LiveChat Customer Reviews 2024

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LiveChat

Composite Score

8.5 /10

CX Score

8.5 /10

140 Reviews Write a Review

What is LiveChat?

LiveChat turns support teams into customer service rockstars. Customers love answers to their questions coming within seconds. Win hearts of customers with amazing customer service using LiveChat. LiveChat combines AI efficiency with human expertise. Let AI resolve most queries automatically so your team can focus on top-tier clients.

Company Details

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Awards & Recognition

LiveChat won the following awards in the Chatbots category

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0 Top Rated Capabilities

1 Top Rated Features

2023

0 Top Rated Capabilities

1 Top Rated Features

2022

LiveChat Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on LiveChat.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

84 Likeliness to Recommend

3
Since last award

91 Plan to Renew

3
Since last award

81 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+84 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love LiveChat?

7% Negative

6% Neutral

87% Positive

Pros

Respectful
Continually Improving Product
Saves Time
Performance Enhancing

Feature Ratings

Average 81

Voice or Text Input

Leads Generation

Multi-channel

Workflow Processing

Application Programming Interface

Personalized Service

Translation

Knowledgebase

Integration With CRM

Scheduled Availability

Learning and Adaptability

Vendor Capability Ratings

Average 80

Quality of Features

Ease of Implementation

Usability and Intuitiveness

Breadth of Features

Ease of IT Administration

Ease of Customization

Ease of Data Integration

Business Value Created

Product Strategy and Rate of Improvement

Vendor Support

Availability and Quality of Training

LiveChat Reviews

Yanis W.

Role: Sales Marketing
Industry: Retail
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

Integral to customer communication.

Likeliness to Recommend

10 /10

What differentiates LiveChat from other similar products?

Fantastic integration with non-Livechat software products like Facebook Messenger and Mailchimp. This has put chatbot into a variety of use-cases in my company.

What is your favorite aspect of this product?

Chatbot is able to deploy not just on our web and mobile platforms, but has integrated well on some of our social media handles where it is used to respond to simple customer queries.

What do you dislike most about this product?

Livechats Chatbot lacks adequate artificial intelligence structure, which would enable it to learn from past interactions with our customers. This is a flaw , which is maybe a result of Chatbot being a very simplified bot engine .

What recommendations would you give to someone considering this product?

Chatbot creates breathing room for our customer service reps. It saves us time as well and manages to address the concerns of section of our customers.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Kristin M.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

HIghly Efficient

Likeliness to Recommend

9 /10

What differentiates LiveChat from other similar products?

Customer support.

What is your favorite aspect of this product?

Easy to use.

What do you dislike most about this product?

GUI could use some updating.

What recommendations would you give to someone considering this product?

Consider how important ease of use based on GUI is to your team.

Pros

Respectful
Fair
Trustworthy
Efficient Service

Cons

Under Delivered

Boreru K.

Role: Information Technology
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

A Must Have Chatbot Tool

Likeliness to Recommend

10 /10

What differentiates LiveChat from other similar products?

The live chat features are out of this world. It is fast and effective

What is your favorite aspect of this product?

I like that using LiveChat ChatBot is straightforward Deploying it was easy It makes attending to our clients and guests easy

What do you dislike most about this product?

It has been a smooth experience and no complaints.

What recommendations would you give to someone considering this product?

If you are looking for a chatbot, LiveChat ChatBot is a great deal. It is cost effective and affordable too.

Pros

Performance Enhancing
Enables Productivity
Efficient Service
Inspires Innovation

Latest Research

LiveChat

What is LiveChat?

Company Details

Need Assistance?

Awards & Recognition

LiveChat Ratings

84 Likeliness to Recommend

3 Since last award

91 Plan to Renew

3 Since last award

81 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+84 Net Emotional Footprint

How much do users love LiveChat?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Voice or Text Input Chatbot interaction through audible (voice) or text (keyboard) input.

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Multi-channel Supports live chat, mobile app, powerbot and messenger

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Translation Supports automatic translate to multiple languages.

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

LiveChat Reviews

Yanis W.

Integral to customer communication.

Likeliness to Recommend

Pros

Kristin M.

HIghly Efficient

Likeliness to Recommend

Pros

Cons

Boreru K.

A Must Have Chatbot Tool

Likeliness to Recommend

Pros

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Title

3
Since last award

3
Since last award

1
Since last award

Feature Ratings

Voice or Text Input

Leads Generation

Multi-channel

Workflow Processing

Application Programming Interface

Personalized Service

Translation

Knowledgebase

Integration With CRM

Scheduled Availability

Learning and Adaptability

Vendor Capability Ratings

Quality of Features

Ease of Implementation

Usability and Intuitiveness

Breadth of Features

Ease of IT Administration

Ease of Customization

Ease of Data Integration

Business Value Created

Product Strategy and Rate of Improvement

Vendor Support

Availability and Quality of Training