What is LiveChat?

LiveChat is an all-in-one customer service platform designed to facilitate real-time communication between businesses and their customers. It offers live chat, chatbots, email, social media, and messaging app integrations to provide a seamless support experience. LiveChat aims to improve online sales, customer support, and engagement through its robust feature set.

With LiveChat, businesses can deliver instant support, gather valuable customer insights, and streamline interactions across multiple channels. The platform’s user-friendly interface and powerful integrations make it a versatile tool for businesses of all sizes, from startups to enterprises.

The Go-to-Market Challenges LiveChat Solves

Problems LiveChat Solves

LiveChat helps businesses solve several key problems related to online sales, customer support, and engagement:

1. Improving Online Sales Conversions
   • Enables real-time assistance to guide prospects through the sales process.
   • Proactively engages high-value leads to nudge them towards purchase.
   • Provides upsell and cross-sell opportunities during live interactions.
2. Delivering Fast, Efficient Customer Support
   • Allows instant resolution of customer issues through live chat.
   • Reduces response times compared to email or phone support.
   • Enables support agents to handle multiple chats simultaneously.
3. Enhancing Customer Satisfaction and Loyalty
   • Offers immediate, personalized support that improves customer experience.
   • Builds rapport and trust through human conversations.
   • Reduces friction and frustration in the customer journey.
4. Providing Omnichannel Communication
   • Meets customers on their preferred channels (website, mobile, social, etc.).
   • Offers a consistent support experience across touchpoints.
   • Integrates chat history and context from multiple channels.
5. Automating Repetitive Customer Service Tasks
   • Uses AI chatbots to handle common queries and issues.
   • Frees up human agents to focus on more complex, high-value interactions.
   • Provides 24/7 support availability without expanding headcount.
6. Gathering Customer Insights and Feedback
   • Captures data from live chats to understand customer needs and pain points.
   • Identifies opportunities to improve products, services, and experiences.
   • Measures customer satisfaction (CSAT) and agent performance through post-chat surveys.

The Benefits of LiveChat

Provide Instant Customer Support

• Respond to customer inquiries in real-time via live chat.
• Reduce response times and improve customer satisfaction scores.
• Allow customers to quickly get answers without having to wait on hold or for an email reply.

Increase Sales Conversions

• Proactively engage visitors on your website to answer questions and overcome objections.
• Guide potential customers through the sales funnel to purchase.
• Use chat invitations to re-engage abandoning visitors and recover potentially lost sales.

Gain Customer Insights

• View detailed customer profiles including location, page views, purchase history, and more.
• Track and analyze chat transcripts to identify common questions, issues, and opportunities.
• Use data to improve your products, services, marketing, and support.

Integrate with Key Tools

• Connect LiveChat with your CRM, e-commerce platform, analytics, help desk, and 200+ other tools.
• Keep all customer interactions and data synced in one place.
• Automate tasks and workflows between LiveChat and integrated apps.

Scale Your Support Team

• Let chatbots handle common queries so your agents can focus on more complex issues.
• Route chats to the right departments and agents based on skills, availability, and other factors.
• Manage all chats from a single dashboard, even when supporting customers across multiple channels.

User Reviews of LiveChat

G2 Reviews

• Overall Rating: 4.5/5
• Top Competitors: Zendesk Support Suite, Zoho Desk, Freshdesk

Positive Quotes:

1. "The interface, great performance, and extra details about the visitor such as their location, what they are typing and how they are navigating our website are all things I appreciate." [SR][5/5][https://www.g2.com/products/livechat/reviews]
2. "Livechat has truly excelled in integrating with third-party software tools, making it an exceptional chat-based customer engagement software." [NS][5/5][https://www.g2.com/products/livechat/reviews]
3. "Integrations are amongst the huge qualities which Livechat brings on the table for us. We have leveraged on Livechat's vast integrations with other software products to steadily increase our mailing list, communicate with people directly from our social media accounts and even for tracking the impact of our website chatting engagement with customers on overall product sales." [MS][5/5][https://www.g2.com/products/livechat/reviews]

Concerns:

• The visitors invite limit is not suitable for a company with a larger base of customers. Also, the real-time traffic tracking hinders the smooth performance of the agent console.
• They don't have their own CRM product for now. Otherwise, we'd love to use it as well.

General Sentiment:

Overall, users are highly satisfied with LiveChat, praising its integrations, user interface, and performance. However, some users note limitations with visitor invites and the lack of an in-house CRM.

• Positive Reviews:
  • Excellent integrations.
  • User-friendly interface.
  • High performance.
• Negative Reviews:
  • Limitations on visitor invites.
  • No in-house CRM.

