What is LiveChat? Our Comprehensive Review 2022

Every company needs a means of getting in touch with customers and giving them support when they need it. By providing a chat widget on their website or mobile app that enables real-time interaction with customers, LiveChat is a customer support platform that aids businesses in doing just that. This platform is not only an excellent solution for providing customer service, but it can also be used for marketing and conversion. Businesses can satisfy the customer and the likelihood of conversion by responding to client inquiries right away. In this article, we’ll go over the various ways that LiveChat can be used as a potent marketing tool to help businesses better communicate with their customers and boost conversion rates.

We recommend you to try LiveChat by yourself to get full experience from this platform. LiveChat free trial.

Table of contents

What is LiveChat?

LiveChat is a customer service tool that enables companies to have real-time chats with their clients via a chat widget on their website or mobile application. Businesses can quickly respond to customer questions and concerns using LiveChat, increasing customer satisfaction and loyalty. In addition to its messaging function, LiveChat provides a number of other tools and features to assist businesses in managing and tracking their customer interactions. These features include the capacity to assign conversations to particular team members, set up automated responses, and access thorough reports and analytics. 

Because LiveChat is accessible on desktop and mobile platforms, businesses can easily communicate with their clients wherever they are. Whether you run a small business or manage customer service at a large corporation, LiveChat can be a priceless tool for enhancing customer communication and boosting productivity.

LiveChat Pricing

This solution offers you a few pricing options. 

Starter

This plan provides good features to get started using this platform and is ideal for small offices or home offices. It costs $20 per agent billed annually and offers the following advantages:

  • 60-day chat history
  • Basic widget customization
  • Ticketing system
  • Data security

Team

For mid-sized businesses with a full-time support staff, a team plan is appropriate. It has all of LiveChat’s fundamental features, including real-time messaging and the option to assign conversations to team members. This option costs $41 a month for each agent.

Business

The most widely used remedy is the business option. It costs $59 per month and offers the following advantages:

  • Unlimited chat history
  • Full widget customization
  • Ticketing system
  • Data security
  • Advanced reporting
  • Agent groups
  • Multiple brandings
  • Staffing prediction
  • Work scheduler

Enterprise

This is the most expensive and includes every platform-specific feature. It has custom pricing as well. 

  • Unlimited chat history 
  • Full widget customization 
  • Ticketing system 
  • Data security 
  • Advanced reporting 
  • Agent groups 
  • Multiple brandings 
  • Staffing prediction 
  • Work scheduler 
  • Dedicated acc. manager 
  • Product training 
  • Software engineer support​ 
  • Security assistance 
  • HIPAA Compliance 
  • Single Sign-On (SSO)

LiveChat Features

One of LiveChat’s key features is its chat window, which enables companies to communicate with clients in real time. Because of the chat window’s extensive customization options, businesses can alter its look, structure, and features to suit their requirements. 

  • Real-time chat: Customers can communicate with a customer service agent or chatbot in real-time, which can speed up and improve the efficiency of problem-solving. 
  • Visitor tracking: LiveChat enables businesses to keep tabs on who visits their website and which pages they are viewing. This information can be used to identify potential client needs and offer tailored support. 
  • Customizable chat widgets: LiveChat enables companies to alter the look of their chat widgets to blend in with their logo and website theme. 
  • File sharing: Through the chat interface, customers can send images, documents, and other files to customer service agents. This feature is useful for troubleshooting and problem-solving. 
  • Mobile application: LiveChat offers a mobile application that enables companies to manage their chat sessions and client interactions while on the go.

