This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-888-670-8889 (US/CAN) or
+1-703-340-1171 (International)

Text

LiveChat

Composite Score

8.5 /10

CX Score

8.5 /10

143 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

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

LiveChat won the following awards in the Chatbots category

Filter By

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

92 Plan to Renew

81 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

undefined

{y}

{name}

Emotional Footprint Overview

Product Experience:: 88%
Negotiation and Contract:: 83%
Conflict Resolution:: 84%
Strategy & Innovation:: 86%
Service Experience:: 88%

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.

+85 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

Continually Improving Product
Enables Productivity
Saves Time
Respectful

Feature Ratings

Average 81

Voice or Text Input

Leads Generation

Multi-channel

Workflow Processing

Knowledgebase

Personalized Service

Application Programming Interface

Translation

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 Customization

Ease of IT Administration

Ease of Data Integration

Business Value Created

Vendor Support

Product Strategy and Rate of Improvement

Availability and Quality of Training

LiveChat Reviews

Njambi K.

Role: Industry Specific Role
Industry: Transportation
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2021

A Very Effective Live Chat Solution For Business

Likeliness to Recommend

9 /10

What differentiates LiveChat from other similar products?

The tool comes with some automation features where customers/clients can get a bot responding to common queries.

What is your favorite aspect of this product?

Deploying and using LiveChat is easy Setting up the bots is easy The tool matches customers and agents in real time The ticketing system ensures easy tracking of issues and solving them It ca auto respond when there is no live agent

What do you dislike most about this product?

With the many benefits of this tool and how easy it makes customer care services, I have no issues with the tool. At least I haven't noted any

What recommendations would you give to someone considering this product?

If you need a live chat application for your online website, LiveChat is what you need. It works well and integration is easy

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Glenn S.

Role: C-Level
Industry: Banking
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2021

Features disappoint. Lagging

Likeliness to Recommend

7 /10

What differentiates LiveChat from other similar products?

Cost is cheap

What is your favorite aspect of this product?

Has some good features in the Enterprise version but we continually get lagging as the issue

What do you dislike most about this product?

The slow response times

What recommendations would you give to someone considering this product?

Shop around

Pros

Friendly Negotiation
Efficient Service
Saves Time
Generous Negotitation

Cons

Less Reliable
Less Performance Enhancing
Less Effective Service

Role: Information Technology
Industry: Education
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Dec 2020

Simple and easy to use but very basic

Likeliness to Recommend

6 /10

Pros

Performance Enhancing
Enables Productivity
Efficient Service
Effective Service

Cons

Less Reliable
Commodity Features
Less Generous

Latest Research

LiveChat

What is LiveChat?

Company Details

Need Assistance?

Awards & Recognition

LiveChat Ratings

84 Likeliness to Recommend

92 Plan to Renew

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+85 Net Emotional Footprint

How much do users love LiveChat?

Chart

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.

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

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.

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.

Translation Supports automatic translate to multiple languages.

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

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.

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.

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.

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

Njambi K.

A Very Effective Live Chat Solution For Business

Likeliness to Recommend

Pros

Glenn S.

Features disappoint. Lagging

Likeliness to Recommend

Pros

Cons

Simple and easy to use but very basic

Likeliness to Recommend

Pros

Cons

Most Popular LiveChat Comparisons

Intercom

Tidio

Dialogflow

Drift Conversation Cloud

Manychat

Freshchat

Title

Feature Ratings

Voice or Text Input

Leads Generation

Multi-channel

Workflow Processing

Knowledgebase

Personalized Service

Application Programming Interface

Translation

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 Customization

Ease of IT Administration

Ease of Data Integration

Business Value Created

Vendor Support

Product Strategy and Rate of Improvement

Availability and Quality of Training