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LiveChat Review: should you buy this chatbot builder?

6.8/1 (expert score)
Product is rated as #2 in category 

App Summary

Overall Rating: 4.6

Pros

Best in class livechat and automation features
Ideal for customer support, increase customer engagement, and drive more sales
Save a lot of money and time
Easy to use, intuitive user interface, high-quality customer support
Tons of integrations for multichannel customer support
Ticketing system included

Cons

You can be overwhelmed at first by all these features
Not the cheapest option in the market, but really worth every single penny

Design

Ease of Use

Price

Features

Feedback

You're trying to grow your customer base, but you don't have anyone to answer your chats.

You need a team of experts when it comes to driving conversions, but don't want to invest in hiring people when they need only ever arises when you have an event on. LiveChat can be set up quickly so that no matter what time of day it is, customers are never left waiting for help.

Most of the chat software can't provide you with immediate answers to questions, but Livechat does.

Now before we go any further, let me say that this is not a review of the software itself. I've used Live Chat for years and it's an amazing tool for improving your Live chat support, but that's not what this review is about.

Read my in-depth LiveChat review to find out what I think about it.

LiveChat Review: in a nutshell

Tons of businesses use live chat, and generally to good effect. I would never advocate for the exclusion of live chat from any business. Of course, it's not a one-size-fits-all solution, but when it comes to customer service, there is no alternative.

So, what is LiveChat, and what good can do for your business?

Live Chat is a complete customer service platform that you can use to provide real-time customer support and excellent customer service overall. An important tool for any business owner that wants to improve its customer service experience and help potential buyers make more informed buying decisions.

I'm not going to go into this here, but you can read my reasons for using live chat.

So, let's dig into it!

Live Chat: The Basics

Live chat is nothing more than a real-time communication tool that allows customers to communicate with businesses via the internet.

It's just like texting, but without the text. Like an instant messaging system with customers who are looking for help on your site.

Essentially, live chat allows potential customers to get answers to their questions without having to give out their contact details to someone who might not be trustworthy.

Live chat also allows you to save time by getting all of your questions answered in one place with no additional effort on your part.

No matter what time of day it is, there's always someone at Live Chat waiting and ready to help you with whatever issues you've got.

LiveChat's all-inclusive features

LiveChat is a multi-purpose tool that offers a range of features accessible from your online dashboard. Here are some of them:

Chat Tools

LiveChat offers a wide range of tools or features that can be used to manage or interact with customers by yourself or your chat agents.

Message sneak-peek: This allows you to offer a peek at the previous chats for certain customers, and does the same for all conversations that were started by that customer within a certain period of time.

Canned responses: This allows you to reuse a predefined response to a customer's question.

Chat tagging: This allows you to set up automatic tags based on the content of a chat.

Rich messages: This allows you to offer rich content to your customers, including pictures, videos, and other media.

File sharing: This allows you to publish files to chat with customers directly.

Chat archives: This enables you to see a history of conversations between customers and you.

Inactivity messages: This allows you to send customers a message when they haven't spoken to you for a period of time, but are still on your chat page waiting for an answer.

Notifications: This lets you notify customers about events, including the dates of the next scheduled Chat sessions or upcoming promotions.

Chat transfer: This allows you to move a chat from your inbox to the chat queue.

Chat ratings: This enables you to figure out which of your customers are most satisfied with the service they get from you.

Automation: You can easily create an effective ChatBot with automatic responses with pre-made templates.

livechat chatbot

Customer engagement

Targeted messages: This allows you to see how many times a certain message was entered.

Messaging mode: This allows you to set up different features for a chat when messaging your customers from the LiveChat client.

Eye-catchers: This allows you to add eye-catchers, which are images that will be shown at the top of a customer's chat right after they start a new conversation with you.

Chat buttons: The buttons can be added either in advance or in real-time. The latter is useful when the customer has questions regarding a product and needs further instructions.

Routing rules: This allows you to set up a filter for which conversations will go in the LiveChat queue and which won't.

Ticket form: This allows you to collect information from your customers before they leave the LiveChat page, such as their name, email address, phone number, and other required items.

Chat assignment: This allows you to assign a chat to an employee or another person with authorization.

Save Chat history: This allows you to review previous chats with a customer.

Chat transcripts: This allows you to see what a customer has said on your chat page without going into the conversation.

livechat

Chat widget customization

Customization: The customizable chat widget will let you customize the chat box look and feel of your LiveChat widget, like the chat button and the chat theme, to make it fit your brand.

Agent profiles: This allows you to set up a profile for your employees or other authorized users so that they can be easily recognized in your chat service.