LiveChat Integrations

You have access to a sizable number of different platform integrations through LiveChat. Here are a few illustrations of the various integrations that LiveChat provides:

  • CRM systems. LiveChat can be integrated with well-known CRM platforms like Salesforce and Zendesk, giving businesses the ability to manage all of their client interactions in a single location. 
  • eCommerce platforms. eCommerce platforms like Shopify and WooCommerce can be integrated with LiveChat, enabling businesses to track customer purchases and offer specialized support. 
  • Social media. With the integration of LiveChat with social media sites like Facebook and Twitter, companies can address customer questions and grievances instantly. 
  • Marketing tools. Incorporating LiveChat with marketing tools like Google Analytics and Mailchimp enables companies to monitor the success of their customer service initiatives and focus their marketing efforts.
  • Helpdesk systems. Businesses can centralize their customer service efforts and offer a seamless customer experience by integrating LiveChat with helpdesk platforms like Zendesk and Freshdesk.

LiveChat Alternatives

Zendesk

A customer service platform called Zendesk provides a number of tools and features to aid companies in enhancing customer communication. Zendesk provides a variety of additional features in addition to real-time messaging, including knowledge management, self-service options, and integrations with other business tools.

Freshdesk

Freshdesk is a customer service platform that provides a number of features to aid businesses in enhancing customer communication. Freshdesk provides features like multi-channel support, automation, and integrations with other business tools in addition to real-time messaging.

Intercom

Intercom is a platform for customer communication that provides a number of features to assist businesses in bettering communication with their customers. Intercom offers features like lead generation, automation, and integrations with other business tools in addition to real-time messaging.

Helpscout

Helpscout is a client service solution that provides a number of features to assist businesses in enhancing customer communication. Helpscout offers features like knowledge management, automation, and integrations with other business tools in addition to real-time messaging.

LiveChat Pros & Cons

Pros

  • Real-time communication. LiveChat enables companies to interact with customers in real-time, offering prompt assistance and resolving customer inquiries.
  • Efficient communication. The 1,000 symbol message limit on LiveChat ensures that customers receive prompt and effective assistance by keeping conversations brief and to the point.
  • Wide range of features. LiveChat provides a variety of tools and features, such as conversation assignment, automated responses, and in-depth reports and analytics, to help businesses manage and track their customer interactions.

Cons

  • Limited to online communication. LiveChat only permits online communication, so it might not be appropriate for companies that must speak with customers on the phone or in person.
  • May require additional training. Customer service teams may need additional training to make effective use of LiveChat’s variety of features and tools. 
  • Dependent on internet connectivity. Because LiveChat needs an internet connection to work, poor connectivity might be an issue.

Final Words

In conclusion, LiveChat is a useful tool for eCommerce companies looking to enhance customer service and communication with their customers. Its real-time chat feature enables businesses to address issues and respond to inquiries promptly and effectively, increasing customer loyalty and satisfaction. While the mobile app and integrations enable convenient and streamlined management of customer interactions, visitor tracking and customisable chat widgets give businesses invaluable insights into customer behavior and needs. Overall, LiveChat can be a useful tool for eCommerce companies looking to boost customer satisfaction and sales.

We recommend you to try LiveChat by yourself to get full experience from this platform. LiveChat free trial.

FAQ

What is LiveChat?

LiveChat is a customer service tool that enables companies to have real-time chats with their clients via a chat widget on their website or mobile application. It provides a variety of tools and features, such as conversation assignment, automated responses, and in-depth reports and analytics, to assist businesses in managing and tracking their customer interactions.

How does LiveChat work?

Businesses only need to install the chat widget on their website or mobile application to use LiveChat. Then, by clicking the widget, customers can start a chat with a customer service agent. The exchange will be visible in the LiveChat dashboard, where customer service agents can reply immediately.

Is LiveChat suitable for all businesses?

Due to its restriction to online communication and potential inability to meet the demands of businesses with a high volume of customer interactions or those that require more individualized communication with their customers, LiveChat may not be appropriate for all businesses.

Can LiveChat be integrated with other business tools?

Yes, LiveChat can be integrated with a range of other business tools, such as CRM systems, e-commerce platforms, social media, marketing tools, and helpdesk systems. This allows businesses to manage all their customer interactions in one place and provide a more seamless experience for customers.

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