Read more on G2

Reddit Reviews

Overall Sentiment:

Reddit users generally appreciate LiveChat for its efficiency and integration capabilities. However, some prefer alternatives like Intercom and Drift for specific use cases.

What's the best website live chat software tool for SaaS

LinkedIn Activity

Top 5 URLs:

1. Remote Customer Support
2. B2B Live Chat
3. AI Marketing Tools
4. Effective Customer Service
5. GoHighLevel Chat Widget

Analysis:

The top posts and articles on LinkedIn emphasize the importance of live chat tools for efficient and personalized customer service, the role of AI in customer support, and the benefits of integrating customer support tools with other business tools.

Integrations and Compatibility

LiveChat integrates with over 200 popular tools and platforms, including:

1. E-commerce platforms: Shopify, Magento, BigCommerce, WooCommerce.
2. CRM systems: Salesforce, HubSpot, Pipedrive, Zoho CRM.
3. Help desk and ticketing: Zendesk, Freshdesk, Jira, Intercom.
4. Analytics and marketing: Google Analytics, Kissmetrics, Mailchimp.
5. Social media: Facebook, Twitter, Instagram.

LiveChat also provides an open API and Zapier integration for custom connectivity.

LiveChat Alternatives

1: Intercom

2: Zendesk Chat

3: Freshdesk

4: Drift

5: Crisp

FAQ

What does LiveChat do?

LiveChat is an all-in-one customer service platform that enables businesses to communicate with website visitors and customers in real-time via live chat, chatbots, email, social media, and messaging apps. It offers advanced features for sales, support, and customer engagement to help companies boost online conversions and deliver exceptional customer experiences.

How easy is it to set up LiveChat?

LiveChat is designed for easy setup and can be up and running in just minutes. The platform provides a user-friendly installation wizard, and no coding skills are required. Simply copy and paste a snippet of code into your website, customize your chat widget, and start chatting with visitors. Most users are able to fully implement LiveChat within a day.

What makes LiveChat different from other live chat tools?

LiveChat stands out with its robust feature set tailored for e-commerce sales and support. Key differentiators include:

• Advanced chatbot and automation capabilities powered by AI.
• Omnichannel communication across chat, email, social media, and messaging apps.
• Targeted chat invitations and rich customer profiles for improved sales.
• 200+ integrations with popular business tools and platforms.
• Comprehensive reporting and analytics to measure chat performance.

Can LiveChat integrate with other tools and platforms?

Yes, LiveChat offers seamless integrations with over 200 popular tools and platforms, including:

• E-commerce platforms: Shopify, Magento, BigCommerce, WooCommerce.
• CRM systems: Salesforce, HubSpot, Pipedrive, Zoho CRM.
• Help desk and ticketing: Zendesk, Freshdesk, Jira, Intercom.
• Analytics and marketing: Google Analytics, Kissmetrics, Mailchimp.
• Social media: Facebook, Twitter, Instagram. LiveChat also provides an open API and Zapier integration for custom connectivity.

What are the pricing plans for LiveChat? Are there any hidden fees?

LiveChat offers transparent, tiered pricing based on agent seats and features:

• Starter: $16/agent/month billed annually.
• Team: $33/agent/month billed annually.
• Business: $50/agent/month billed annually.
• Enterprise: Custom pricing. All plans include core live chat and ticketing, with advanced features like chatbots and reporting on higher tiers. There are no setup fees, and you can cancel anytime. Premium add-ons, like additional chat history storage, are available for an extra cost.

Is there a free trial available for LiveChat, and what features are included?

Yes, LiveChat offers a 14-day free trial that includes all features of the Team plan. You'll have access to unlimited chats, a customizable chat widget, basic reports, ticketing, and multiple integrations. No credit card is required to start the trial, and you can easily upgrade to a paid plan after the trial ends.

Does LiveChat offer customer support?

LiveChat provides 24/7/365 customer support through multiple channels:

• In-app live chat for real-time assistance.
• Email support with an average response time of 2 hours.
• Extensive knowledge base with step-by-step guides and video tutorials.
• Phone support available for Enterprise plans.
• Priority onboarding and customer success manager for high-tier plans.

Who is LiveChat ideally suited for?

LiveChat is an ideal customer service solution for:

• E-commerce stores looking to improve online sales and support.
• SaaS businesses aiming to enhance customer experience and retention.
• SMBs wanting an affordable, all-in-one platform for customer engagement.
• Enterprise companies seeking to scale omnichannel customer communications. Any business with a strong online presence and focus on customer satisfaction can benefit from LiveChat's comprehensive features and ease of use."