PROS / LiveChat allows your agents to add multiple tags to the chat logs of frequently asked questions.
CONS / Video capability is not an offered component.
VERDICT / Despite a few missing features, LiveChat’s robust web chat software provides the tools you need to connect with your customers and assist them quickly.
Editor's note: The manufacturer has informed us that LiveChat offers agent monitoring and stats as well as foreign language chat. We will fully evaluate and reflect this additional information when we next update the Live Chat Support Software reviews.
LiveChat support software gives you enterprise-level access to multi-platform chat, good traffic monitoring, sophisticated customization tools and easy integration to other applications from the company’s inexpensive Team package. For its substantial and affordable tools, LiveChat wins our Top Ten Reviews Bronze Award for live chat support software.
LiveChat provides a top-of-the-line chat service that is typically found only in enterprise-level implementations. Including an open and customizable application programming interface (API), which developers can use to bridge to other applications, and robust customization, which allows you to redesign chat window components to match and enhance your brand, this host environment is far more flexible than most lower-tier, live chat apps. Additional tools allow operators to add multiple tags to chat logs so that the answers to frequently asked questions can be used to reply to new queries. These same tags can also be used to populate reports that let you know if a particular product or service is problematic. The LiveChat environment is multi-platform with desktop, tablet and smartphone services enabled for Windows, Macintosh and Android devices. This multi-platform ability works for agents and customers, allowing smaller support teams to extend their hours by taking tablets or phones with them.
LiveChat has a host of other features that make its live chat services run efficiently. You can make your own pre- and post-chat surveys to gather marketing information. You can share documents with customers to better explain technical issues. Operators can chat to one another without the customer seeing the text of the second agent. While LiveChat does not have real-time language translation, the application has been translated into 34 languages, and you can implement your live chat in any of them. It does not have video chat capability.
With LiveChat, you are able to view a host of information about customers before you engage them in conversation. This includes their browser platforms, IP addresses, and referring websites or keywords. If customers log in to a chat using the Facebook feature, operators are able to view customers’ public profiles. Using this tracking information, operators can also block an IP address if a visitor is spamming the site or chatting inappropriately.
When it comes to application integration, LiveChat does an exceptional job. Not only does this live chat software enable you to connect with customers through social media, it also offers the option to integrate with many of the top customer relationship management (CRM) applications, like Salesforce, Zendesk and SugarCRM. Integration to Google Analytics is also offered and is ideal for creating and tracking marketing campaigns.
Help & Support
LiveChat's web chat support is an excellent example of the services it provides. Interactions of all kinds are more efficient because LiveChat uses the processes it sells. When you press the chat button for the first time, you begin a personal history with LiveChat. If you contact the company a second time, the operator has access to your previous chat logs. If you email LiveChat, conversations are prompt and knowledgeable because operators also have access to this history. The well-designed website contains newsletters, a blog, customer stories, webinars and even a "find an expert" portal where you can hire teams to help you outsource many facets of the support business.
LiveChat offers expert and affordable web chat capabilities. The host environment is uncluttered yet powerful. Features like visitor monitoring, chat tagging and exceptional integration provide benefits for both customers and operators. In addition, LiveChat provides great information on its website.