Accessibility: This allows you to set up accessibility features so that anyone can use your chat window, including the ones with disabilities.

Language: This allows you to set up different language options so that customers can easily communicate with you in their local language to offer better customer communication.

Chat boosters: This allows you to set up chat boosters for specific times based on the pattern your customers follow. For instance, at times when few customers are active or during peak hours when demand for support is high.

Reports & analytics

What I love about Live Chat is that it gives you an easy-to-understand report of any data that you want, and it's all available from your online dashboard.

A lot of the other chatbots I've used don't really provide any data about anything, let alone what's going on with your chats.

With LiveChat – all you need to do is click through and check out whatever data you want. Brilliant.

Security Feature

Live Chat also helps you to keep your data secure. It will never store your data if you don't want it to. If you're concerned about security, LiveChat can help you to keep your data safe.

Here are just a few of the features that will help you to keep your data safe:

Encryption: Encryption is one of the most important features because it's so important for the protection of customer data.

Credit card masking: LiveChat will never store your credit card details and will never pass them on to anyone else.

Data storage: You'll be able to see exactly how much data you have stored, including how many visitors have visited your page in the past days, weeks, months, or years.

Access restriction: You can limit access to specific people in your support team so that they have the ability to provide customer support only when you need them.

Visitor banning: You can choose whether or not you want visitors from certain locations/devices to access your live chat.

Compliance: You'll be able to see exactly what features of live chat are compliant with your industry.

Single sign-on:  If you're an eCommerce site, LiveChat can help you to create a single sign-on for your login and email services. This makes it easy for the customers to access their account information via one username and password.

LiveChat APIs

The brains behind LiveChat are the APIs or application programming interfaces.

APIs basically mean that you can integrate LiveChat into any of your existing platforms without too much hassle. It's brilliant!

I've integrated LiveChat into my Shopify store and it's been going great!

It's really easy to do, too. Once you have the API link, you just need to put it into your settings and then you're golden.

Ticketing system

Another very impressive feature is the ticketing system.

I know a lot of businesses use this, but it's amazing to see how many different features you can fit into one bot.

The ticketing system is pretty much like a help desk, and it allows you to set up automatic responses as well as unlimited email support.

The great thing about this is that you can set up a response system in a matter of minutes and have someone respond to any questions in an instant.

Team management

Live Chat also has a very impressive management system that allows you to set up teams, assign team members to groups, and even control how your team responds to specific types of questions.

I've never seen something like this before, and it's definitely one of my favorite features.

The only drawback (If you want to call it that) is that you have to pay for the team management features.

Messaging channels

LiveChat also allows you to integrate with other messaging systems like Chat widget, Facebook messenger, SMS, Email, In-chat voice, video & screen-sharing, WhatsApp Business, Chat page, and Apple Business Chat.

Those who are familiar with any of these messaging systems will be immediately impressed by the level of integration.

livechat sales features

Sales & e-commerce

Customer data: This offers you access to your customers' contact details, including phone numbers and emails.

Product Cards: This enables you to deliver product information and purchase options to your customers in their chats.

Goals & sales tracker: This lets you set up your own defined goals. In addition, it also tracks the number of chats that lead to a conversion.

Pre-chat survey: This allows you to get information from your customers via a short survey on their contact preferences.

Customer details: This allows you to add customer personal information to their account history, thus streamlining the process of communicating with them in future chats.

Ecommerce integration: This offers you an easy way of connecting your chat with your eCommerce store.

LiveChat Pricing

LiveChat has three plans that you can choose from.

Plans start at $16 per month and go up to $50 per month depending on your needs. The prices are very reasonable given the fact that the service is really well done.

The lowest plan will be enough for most businesses, but if you want to take things to the next level, you'll need the high-tier plan.

What you need to know before you buy

LiveChat is an amazing application that's packed with useful features for any business that wants to provide exceptional customer service.

I won't be going into the features of LiveChat, but if you're interested in getting your first live chat go ahead and check them out here.

What I do want to talk about is customers who are considering buying LiveChat instead of another similar product. Many people make this mistake, but there are some things you should know before you decide which one to go with.

livechat pros

 

Things to take into account before you buy

LiveChat is one of the most well-known and reliable live chat platforms out there and has been used by thousands of businesses worldwide. This is why it's so popular, and why it's so hard for companies to offer LiveChat alternatives that are even half as good.

However, just because LiveChat is a reputable product doesn't mean it's totally perfect, and there are a few things you should know before buying.

First, check out the customer Livechat reviews. The majority of them are extremely positive, and the few negative ones will be taken into account.

Next, check out the complaints and complaints only. It's only a matter of time before you will encounter a few disgruntled customers who aren't happy with their experience, and it's important for you to know what's going on.

