LiveChat

Live Chat Review

Livechat is a Live chat and Help Desk application intended to be installed on all those sites (especially e-commerce) that need to provide assistance to own users/customers. In the last decade, LiveChat has grown exponentially, coming to be preferred by top-tier brands worldwide, such as Tesla, McDonalds, Ikea and Paypal.

LiveChat really offers agood amount of useful features (in our opinion it is on par with the already reviewed in this Smartsupp) and allows it to be used both on Desktop PCs and on any mobile device tablets or smartphones, so that we can always have our customers/users under control and (potentially) be able to respond at any time.

All the coolest features of Live Chat

Personalization

The LiveChat software provides different types of user customization, including 2 types of chat (1 pop-up and 1 embedded), as many as 6 preset and ready-to-use themes , logo and buttons fully customizable. If desired, for the more experienced, Live Chat offers the possibility of using its CSS editor, in order to be able to customize the interface even more, down to the smallest detail. Social Networks can also play an important role, thanks to the possibility of including them in the chat so that users can reach them in just one click.

Not only Live Chat: the Help Desk is also available

Unlike other solutions, LiveChat, in addition to offering live chat, also provides the very useful Help Desk solution.

The help desk can take the place of the more classic (and statistically less used) telephone or even email. The system is practical, intuitive and performs its task very well: that of solving customer problems in the shortest possible time.

Real-time traffic monitoring

A very important feature is the one that allows you to monitor visitors in real time. In this way you will be able to check if they are engaged in a certain step, such as the shopping cart or if they are even abandoning the site (in this case you could also intervene by opening the chat and asking if they need assistance).

Team management

Among the metrics for measuring an operator’s work there are certainly response times, queued visitors, chat duration and, obviously, the latter’s behavior in the conversation. All this data can be analyzed by a supervisor (or by anyone interested in doing so within the company), because LiveChat saves all conversations and provides reports to be carefully consulted (these are very precious); from these you can understand many things, including the effectiveness of our operators, common problems and customer FAQs. Finally, it is important to underline that visitors can leave feedback to the operator: customer satisfaction with a specific chat/operator will always be under control.

Additions

Live chat offers a large number and variety of integrations. You can integrate live chat with social like Twitter, business WhatsApp and Facebook messengers; with machine translation apps; with Mailchimp regarding email marketing, hubspot such as CRM and Stripe for recurring payments. The integration possibilities are truly remarkable and allow for put together a comprehensive marketing strategy using only one software.
The following image gives a good idea of ​​the possibilities of integration and support that Livechat has available.

How much does LiveChat cost?

If you are still undecided about what to do, we point out that it is possible to activate a 14-day free trial without having to enter your credit card details, in order to fully test the software before switching (possibly) to one of the following subscriptions:

• Starter at $16/month billed annually, while choosing monthly billing the price rises to $19 per month . Among the main features offered are: 60 days chat history, basic widget customization, integrated ticket system, data security, etc.
• Team from $35/month billed annually, while choosing the monthly billing the price rises to $39 a month. Among the main features offered are: unlimited chat history, full widget customization, ticket system, data security, basic reporting, agent groups, multiple branding, etc
• Business from $50/month billed annually, while choosing the monthly billing the price rises to $59 a month. Key features offered include (all features offered in the team version are included) plus: unlimited chat history, full widget customization, ticketing system, data security, advanced reporting, full suite of chats, tickets, personnel reports and on response times; on-demand reporting functionality, which allows you to generate scheduled or one-time reports; agent groups, multiple branding, staff forecasting, job planner, etc.
• Enterprise, the price must be agreed with the company. Among the main features offered are: unlimited chat history, full widget customization, ticket system, data security, advanced reporting, agent groups, multiple branding, staff forecasting, job planner, dedicated account manager, product training, software technical support, security assistance, HIPAA compliance, single sign-on (SSO), etc.

PROS

• Live chat and Help Desk in one software.
• Possibility of use on both desktop and mobile platforms.
• Real-time traffic monitoring.
• Wide customization options.
• Unlimited chat history (starting from the “Team” version).
• Basic and advanced reports (the latter available in the more expensive plans).
• Excellent operator feedback system (essential for monitoring performance).
• 4 plans available to choose from: price and functionality therefore optimally scalable.
• Free 14-day trial version available to test all software features.

CONS

• Available in English only.

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Features

• Advanced integration
• Advanced Reports
• Free trial
• Mobile Friendly
• Subscription
• User Friendly

Gallery

Video

Reviews (3)