LiveChat Erfahrungen

What I like most about LiveChat is it's reliability. When I began researching chat applications to recommend to a client for use in their recruiting efforts, I found a lot of options. I also found a lot of issues. Many of the applications I looked at were complicated and glitchy.

Then I found LiveChat. LiveChat just worked. It was solid application whether online or on my desktop and it handled chat conversations reliable while offering all the features I was looking for in a manned chat application. When I spoke with a representative from the company, I found out why.

LiveChat set out from the beginning to be a manned chat solution and to be the best in the business. I was kind of disappointed with this at the beginning, because I was hoping for a solution to handle both manned and bot style chats. LiveChat didn't have bots, but they were so far above every other manned chat platform, that I had to choose them.

Incidentally, they have developed a bot situation since I first signed up with them and it is just as robust. It's called botengine.ai and I highly recommend it. BotEngine integrates seamlessly with LiveChat and both applications work reliably with Facebook Messenger, Web Pages, Landing Pages, and more.

LiveChat offers tons of customization, professional looking interfaces, and robust reporting. I can easily use it on my desktop computer, my notebook, my tablet, or my phone. And just like I said before, it just works.

If there was anything to dislike about LiveChat, it would be that it is resource-intensive on my iMac. This is a casualty of my business, though. I have to use a lot of memory-hog applications every day, so a lot of times I will enable LiveChat just on my mobile device or my notebook while I'm working at my desk. That way I can still respond to chats without slowing down my main machine.

Although LiveChat lacked bots, I had to chose them because they were so superior to any other manned chat platform. In addition, since I first signed up with them, they have created a bot situation that is just as reliable. I wholeheartedly endorse it, it's called botengine.ai. Both BotEngine and LiveChat reliably work with Facebook Messenger, Web Pages, Landing Pages, and other platforms. Their integrations are seamless. LiveChat provides extensive flexibility, elegant interfaces, and robust reporting. It's simple for me to use on my phone, tablet, laptop, or desktop computer.

Although LiveChat is a good workstation for our LOB, it is more expensive than some of its rivals since there have been times when there is some slowness when receiving chats and because there is a cap on the number of agents that may be logged in. When notifying the support team of faults or concerns, we have run into some additional delays.

Livechat has provided a really useful platform for us to get started with livechat provision on our site.

The chat interface itself is easy for agents to use. It is also inexpensive compared with other similar platforms.

There are some important features missing or lacking. Spell check within the livechat itself is crucial for agents to ensure we are always putting our 'best foot forward', while trying to respond quickly to visitors. The automated greetings are great but lack the ability to set logic within the conditions, meaning I don't have quite the level of control I would like over the greetings.
The CRM integration has also been difficult to implement, and hasn't worked well for all our agents. Which has caused some issues with manual data entry and some lost data. This integration is crucial to our workflow.
The customer service has, overtime, become much more automated and it has therefore taken me longer and been more frustrating to get solutions to issue that I have come up against. While the platform itself has improved in functionality through the time i've been using it, I find the customer support has become less helpful and personal.

I greatly appreciate the capabilities that Livechat provides us, as it allows us to receive inquiries from those interested who browse our advertisements that we publish on social networking sites, where he can communicate with us directly by clicking on the links embedded in the advertisements, which increases interaction and improves response speed and increases our capabilities To reach potential customers more quickly. Livechat's artificial intelligence is very advanced, as it enables us to obtain detailed reports showing the extent of our employees' interaction with site visitors and customers during live chat, and thus we can always make appropriate improvements that suit customers' aspirations.

Livechat is almost flawless, as I have not tested any complex issues or any difficult tools to use. The user interface is clear in detail and easy to deal with to perform the tasks as required.

Having used LiveChat for several months now, I can confidently say that it has been a valuable tool for managing customer support inquiries. One of the pros of LiveChat is its ease of use - it was simple to set up and integrate with our website. Additionally, the ability to customize chat widgets and greetings has helped to create a personalized experience for our customers.