If there are many negative ones, it could mean that not enough people are using the product or that it really isn't doing what they expected. I personally wouldn't put my trust in such a product so I always check for these kinds of issues.

Pros:

  • This Chat Tool allows you to save time and reduce your average response time by getting all of your questions answered in one place with no additional effort on your part.
  • It has advanced features like a Ticketing system, Team management, and API for integration.
  • It helps you to dramatically improve your Online Communication and Customer Satisfaction.
  • LiveChat has many integrations like Chat widget, Facebook, SMS, Email, In-chat voice, video & screen-sharing, WhatsApp Business, Chat page, and Apple Business Chat.
  • It saves time because your business can reply to any question through live chat.
  • It gives you a complete overview of how you are doing with a detailed Customer Service report.
  • You can use LiveChat with live agents or as fully automated ChatBot with automatic responses.

Cons:

  • You have to pay to establish a customer service team.
  • There are lag times in the responses sometimes.
  • LiveChat being so versatile can be confusing for new users trying to figure out what's going on.

 

Live Chat Alternatives & Comparison

I'm not really an advocate for LiveChat alternatives, but if you need one, here you go:

Live Chat vs TalkDesk

I've used TalkDesk for years, and I'm very good at it. This is the first time I've tried LiveChat, so I won't be able to make any comparisons or say anything about which one is better.

What I will say is that you should always do your own research before deciding on a chatbot.

This may sound like an obvious thing to do, but many people choose between LiveChat and other chatbots without knowing what they're getting into.

You can easily find a review of any chatbot you might be considering, and read things like:

"is this bot suitable for your business?"

"what are the benefits?"

"what are the drawbacks?"

And so on. Just don't miss out on the important information needed to make an informed decision.

Live Chat vs SalesForce

Live Chat and Salesforce are probably the most well-known live chat systems in the world. If you're looking for a live chat system, chances are you've heard of one or both of them. So what's the difference?

Well, if it's a customization you're interested in, then there isn't much to choose between them. Both will allow you to customize your chatbot in pretty much any way that you want to.

If it's the price you're interested in, then this is where the difference shows. Salesforce is one of the most expensive CRM systems there is, so I'm sure you can imagine that their chatbot system is also pretty pricey.

LiveChat on the other hand is much more affordable, and not as complicated. Say you really like Salesforce and it's too expensive, and you can't bring yourself to go with LiveChat software– then you might be better off looking at something like Zoho.

Live Chat vs Zoho Support

Zoho Support is a lot more affordable than both Salesforce and LiveChat, but that doesn't mean it isn't without its downsides.

I've used Zoho Support for my Shopify store, and it's really quite impressive. That said, there are some things you might want to consider before using it.

Also, Zoho Support doesn't have the same number of features as LiveChat. If you want to do more advanced things like set up teams, create automated responses, or track customer data, then LiveChat is probably the better choice.

livechat integrations

LiveChat FAQs

How secure is LiveChat?

The live chat feature is very secure and protected by a firewall. The infrastructure is protected against DDOS (distributed denial of service) attacks and all connections are fully encrypted.

Where can I use live chat?

Wherever you want to have live chat, you can use it. For example, on websites, in apps or on social networks.

How do I use live chat?

You can use live chat from wherever you want simply by embedding a small code on your page and then connecting to your account via this code.

Conclusion:

LiveChat is an all-inclusive live chat platform that provides you with everything you need to keep your customers happy even when no one else is around.

All of these features come at a price, however, so you have to decide whether it's worth paying for everything LiveChat has to offer.

Overall I'd recommend LiveChat for many small-medium-sized businesses, especially if you have a team of customer service agents who can help with live chat.

If you want to give it a try, you can use the link below to get started with a free trial.

Start Your LiveChat Free Trial!

Alternative Software

LiveChat Reviews

Best chat tool available

Overall Rating
Rated 5 out of 5
Design
Rated 5 out of 5
Ease of use
Rated 4 out of 5
Price
Rated 4 out of 5
Features
Rated 5 out of 5

I've been using LiveChat for a while and all I can say is that it has been amazing! It's simple to use, super versatile, and will certainly save your money and time.

December 17, 2021
Mario Kosic

LiveChat Reviews

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Rated 5 out of 5
5 out of 5 stars (based on 1 review)
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Best in class livechat and automation features
Ideal for customer support, increase customer engagement, and drive more sales
Save a lot of money and time
Easy to use, intuitive user interface, high-quality customer support
Tons of integrations for multichannel customer support
Ticketing system included
Start Your LiveChat Free Trial
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