herramienta de Chat en vivo

Likeliness to Recommend

9 /10

What differentiates LiveChat from other similar products?

En efecto, este software es una excelente alternativa para mejorar la atención al cliente en cuanto a soporte técnico y dar solución algún problema que se presente sin esperar tanto tiempo ya que es inmediata, y así lograr una mejor participación y no requiere un trabajo de TI pesado.

What is your favorite aspect of this product?

Para mí, LiveChat me permite ver como otros agentes se comunican con los visitantes, los mensajes que los clientes dejen cuando no este activo mi chat se almacenaran a través de los tickets y se mostrará un mensaje indicando mi falta de disponibilidad.

What do you dislike most about this product?

En mi opinión, este software es de gran ayuda , ha sido muy útil en todo el recorrido con mis clientes, el único inconveniente es que es necesario tener banda ancha para poder usarlo con satisfacción.

What recommendations would you give to someone considering this product?

Lo recomiendo en su totalidad facilita la comunicación entre una empresa y sus clientes, tiene pulcritud y es muy fácil de usar Por lo cual antes de acceder verifique su conexión a internet.

Pros

Helps Innovate
Enables Productivity
Unique Features
Efficient Service

Marissa N.

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

Validated Review

Verified Reviewer

Submitted Jul 2021

Amazing tool for lead generation

Likeliness to Recommend

10 /10

What differentiates LiveChat from other similar products?

LiveChat is so quick and easy to implement and the two week trial makes it risk-free

What is your favorite aspect of this product?

I love being able to have 1:1 communication with visitors of the website. It is a great way to generate leads as well as understand how users are interacting with the site.

What do you dislike most about this product?

If you want to use file sharing you do have to pay a bit more as well as communications that come in after hours are only shown in UTC time zone.

What recommendations would you give to someone considering this product?

Try the 2 week trial, there are no risks and it is worth giving it a shot.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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 W.

Communication with customers is always smooth.

Likeliness to Recommend

Pros

keila s.

Excelente herramienta de Chat en vivo

Likeliness to Recommend

Pros

Marissa N.

Amazing tool for lead generation

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