LiveChat Review – Details, Features, Pricing, and Pros

Are you looking for a way to provide better support to your customers? Then do read this article till the end. 

It is highly important to provide decent customer support if you want to take your business to greater heights.

Various surveys have shown that it is more profitable to retain your customers than to gain more customers. And the only way to do this is by providing an incredible customer experience. 

The best strategy to improve your customer support is to invest in a good customer service platform.

LiveChat is a robust customer service platform that helps your customers to easily reach out to you in case of any problem and thus, boost your business.  


What is LiveChat?

LiveChat is a complete customer service platform that helps your customers easily contact you and sort out their problems or queries.

livechat-review

It offers robust chat tools for exceptional customer support so that you can boost your sales.

It is used by more than 32k users including great brands like Mercedes Benz, Adobe, Unilever, Pay Pal, and many more. 


LiveChat Quality Score

Chandan Negi

livechat-logo
Ease of use
Features
Customer Support
Value For Money
Functionality

Summary

LiveChat is a flexible yet robust platform that helps you to provide a better customer experience.

4.6

Features of LiveChat

Chat Tools 

LiveChat helps you to reply faster as everything that your customers are typing is visible to you before they send it.

You can save responses to repeated or common questions and use them any other time in a conversation with just a few clicks.

You can add tags to your chats to give them context and filter reports using tags to compare numbers between different types of cases.

Customer Engagement

You can send targeted messages based on their profile and behavior to specific visitors.

You can use eye-catchers to grab your visitors’ attention on your website and show them you offer live chat support. You can add images or GIFs to your eye-catchers.

Chat Routing

It also offers automatic chat routing through which each new chat goes to the first available agent and manual chat routing through which agents can manually select the chat from the queue. 

Customization

You can add a personal touch to your chat widget by adding your own colors, themes, etc.

It also helps your agents to personalize their profiles by adding a name, title, and profile picture.

You can also add a knowledge base to make the customer experience more appealing. 

LiveChat supports more than 45 languages. 

Reports & Analytics

LiveChat provides you a detailed insight into the customer service you are offering to your customers.

These chat reports consist of total chats, missed chats, greetings conversion, chat engagement, chat availability, and many more.

You can also get reports to analyze the performance of your customer service agents. All the reports can be easily saved as a CSV file. 

Security

LiveChat uses a 256bit SSL protocol, both for agents using the application and customers using the chat widget on your website to provide complete security.

You can even mask the credit card numbers from the app. You can even restrict access to your account to specified IP addresses. For preventing spam chats, LiveChat allows agents to ban disturbing chats. 

Ticketing system

With tickets, you can deal with complicated cases that can’t be settled during a chat.

These ticket sources can include charts, ticket forms, and emails. You can also add private comments that are only visible to your team.

You can even add status and assign tags to tickets to organize them efficiently. 

Sales & E-commerce

You can keep an eye on who is browsing your website and convert more visitors into leads.

It also allows you to browse through products, select one or more items, and deliver them to the consumer directly from the chat. 

Team Management

LiveChat helps you to manage and work efficiently with your team.

You can sort your agents, get detailed agent reports to analyze the performance, add private comments, and define roles and privileges for people on your team. 

Messaging Channels

With LiveChat, you can add a chat widget to as many websites and apps as you want. You can reach out to your customers on Facebook and iOS devices. 


Benefits of LiveChat

  • LiveChat helps you to provide better customer experience support through your website.
  • You can organize your chats in a better way by adding tags to give them context. 
  • You can send more personalized and intuitive messages.
  • It provides seamless file sharing.
  • All chats are stored and you find them by searching a keyword or through the agent. 
  • You can also create engaging videos to draw your customer’s attention. 
  • Connect your customers to the right agents based on where they are on your website. 
  • With LiveChat, you can either automatically route chats to rightful agents or allow your agents to pick them manually. 
  • Your clients can pick up the chat from where they left or reread a conversation anytime they want to.
  • You can save important conversations and get them through email. 
  • Add your branding colors, text, etc to give your chat widget a personal touch. 
  • Get detailed chat reports consisting of total chats, missed chats, greetings, chat satisfaction, etc. 
  • You can also analyze your customer service agents’ performance by getting a detailed report of it. 
  • It keeps your conversations and data completely safe and secure. 
  • It offers more than 200 integrations.
  • You can chat on various platforms. 
  • It allows you to easily collaborate with your team members and share access to different accounts. 
  • It also provides tools for boosting sales and e-commerce. 
  • A 14-day free trial is available.

