About LiveChat

Category: ITSM
LiveChat offers live chat support, a ticket system, and web analytics, among other features that make it an ideal solution for businesses that want to enhance sales and customer support. LiveChat is used by 35,000+ companies, and it comes with 200+ integrations and 42 language options.

Company: LiveChat

LiveChat started way back in 2002, and today it supports more than 35,000 companies. Over the last ten years, the company has been one of the most outstanding enterprise chat solutions, and it has been used by major global brands such as PayPal, Tesla, Mcdonald's, and IKEA. This is because the platform is more than just live chat support as it goes ahead to integrate sales, eCommerce, CRM, email marketing, accounting, content management, and analytics, to name a few.

In-Depth Analysis

0 Overall
Price 4.0
Ease Of Use 5.0
Features 3.0
Support 4.0

Pros

  • Well designed and easy to install & use
  • Built-in helpdesk tool
  • Lots of advanced features
  • Detailed reporting and analytics

Cons

  • No ITIL alignment
  • Mobile version is very limited
  • Only supports website visitors

LiveChat Comparisons

VS
VS
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Plans & Pricing

WeChat comes with a welcome 14-day free trial that lets you try out the platform for free. In the trial, you will have access to the features provided under LiveChat’s second-tier package, Team. The free trial is easy to get on the main website, and you won’t require a credit card.

You can upgrade to any of LiveChat’s four business plans when the free trial expires.

Starter
$16
/mo /agent
14-day FREE trial
Team
$33
/mo /agent
14-day FREE trial
Business
$50
/mo /agent
Enterprise
$49
/mo /agent

Starter

This is LiveChat’s basic plan, and it’s meant for small offices and home offices. The plan only offers basic features that allow you to start chatting with customers, such as smart chat routing, ticket management, agent supervision, and integration. Its customer tracking is also limited to 100 customers, and it only offers 1 targeted greeting.
Starter plan costs $19/agent billed monthly, or $16/agent billed annually.

Team

This plan is meant for businesses that have a complete support team as it offers customization, targeting, and team management. The plan also provides features such as reports and analytics, e-commerce goals and sales tracking, unlimited targeted greetings, tracking up to 1000 customers, agent groups, and unlimited chat history.
LiveChat’s Team plan costs $39/agent billed monthly, or $33/agent billed annually.

Business

This plan offers key advanced features businesses require to enhance service management, such as advanced reporting and workflow automation, and it lets you enjoy pretty much all LiveChat’s features. It comes with an automatic work scheduler, private chat messages, staffing prediction, and SMS and Apple Messages for Business integrations.
LiveChat’s team plan costs $59/agent billed monthly, or $50/agent billed annually.

Enterprise

Enterprise is a LiveChat plan that provides customized service for businesses, and it offers enterprise-grade support, security, and controls. The plan comes with a dedicated account manager, dedicated onboarding, a white label chat widget, software engineering support, Single Sign-On (SSO), HIPAA compliance, and custom payment terms.
The Enterprise plan cost is customized after contacting them, but it generally costs around $149 per agent.

Ease of Use

LiveChat prides itself in its ease of use, and you won’t really require any assistance to set it up. You can install the platform on your site by simply installing a plugin from your dashboard. Alternatively, you can paste a small piece of code before the closing tag on every page of your website, and you’ll be set.
You can download the desktop and mobile apps or simply use the web-based platform to use the platform. When you log in, you’ll be given a real-time overview of activities. From there, you can simply move to any of the sections provided on the left side, and you’ll have access to all the features and functionalities offered by Live Chat. Yes, it’s that simple!

Customer Support

Being specialists in customer support, you can expect LiveChat to offer superb support. The company offers several support avenues to help solve any issues you face.
Live Chat
LiveChat provides a live chat support option integrated with ChatBot, another product of the company. The live chat option is found at the bottom of most pages, and you can decide to use the bot to search for resources or go to live chat right away.
When testing the support, we got connected to an agent in less than 10 seconds, which was quite impressive.
Knowledge Base
LiveChat provides a super-rich knowledge base that helps users set up the platform and get answers to various queries. The section is simplified by grouping the content into categories such as agent’s guides, Managers guides, Install LiveChat, Get started, Use LiveChat, Apps and integrations, Best practices, and Privacy and security. You’ll also find various articles, videos, and FAQs.

