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LiveChat

Composite Score

8.5 /10

CX Score

8.6 /10

146 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

93 Plan to Renew

Up 1
Since last award

81 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 89%
Negotiation and Contract:: 84%
Conflict Resolution:: 85%
Strategy & Innovation:: 87%
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.

+86 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?

6% Negative

6% Neutral

88% Positive

Pros

Continually Improving Product
Enables Productivity
Saves Time
Respectful

Feature Ratings

Average 81

Voice or Text Input

Leads Generation

Multi-channel

Knowledgebase

Workflow Processing

Personalized Service

Application Programming Interface

Translation

Integration With CRM

Learning and Adaptability

Scheduled Availability

Vendor Capability Ratings

Average 80

Quality of Features

Ease of Implementation

Breadth of Features

Usability and Intuitiveness

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

Conor S.

Role: C-Level
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2024

Easy-to-implement, great UX no-code solution.

Likeliness to Recommend

10 /10

What differentiates LiveChat from other similar products?

It's ease-of-use and set up. We were able to quickly build the chatbot flow, share it with our clients for feedback and approval, and to then quickly get to the MVP launch phase. It also provides features and functionality to improve your chatbot over time.

What is your favorite aspect of this product?

It's ease-of-use.

What do you dislike most about this product?

Nothing in particular

What recommendations would you give to someone considering this product?

This is great if you are a small- to medium-sized business. If you are a large corporate entity, I am not sure whether Chatbot.com or another tool would be an ideal fit.

Pros

Performance Enhancing
Enables Productivity
Helps Innovate
Reliable

Kaoushik R.

Role: Information Technology
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2024

Nice Chatbot!

Likeliness to Recommend

8 /10

What differentiates LiveChat from other similar products?

Great usability

What is your favorite aspect of this product?

Accuracy of the AI model

What do you dislike most about this product?

Lack of integration options with existing tech stack

What recommendations would you give to someone considering this product?

Yes! Would highly recommend Live chat for any business!

Pros

Reliable
Trustworthy
Efficient Service
Respectful

Sreenath V.

Role: Consultant
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Sep 2024

Fantastic product

Likeliness to Recommend

7 /10

What differentiates LiveChat from other similar products?

For larger companies seeking cost-effective chat software, LiveChat and ChatBot are excellent options. Both products offer efficient management capabilities at an affordable price

What is your favorite aspect of this product?

LiveChat seamlessly integrates with popular messaging platforms like Facebook Messenger, Telegram, and WhatsApp, allowing our clients to connect directly from their preferred apps. This ensures convenient and accessible communication without requiring them to visit our website

What do you dislike most about this product?

While our chatbot's natural language processing has made significant strides, it still requires ongoing refinement and training to improve its responses over time. Unlike a human agent, the chatbot cannot independently learn from its interactions without our team's input. However, it serves as a valuable tool for our support agents, assisting them by handling routine inquiries and freeing up their time for more complex issues

What recommendations would you give to someone considering this product?

Because of its user-friendly interface and seamless integration, I highly recommend this tool

Pros

Continually Improving Product
Includes Product Enhancements
Helps Innovate
Reliable

Latest Research

LiveChat

What is LiveChat?

Company Details

Need Assistance?

Awards & Recognition

LiveChat Ratings

84 Likeliness to Recommend

93 Plan to Renew

Up 1 Since last award

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+86 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

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

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.

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.

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.

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.

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.

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.

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.

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

Conor S.

Easy-to-implement, great UX no-code solution.

Likeliness to Recommend

Pros

Kaoushik R.

Nice Chatbot!

Likeliness to Recommend

Pros

Sreenath V.

Fantastic product

Likeliness to Recommend

Pros

Most Popular LiveChat Comparisons

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Manychat

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Title

Up 1
Since last award

Feature Ratings

Voice or Text Input

Leads Generation

Multi-channel

Knowledgebase

Workflow Processing

Personalized Service

Application Programming Interface

Translation

Integration With CRM

Learning and Adaptability

Scheduled Availability

Vendor Capability Ratings

Quality of Features

Ease of Implementation

Breadth of Features

Usability and Intuitiveness

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