LiveChat Review: Benefits & Overview of the Leading Live Chat Software


LiveChat is a full-featured online chat software that allows help desk agents to chat with customers on your website, through social media, or by using the messaging, web, or mobile apps. The platform can be easily implemented, rebranded, and customized for your needs. It is more than a just simple chat window on your website but rather is a robust customer support solution that fulfills all the communication requirements of modern enterprises.

Your agents can access LiveChat via a web browser, Android and iOS mobile devices, and through dedicated apps for Windows and Mac. The software can help you provide top notch customer service, and it integrates seamlessly with more than 100 SaaS products. For these reasons, it is utilized by more than 24,000 companies in over 150 countries, and together they manage hundreds of millions of chats each year.

In our LiveChat review you can get more details on the software’s benefits, pricing, and other info.

Benefits of LiveChat

Chat after Hours

Managers and trusted agents can work after hours by accessing LiveChat on their phones and tablets. Administrators can track any chat in session by clicking on it. If they wish to contribute to the conversation, they can utilize the Whisper feature to type comments in the chat window which will be seen by the agent but not the customer.

Seamless Integrations

LiveChat integrates smoothly with e-commerce, CRM, and social media platforms including Salesforce and Facebook. The vendor also offers a customizable and open API to enable your IT staff to connect the tool with your in-house systems.

Track Your Visitors

Most LiveChat reviews show that the app enables you to track your visitor’s activities as you can view when they are on your site, the browser and language they are using, past chat history if any, and the search words that brought them to your website. Utilize the Google Analytics integration to create and track marketing campaigns. Easily share files with customers to provide added info and explain issues. In addition, the platform can be implemented in 34 languages.

Foolproof Security

The vendor offers reliable security as all chats are encrypted using SSL 256-bit standards and stored safely in the cloud which means they are protected from server crashes and local disasters. You can provide role-based personalized access to each agent to enable them to view only what is appropriate and you can also disable their file sharing feature if needed. If a visitor indulges in inappropriate chat or spamming, you can ban them by blocking their IP address.

Generate Insightful Reports

LiveChat allows you to generate insightful reports that provide you details such as the number of times an agent offered incentives or coupons to convert visitors into buying customers. You can also view customer satisfaction ratings obtained from post-chat surveys as well as the quality rating given to an individual agent by customers. On top of that, you can generate reports that offer automatic staffing scheduling and predictions. If needed, you can effortlessly generate custom reports to get the metrics and data you want.

These benefits are consistently mentioned in many LiveChat reviews.

Overview of LiveChat Features

  • Work Order Management
  • Website Visitor Tracking
  • Trouble Ticketing
  • Transfers/Routing
  • Ticket/Issue Tracking
  • Third Party Integration
  • Surveys & Feedback
  • Self Service Portal
  • Search
  • Screen Sharing
  • Real-time Chat
  • Proactive Chat
  • Performance Metrics
  • Offline Form
  • Multi-Channel Communication
  • Live Chat
  • Knowledge Base Management
  • IT Asset Management
  • Interaction Tracking
  • Inbox / Queue Management
  • Help Desk
  • Geo Targeting
  • Feedback Collection
  • Email Response Control
  • Email Integration
  • Customizable Branding
  • Customer Support Tracking
  • Customer Service Analytics
  • Customer Experience Management
  • Customer Database
  • Complaint Monitoring
  • Communication Management
  • Cataloging / Categorization
  • Canned Responses
  • Automatic Customer Notices
  • Automated Routing
  • Analytics
  • Alerts / Escalation

Pricing of LiveChat

LiveChat price will depend on one of the 4 pricing plans you can choose from. There is also a 30-day free trial available.

Starter Plan: $16/seat/month (billed annually) or $19 billed monthly

  • 60-day chat history
  • Basic chat customization
  • Data security
  • Ticketing system
  • Unlimited agent accounts

Team Plan: $33/seat/month (billed annually) or $39 billed monthly

Includes all features of the Starter Plan, plus:

  • Unlimited chat history
  • Full chat customization
  • Basic reporting
  • Agent groups
  • Multiple brandings

Business Plan: $50/seat/month (billed annually) or $59 billed monthly

Includes all features of the Team Plan, plus:

  • Advanced reporting
  • Staffing prediction
  • Work scheduler

Enterprise Plan: $149 per seat/month billed only annually

Includes all the features of the Business Plan, plus:

  • Dedicated account manager
  • Product training
  • Security assistance
  • Single Sign-On (SSO)
  • Software engineer support

About Author

Kate Stephens is a young and creative graphic designer as well as the mastermind behind her own startup company aimed at providing customers with reliable and often cheaper alternatives to various popular brands and products from all possible markets.

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