Why do you need LiveChat?

LiveChat helps to make customer support easy and manageable for companies and more appealing for customers.

Your customers can easily reach out to you for any query. It helps you to sort and organize your chats and give them a tag so that you do not miss out on any questions. 

With LiveChat, you can get a complete track of your business. It offers detailed chat reports, your agent’s performance reports, and visitors’ reports that are coming to your website.

You can even automate your customer service with a chatbot available 24/7. 


LiveChat Integrations 

Snapcall Stripe
WhatsappSurveys
Chat TranslatorSneakPeak
PingMailChimp
ClearbitHubspot
Super AgentZendesk

LiveChat Pricing Plans

There are four pricing plans offered by LiveChat. They are:

1. Starter
2. Team
3. Business
4. Enterprise

livechat-pricing-plans

1. Starter

This is available for $16 per month per agent billed annually. It includes:

  • Website 
  • Apps 
  • Direct Chat Link 
  • Messenger 
  • Email
  • Applications 
  • Canned responses 
  • Pre-chat & post-chat surveys
  • Ticket form
  • Agent rating
  • Customer details 
  • Multiple website support 
  • Traffic tracking up to 100 customers
  • Smart chat routing
  • Manual routing
  • Ticketing system
  • Daily summary
  • Security

2. Team

This is available for $33 per month per agent billed annually. It includes:

  • Everything in Starter and
  • Custom customer segments 
  • Transfers 
  • Chat takeover 
  • Chat tagging 
  • File sharing 
  • LiveChat Dashboard 
  • Accessing reports via API 
  • Basic chat statistics 
  • Ticket statistics 
  • Tag-based reports 
  • Interactive reports 
  • Group statistics 
  • Custom logo
  • Group organization
  • Inactivity configuration

3. Business 

This is available for $50 per month per agent billed annually. It includes:

  • Everything in Team and
  • SMS
  • Apple Business chat
  • Chat Takeover 
  • Work scheduler
  • Staffing prediction 
  • Agent activity 
  • On-demand reporting 
  • First response time 
  • Average response time

4. Enterprise

For the pricing of this plan, you need to contact the team. It includes:

  • Everything in Business and
  • Audit log 
  • Security assistance 
  • HIPAA Compliance 
  • Single Sign-On (SSO) ready
  • White Label 
  • Product training 
  • Software engineer support 
  • Legal assistance 
  • Yearly PO & invoicing 
  • Key Account Manager.

LiveChat Alternatives

1. Zoho Desk

Zoho Desk is context-aware customer service software that helps you to provide the world’s best customer service.

It is used by major teams like Godrej, McAfee, and more. You can manage your conversations across multiple channels such as email, chat, phone, social media, and your website.

The AI-powered assistant for Zoho Desk can further help to make your work easier. 

2. Zender Support Suite

This is another great alternative to LiveChat. It is a cloud-based software and provides various features.

You can automate ticket creation, chat on multiple channels, create a knowledge base, collaborate with your team, and many more.

It is flexible yet powerful software and is used by companies like Uber, Udemy, Tesco, etc. 


LiveChat Video


Frequently Asked Questions (FAQ) on LiveChat

Why do I need LiveChat?

LiveChat is an amazing platform to improve your customer service. It provides various features that help in easier management of conversations, seamless collaboration with team members, reports and analytics, automation, improves customer engagement, and many more.

How many plans does LiveChat offer?

LiveChat offers four plans:
Starter: For small businesses
Team: For growing businesses
Business: For established businesses looking for the customer service department.
Enterprise: For large enterprises that want unlimited features.

Does LiveChat offer a free plan?

No, LiveChat does not have a free plan. However, you can get a 14-day free trial for analyzing the software.

Is LiveChat secure?

Yes, LiveChat is completely secure. It uses 256bit SSL protocol, both for agents using the application and customers using the chat widget on your website to provide complete security.


Wrap up

LiveChat helps you to improve your customer service and make it more convenient for your customers.

It offers a range of tools that can help you to provide exceptional service to your customers.

It also helps you to keep a track of your business and agents’ performance.

I hope you have liked this article, do let me know in the comments section if you have any further questions.


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