LiveChat

What do you like best?

What do you dislike?

What business problems are you solving with the product? What benefits have you realized?

Pros: It is easy to use, very direct, and we get excellent feedback from customers who we connect with using the software. Overall, very nice.

Cons: Not a free service, so you do have to budget a bit to use it (depending on the size of your company/organization. For most, it is a non-issue).

Pros: There are a lot of WordPress add-ons, but they remain the best and the most fastest

Cons: Ability to control more and customizations

Pros: I've actually been seeing more sites use LiveChat now which I think is great. I hate having to deal with customer service in general, but live chat customer service for the most part has been pretty convenient. I've never really had long wait times on LiveChat, and the customer service on there is pretty good.

Cons: My only complaint would be when the person helping on the other end can't help me with what I need.

Pros: The LiveChat feature is nice to be able to respond to customers in an immediate fashion. It does require someone to be available to respond ongoing to customers whenever they log on to chat but they do offer Conversational artificial intelligence chatbots to start off a conversation and then transfer over to the customer which allows some time to get to everyone

Cons: Some customers do not like sitting on hold and or they can tell they are being maintained and asked the same questions repeatedly so get agitated

Pros: Easy interface

Customers recognize and trust the platform

Price is good

Cons: Can be glitchy when network activity is high

Overall: LiveChat allows us to connect our e-comm shop with customers in real time, allowing them to get the information they need quickly and helping us increase sales.

Pros: I like the custom agent routing options that LiveChat offered. We have multiple products in multiple regions, all of which are handled by different SDRs. It was very valuable to create routing rules based on those, as well as rollover priority rules for who should be the backup in case the designated SDR is unavailable/non-responsive.

Cons: I feel like LiveChat has not done a good job of keeping up with competitors from a functionality standpoint. Articifical Intelligence is leading many website chat conversions, and the bot experience with LiveChat was very limited.

Pros: The UI is nice, including the color coding options that help me see the differences in status. The basic reporting was also better than other competitors I've looked at.

Cons: You can only have one agent with the basic package, so we were unable to test this as a group.

Overall: It was relatively easy to try this out and see the basic functionality and explore the possibilities of how to improve on customer experience.

Pros: Sometimes it can be hard to understand the person on the other end of the customer service phone line and Live Chat makes that a non issue. It also seems to cut down on wait time or the fear that your phone will die while on hold.

Cons: It takes longer to type a question than to speak it, and it's easy to cross over one another while typing.

Pros: I think this is a great program easy to use and when you are alone and on hold for hours (seems like) you can use the live chat and they help out when you need to get answers right away.

Cons: wish it could push details and examples to you.