LiveChat helps about 27,000 users worldwide to get their questions answered every day. Big companies like PayPal, IKEA and Adobe trust their service, and with good reason: Unlike email or FAQ support, having live chat software installed provides users with a live and direct experience. Fast support means more satisfaction, more trust, and even more sales.
Of course, you could also offer telephone support, but chat support has some advantages that telephone support can’t offer. First of all, you don’t need an expensive telephone line or a complicated technical setup, and since you are working on a screen, LiveChat allows you to share links, images, and videos. What’s the saying? A picture is worth a thousand words.
LiveChat can be integrated on any website. All you have to do is copy and paste a piece of code. If you use a popular CMS like WordPress, Shopify, etc., there are even plugins and apps available to integrate LiveChat without fiddling around with your code.
Currently, you can also connect the Facebook Messenger directly with LiveChat. The main advantage is that your agents don’t need a Facebook account. Also, you won’t miss any messages, because you can handle everything from one place. Other social media channels like Twitter, Instagram or WhatsApp aren’t supported yet, but you can vote for them to be included in the future.
How much does Live Chat cost?
LiveChat offers a 14-day trial for their Team plan (no credit card required). You can either pay per month or per year. If you choose per year, you’ll see a discount applied to your bill.
There are four different pricing tiers to choose from: their most affordable package "Starter" is priced at $16 per month per agent.
If you need more than just four themes and a full chat history, you should take a look at the "Team" ($33) plan.
The "Business" ($50) tier is designed for larger teams and adds a staffing prediction as well as a work scheduler module.
"Enterprise" provides you with a dedicated account manager at a price of $149 per month.
Find out more about LiveChat pricing here.
For small businesses.
For a full-time support team.
For a customer service department.
A solution for Fortune 500 corporations
*Monthly prices based on a 1-year contract for 1 agent.
Pro / Cons
Not just from an aesthetic point of view – it’s a pleasure to use LiveChat.Lots of features and apps:
They have their own helpdesk tool and now there is even a chatbot.Apps:
For iOS, Android as well as PC and Mac. Compared to the browser console they even have a few special features (like an automatic time-out).
LiveChat is more expensive than most other live chat tools, especially if you want to set up different agent groups or need more than one automatic trigger. Unfortunately their chat bot isn’t cheap either ($50 per month).Automations:
Their automatic greetings are not quite as sophisticated as with some other live chat tools. For example, you can’t trigger a live chat when the visitor is leaving the page or send a message based on a field’s value in the pre-chat form.
LiveChat Review Details
Ease of use
We love the clean menus and also the loading speed of the backend. Some of the options can be a bit tricky to find at times.
Sign up (no credit card required), paste a piece of code onto your website and it’s ready to go. Changes in the backend will show without any additional code change on your website.
Themes and Style Options
Their basic widget looks very good and there are different templates. Advanced users can get additional themes from the marketplace or edit the CSS. Use one of their attention grabbers for more visibility.
Show your company’s logo and a photo of the operator (optional). Additionally, you can add your social media accounts. Looks great!
Chat agent console
Extremely nice and clean web interface that works perfectly. There is also an installable software for Mac and Windows. The advantage of it is that you can set a specific time after which the tool goes offline and you show no activity.
The ‘greetings,’ as they call them, can be customized with rules that you define. There is no really elegant way of hiding the chat window in case you only want to use triggered chat invitations.
Hide the chat bar when you are offline or change it into a contact form. There is even a full-blown ticketing system that lets you answer questions directly from within LiveChat.
Shortcuts / canned messages
Define any kind of phrases as tags for quick access.
Tracking & live analytics
Shows basic information, such as country, IP address and visited pages.
Interface texts can be customized. To fully support multiple languages, you need to set up different language groups and then create URL rules for each of your languages.
LiveChat includes its own helpdesk system that allows you to convert live chats straight into tickets.
Integrations and add-ons
Offers plenty of integrations in their marketplace: CRMs such as Highrise and Salesforce, as well as Facebook Messenger, are all offered. There is also an API. Through their marketplace, it’s also easy to add an optin checkbox for newsletter services like Mailchimp.