One of the cons of LiveChat is its limited reporting capabilities. While we can see basic data such as chat volume and response times, more in-depth analytics would be helpful for tracking customer satisfaction and identifying areas for improvement. Additionally, the mobile app can be glitchy at times, which can be frustrating when trying to respond to inquiries on-the-go.

The thing I like most a out the software are the customizable hashtags. I can pretty much automate an entire conversation with every customers by programming and learning preset hashtags. It is by far the quickest and most efficient way to communicate with a since of uniformity with all questions and concerns

The least favorite thing about chat is the limited features on the bottom pay tiers. The work scheduler is something I had to pay extra for even though it would be nice to have a schedule inside the app instead of having to keep another window open. I wish it was set up according to team size instead of person pricing.

I like to promote my business it was fantastic

I as satisfied to use this software im already suggest to this software to your my other friends.

Customers can get instant interaction with LiveChat. They can ask if an item is in stock, how much, shipping, all commonly asked questions and LiveChat can instantly provide that. LiveChat can also redirect all questions to me for further help that it can provide. It weeds out the simple questions so that I can focus on more time consuming tasks. It's so affordable, I'm so glad I implemented the chat on my website.

Sometimes customers get annoyed when the chat bubble automatically pops up. I don't see it as a con, the customers can easily click away if they don't need help.

I like the benefits of interacting with visitors on our website. This has helped us with more leads and more buisiness. Also helps our customers very much, when they need our help.

Nothing bad to say. Its easy to use and it does the work. I recommend this!

I like the instant live chat that my customers get it reduces waiting time from sending support emails.

I don't like the layout it kind of getting old.

Easy chat
Easy ticket management
Knowledge base management
Easy to search
Soft client supports

Application sometimes taking load to run except nothing can less as compare to cost

- Stable platform
- Ease of separation of groups
- Ease of integration
- Reports and tools (admittedly we export this into our own tool and don't use LC's)
- Security and custom rules
- Customization and branding
- Consistent improvements
- Support team is prompt and helpful

- Some updates cause issues with set up and updates aren't announced very well
- Ticket system is 'meh' and we don't use it
- No send chat transcript by group, it's all or nothing

This allows customers to reach out and discuss issues that they are having with their service, or to set up new service, without calling in. It helps our company to keep the abandoned calls down, while still providing quality service to our customers. It's also convenient for those customers that need to have a conversation with us but can not be on the phone because they are at work. It provides all of the functionality of calling into our call center in a more convenient package.

If the customer has an internet hiccup during a conversation, it will drop the conversation - though it does save the history so that they are able to come back without having to repeat everything. I would not call this a major drawback. If a customer calls in, there is a chance that they will have bad cell service and drop the call as well, without the benefit of the chat history. This is not a flaw with the product itself, but more the platform that it draws from and I would say that the flaw is equal to that of phone calls without the added drawback of abandoned calls.

- Ease of setup
- Reliable operation
- User-friendly operational/agent interface
- Ability to customize pre-questions to gain consent for personal info collection, etc.

- Support for options to increase privacy protection of site visitors (ie, for EU GDPR compliance) could be better. For example, disabling IP address collection requires a special support request and then it is entirely removed. It would be much better if IP address enable/disable was an admin-controlled setting that, if enabled, would only remove the last octet of the IP address (like Google Analytics does for IP anonymization) so that geo info could still be collected but without the precision that would create a personal info privacy concern.
- Blocking of bot-crawlers from the customer/visitor list is desperately needed, as they present a nuisance to agent operations.
- The clearing of the customer list info seems to occur at random/unpredictable points in time -- this should be explained and there should be a button to allow manual clearing of the list by the agent.
- The customer/visitor view options should include an "all current visitors" option so that all current visitors , whether invited or browsing, can be seen in one view.
- Filters should be expanded to work for all fields, and should be persistent and be able to be saved so that switching views or restarting the application does not cause filter setups to be lost.
- There should be a master enable/disable setting to deactivate LiveChat when desired, without the need to go into Wordpress and disable the plugin.
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I love how simple it is to keep in communications with our customers. It is an easy software to use and has some features that make things much easier for customer service representatives. My favorite part is the canned responses or snippets. It makes things easier when keeping up with company expectations of what is expected in a call.

