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

Cameron S.

Role: Sales Marketing
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2022

Extremely useful and secure

Likeliness to Recommend

9 /10

What differentiates LiveChat from other similar products?

Speed and the opportunity to create sales leads and opportunities internally via website/landing page

What is your favorite aspect of this product?

User friendly and fast

What do you dislike most about this product?

Lack of customization and direction to different department heads

What recommendations would you give to someone considering this product?

Place it on your landing page to promote communication and guidance

Pros

Continually Improving Product
Reliable
Performance Enhancing
Efficient Service

Pawel S.

Role: Consultant
Industry: Consulting
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Dec 2021

Easy to use and quite competitive pricing

Likeliness to Recommend

10 /10

What differentiates LiveChat from other similar products?

Ease of use

What is your favorite aspect of this product?

Ease of use and features

What do you dislike most about this product?

Price of higher packages

What recommendations would you give to someone considering this product?

Try it out and asses on your own

Pros

Helps Innovate
Continually Improving Product
Caring
Saves Time

Dean N.

Role: Sales Marketing
Industry: Food and Beverage
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2021

Dissapointed with the cost of the product.

Likeliness to Recommend

6 /10

What differentiates LiveChat from other similar products?

the web app is very good and workd seemslessly with other apps.

What is your favorite aspect of this product?

the web app

What do you dislike most about this product?

theost of the monthly support.

What recommendations would you give to someone considering this product?

very good chat to use but please bear in ind the cost related to the support.

Pros

Caring
Saves Time
Generous Negotitation
Continually Improving Product

Cons

Vendor's Interest First
Security Frustrates
Inhibits 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

Cameron S.

Extremely useful and secure

Likeliness to Recommend

Pros

Pawel S.

Easy to use and quite competitive pricing

Likeliness to Recommend

Pros

Dean N.

Dissapointed with the cost of the product.

Likeliness to Recommend

Pros

Cons

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Title

3
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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