Transfer chats from one agent to another. It also supports agent groups, where users can choose which department they want to talk to.
Mobile support / apps
Mobile apps for iPad, iPhone and Android are available.
There are only screen sharing options available.
You can define how many days you want to ban the person.
Creates a searchable chat history.
They offer an excellent support section and their live chat agents are most helpful.
LiveChat provides a fantastic user experience due to its polished interfaces and great features. Thanks to the Marketplace, it’s easy to add extra functionality.
Seats vs. Agents
In the past, LiveChatInc limited the number of seats and not agents, whereby you could add as many agents as you wanted, but a seat could only be occupied by one agent at a time. Now, unfortunately, you’ll have to pay per agent, thus making it a fair bit more expensive for companies with numerous agents.
Adding additional agents is quite flexible. You can add them on-demand to any plan.
How do agents work with LiveChat?
As an agent, you log in and decide when you want to accept live chats. From then on you can decide whether chats will get distributed automatically or manually.
To make the chat experience more efficient, you can automate welcome messages, pre-chat questions and use canned responses for repetitive sentences. If a chat agent runs into a difficult question, (s)he can transfer the visitor to another agent to solve the problem.
At the end of each chat, users can leave their feedback. In case you couldn’t solve the problem, LiveChat opens a ticket and sends a follow-up email to the client automatically. This will help buy you time, and even more importantly, will avoid an angry customer because you forgot to get back to them!
It’s unlikely your chat agents can be online 24/7. So what do you do if you don’t have the staff to work around the clock? You can either reply by email for any missed chat or you can use a chatbot.
Another advantage is that a chatbot can handle several customers at the same time. Of course, it’s not very personal, but it could help your visitors to get an answer immediately.
So what’s the downside of adding a chatbot? Basically, it means extra costs. Chatbots aren’t part of any LiveChatInc plan. They start at $50 per month and need a free seat.
Live Chat Reports
You might wonder how your chat sessions actually perform. How long are they? Where are my visitors from? How’s the chat quality of my agents? And so on.
LiveChatInc can help you with all these questions. Their statistics will tell you if your quality improves or if it’s getting worse. Thanks to real-time metrics you can see immediately how many visitors are online and if you have enough staff to handle them all.
LiveChat will also send you reports to understand what has happened. For instance, as customers can leave feedback, you can see if this has improved over time. Or were there some tough cases that you could have solved better? Reports are part of their Team plan and higher.
How secure is LiveChatInc?
Since you (can) collect sensitive user data, it’s absolutely essential to have a high-security standard. Therefore, LiveChatInc secures every conversation with a 256-bit SSL encryption.
To avoid credit card abuse, LiveChat masks the credit card number and doesn’t store the data. Due to different legal requirements, it’s possible to store data in the United States or the European Union.
There are different ways to secure your account: logging in with a Google account if you are tired of remembering new passwords, 2-step verification to add another security layer or access restriction via IP limitation. This means only users with a certain IP address can log in.
Overall, both users and agents benefit from a high-security standard.
LiveChat Inc Support
In my opinion, it’s not super complicated to understand the product, once you have added it to your website. However, support is always crucial. As you might have expected it, there’s live chat. Also included in all plans are email support and phone support.
The highest plan “Enterprise” has some exclusive features like a product training for your agents, legal assistance and a key account manager.
Even though you can use LiveChat in different languages, their support is in English.
LiveChat is one of the products we thoroughly enjoyed reviewing. It just works really well and is fun to use. We were also surprised that compared to most other live chat tools we’ve had running on our site before, the number of chat requests always went up with LiveChat, even though we used the same setup (automatic trigger after 3 minutes).
A feature that sets them apart from their competition is the ticketing system. Offline messages go directly into this channel and can be handled more easily by your team with different statuses (open, pending, solved).
It is not the cheapest live chat software, but certainly one of the best. Their support is top notch and, at the risk of repeating myself, the user-experience with their software is just fantastic. If Apple were ever thinking of acquiring a live chat software, I think it would be this one.