Some of the manager options could be a little easier to use. When monitoring a chat that someone else is taking occasionally there is a delay.

We find LiveChat to be very user friendly, and especially like the API functionality.

I can't really think of anything we dislike about LiveChat, it suits our needs perfectly.

Ability to resolve our client issues, even when our mail server is down. I can always use it on my laptop, tablet, and phone, allowing us to provide a 24 hours support.

It has been a very useful tool to our organizations as a majority of our clients prefer to use this. With LiveChat, you do not have to worry about sending a request or response to the wrong email address.

When we have an influx of requests, LiveChat is very slow, and most customers have to wait for long to be attended to.

Sometimes if you refresh the page you might lose your current conversation.
Sometimes, it can be a distraction, if new requests keep pooping up on my desktop window.

Livechat is the most intuitive Helpdesk solution I have tried.It has got a reliable support team for companies and organizations using it.I like the regular email newsletters sent to users by Olga Kolodynska of Livechat ; these newsletters provides insights into newer ways via which we can maximize Livechat to close more sales ,reduce website bounce rate and increase revenue for my organization.
I also like how I am able to respond to tickets opened by our customers by simply replying to the email notification sent by Livechat as against logging into the Livechat interface itself.

Inability to respond to tickets via the mobile app.At the current time,the Livechat smartphone app. Is only used to chat with web visitors.There is no way to transfer chats ,or even make use of the canned response feature via the Livechat app.

You can maintain anything from general query of a customer via live chat to managing a dashboard with all kinds of matrix

None that i can think of right now, they're pretty good at solving a problems

We're big on aesthetics and the look and feel of LiveChat is worlds better than many of their competitors. We can also integrate with Zapier and ZenDesk which is pretty swell.

We've had a fair number of customers complain to us about elements of LiveChat that we have no control over. Namely, they can't see a chat wait time till they've committed to a chat and once they're in a queue to chat, there is absolutely no option for them to leave other than to close the entire browser window (which in our case, means exiting our app). We've brought this up with LiveChat a few times and haven't heard anything about a fix being on the roadmap. It's quickly becoming a dealbreaker for us.

Allows for simple and quick implementation of a LiveChat option on our site and software application.

There have been some service outages and connection issues during business hours which impacted our customers and resulted in some negative feedback to our business. We rely on the tool to be functional in order to utilize and offer this communication channel to customers. Also, the reporting could be improved. Rarely do I use or look at the Dashboard as it is not customizable and the reports do not provide very detailed information. For example, we are interested in expanding our hours but I have not been able to easily utilize the data from LiveChat to determine the volume during those hours to justify the change. I have had to export numbers and count manually how many chats were received during a specified timeframe to put together a report. Ideally, I would like to see more volume trends and reporting capabilities.

Excellent feature set and customization especially on the desktop app. Works great with woocommerce.

Mobile app support has been a little flaky with login issues for almost a year. Seems latest update to the iOS app has mostly fixed this but still some lingering issues. So many more features could be added to the app as well. Also don’t like that you have to be on upper tiers to have a simple feature like hours available. We often forget to close the app down and have customers trying to reach us off hours.

The two biggest advantages of LiveChat, distinguishing it from the competition, are: integration with a Facebook messenger and a plugin integrating with Google Analytics.

In fact LiveChat no defects, meets all, copes well with all tasks.

As a Senior Solutions Architect, I am sometimes tasked with solving problems for clients. For instance: I am currently wrapping up an SD-WAN project for a major financial institution. We are currently in the optimization phase and LiveChat has been instrumental in assisting us ironing out unexpected kinks. I absolutely love that we can offer real time support to affected users and engage in dialogue to help rectify the problem in the most efficient manner. It has a great built-in ticket monitoring system, which helps us effectively manage a huge list of issues. It's extremely secure, simple to use and allows us to provide round the clock technical support and instant feedback to our customers.

It may be costly for the smaller businesses.

Having tried several (10+) chat software to find the right fit this is the easiest, most customizable, and affordable solution on the market.

Can't really put anything to the product. Perhaps a bit better Pardot/SF integration.