24/7 Help & Support
24/7 Help & Support
There is 24/7 support available to all users.
Live Online Chat
Live Online Chat
There is a live chat
Email
Email
There is an option for all users to email the support team.
Video Tutorials
Video Tutorials
There are a number of videos available on YouTube.
FAQ
FAQ
The FAQ covers basic and advanced software-related issues.
Blog
Blog
Blog available on the website.
Features & Functionality
General Features

LiveChat offers lots of features that help you streamline support and customer engagement, and below are some of the main ones.

Real-time traffic monitoring

Real-time monitoring is a useful sales feature. The functionality helps you track your website visitors in real-time, which is quite helpful as some need more attention than others. For example, you can see who is checking out the features, using the shopping cart, or abandoning an order. In the case of the latter, you can immediately send out a customized message to invite them to ask a question or just chat. Real-time monitoring also provides a cool feature that shows a circle on a customer profile. This circle changes in color to let you see the customers that are active on your site, asking a question, or making a purchase.

Customer Engagement

LiveChat has many customer engagement features and functionalities that help keep users satisfied and increase engagement. These include user tracking, a messaging mode, sending eye-catchers, chat buttons, routing rules, ticket forms, chat assignment, chat history, and chat transcripts.

Integrated ticketing system

LiveChat offers an integrated ticketing system that provides help desk capabilities to enhance your support service from a simple live chat functionality. The ticketing system can be used to resolve technical issues, and it also allows visitors to get in touch if your support team is not available. LiveChat’s ticketing feature lets you source tickets from chat and emails, tag tickets, and undertake automated follow-ups.

Integrations

LiveChat provides 200+ integration options, the first being the company’s other products: helpdesk.com, chatbot.com, and knowledgebase.ai.

Beyond these, you can also integrate:

  • Google Analytics
  • Salesforce
  • Twilio SMS
  • TeamViewer
  • Slack
  • CMS (your choice)

LiveChat ease of usedashboard

Features
  • Asset Discovery and Management
  • Configuration Management
  • Incident and Problem Management
  • Self-Service Support Desk
  • Knowledge Management
  • Request Management
  • Metrics & Analytics
  • BI & Reporting
  • Multi-Cloud Support
  • Automated Workflows
  • DevOps Integration
  • Dashboards and Reports
  • Multi-Lingual
  • Native Mobile App
  • Single System of Record
  • Virtual Agent
Incident Management
Features
  • Major Incident Management
  • Single-Pane Agent View
  • AI-Powered Insight
  • Omni-Channel Notifications
  • Visual Task Boards
  • Guided Setup
Problem Management
Features
  • Contextual Knowledge
  • Automated Notifications
  • Remediation Plans
  • Real-Time Analytics
Change Management
Features
  • Multimodal Change
  • Change Success Score
  • Change Approval Policies
  • Risk Intelligence
  • Built-In Risk Assessment and Calculation
Request Management
Features
  • Chatbot-Embedded Portals
  • Service Catalog Builder
  • Embedded Experiences
  • Graphical Workflow
  • Two-Way Notifications
  • Quick & Easy Approvals
Reporting

LiveChat provides reports and analytics features that let managers break down and analyze how the support team is performing. This starts with the option to enable user feedback after a check, which can be used to measure customer satisfaction and agent performance. The manager can also see chat durations, ticket response times, agent activity, and staff prediction. This information can then be used to know how each agent is performing and whether the support team is sufficient. It can also be used to make hiring and firing decisions.

Besides the agents, you will also see the number of chats and tickets the company has received over a particular duration. This includes queued visitors, goals, new tickets, solved tickets, customer satisfaction, and response times. There’s also a dashboard option that summarizes everything.

Features
  • Report Designer
  • Report Administration
  • Natural Language Query
  • Dashboards
Verdict

LiveChat is a powerful and flexible tool that makes it easy for businesses to engage customers and boost sales. The platform integrates a superb live chat solution with a ticketing system, and it takes a proactive approach to support and security. LiveChat offers lots of features that can be helpful even to the largest corporations, but it also allows you to choose the functionalities you want and stay within your budget.

Joel Timothy
Author: Joel Timothy
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