LiveChat Erfahrungen

LiveChat has been a staple of our business for many, many years. We continue to use this software on a daily basis to stay connected with our customers whether we are in the office or away. When in the office, we stay logged into LiveChat to easily chat with our customers to help them navigate our site or answer any questions they may have. When away, we utilize the software to allow our customers to message their questions. You have the option of setting all the notification settings tailored to your communication style with your customers. And, you can easily add, change or delete employee/users from your account. Additionally, you can set different levels of access based on these employees.

The price is a bit heftier then other competitors. Pricing is based on number of users to the account. Besides this, I have never experienced something I didn't like with the software.

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.

The Livechat team consistently delivers exceptional support, which has greatly enhanced our experience with the software. They promptly address any challenges we encounter and continuously provide valuable resources to optimize our usage of the Livechat platform. Moreover, the extensive range of high-quality features available to us sets Livechat apart from being just a helpdesk solution. Our utilization of Livechat has expanded beyond expectations, thanks to the outstanding features it offers.

The addition of a lifetime ban feature is highly necessary to effectively handle trolls. The current option to ban individuals for only a few weeks falls short when dealing with persistent trolls.

Visitor data is so very helpful for us. When a client has an issue while ordering, it helps us to know what browser they are using. It is also quite helpful for us to know where they are connecting from (country or state) as this can determine what kinds of services they need.

Also included with the visitor data are the IP, and the pages visited (and for how long they stayed on those pages). This lets us know about where the visitor decided to leave and what they were looking for...and if we feel the need, we can offer to chat with them (rather than waiting for them to start one with us).

LiveChat also makes a verbal announcement when we get a visitor to the site, informing us as to whether they are "new" or "returning" visitors. There is also a verbal announcement when someone initiates a chat ("incoming chat").

The ticket feature is also helpful. When the office is closed or if the technician is away from their desk, the clients can leave a message for us to follow-up later.

It would be very helpful if the visitor data were logged and saved for reporting purposes via LiveChat. This historical data might prove useful to us when making changes to our site.

It would be nice if the incoming chat would also pop-up a separate window. Sometimes I have my volume down or off when I am on the phone and I've almost missed chats that way.

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

Livechat is a good option, they also offer ticket system, apps as Knowledge Base that can have internal or public knowledge base that can be shared with clients. User interface is really easy to use, no need for training, very intuitive.

Too slow, if your demand is high, and you have more than 200 clients waiting on queue the system can get stuck, if you have less clients it should be ok to use.

1. Real-time Communication: Live chat software provides real-time communication between team members, allowing for quick and efficient communication.2. Accessibility: Live chat software can be accessed from anywhere with an internet connection, making it easy for remote team members to stay connected with the rest of the team.3. Notification System: Live chat software typically has a notification system that alerts team members when new messages are received. This feature ensures that team members do not miss important messages.4. Collaboration: Live chat software can be used for collaboration, allowing team members to share files, links, and other resources in real-time.5. Searchable Chat History: Live chat software typically has a searchable chat history, making it easy to find previous conversations and information.

1. Distractions: Live chat software can be a distraction for some team members, especially those who are easily distracted by notifications and messages.2. Security: Live chat software may pose security risks if sensitive information is discussed over the platform without proper encryption and security measures.3. Miscommunication: Live chat software may lead to miscommunication or misunderstandings if team members misinterpret messages or tone.4. Lack of Face-to-Face Interaction: Live chat software does not provide face-to-face interaction, which can be important for building relationships and understanding tone.5. Overreliance: Overreliance on live chat software can lead to a lack of in-person communication, which may hinder team bonding and creativity.

Apps. Many other live chat options do not include apps, especially not ones that work across both Android, Apple, Mac, and PC. It’s handy in case you are not in front of a computer or have to go from a Mac to a PC, then you have access on both. The fact that multiple agents can use the program (though only one at a time per license!) is very important. Many other live chat programs allow only one per person. This adds up quickly when you have more than one agent. The ability to change the website widget from a chat to a form is great on weekends or after business hours. This allows customers to be able to contact you without having to wait for business hours.

The only slight con is the cost of the product, but this is offset by the ability for multiple agents to use one license, as long as only one is logged on at a time. To do the same with other programs, you would have to purchase more than one license. So, the cost is justified, but there is still the initial sticker-shock. If the price were a little bit lower, we would be able to purchase two licenses and have two people on at the same time. However, the ability to have more than one person use the license makes it seem like we have loads of agents on at the same time. We did experience one or two bugs, but the tech support was able to fix them quickly so that we were back online within minutes.

Very easy to use. Highly editable. Support has been FANTASTIC. We changed owners and needed to switch things over, they were so helpful in guidance. Great response on our website.

How it had to be constantly watched.

I wish it could do some of the following.
Integrate with messaging app (like iMessage)
We would have loved to have multiple people use this for Sales and Service but it was so expensive to have one more license. It would be nice if there were levels, least expensive one license, next level 5-10 and so on.

Options for small businesses to help support them, we only have on person who can barely watch the program(which is why we have discontinued it's use at this time). When that person is constantly watching it great results when they are not, it's barely worth the money we are spending.

Would be neat to see if it could integrate with Apple Business Messages

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.

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.

I have used Livechat for over eighteen months and I get impressed by the sheer quality of this program. From the interface,which is among the most intuitive of any software solution I use as work ,to its customer support which is available to resolve our needs within seconds of getting on their website.
Livechat also has a broad array of features which will improve any customer service department. Among these large library of feature on Livechat ,I particularly love the sneak-peek feature.The sneak-peek feature let me see what a web visitor is typing even before it is sent and I have had a few visitors try to ask me how I seem to know what they are typing; I tell them it is Magic.

Livechat needs to broaden the functionality of its mobile app. At the moment,it only allows for it to be used to chat with web visitors and nothing more.

chat is instant, fast reply and appropriate geo-location.

Ticket system is really need "good modern interface" updation. Customization options are not available for ticket system. Need to work hard on ticketing seriously, comparing to helpdesk, desk.com or groove

Live Chat is super easy to use and our reps have no complaints. We have had a great experience with our customers as well and implementing it onto our website. Customers can easily speak to a real person through chat and get a fast response. We can see what customers are typing so we can prepare to answer quickly and with enough time to provide the best answer.

I do not like the stock photos included. It's not a big deal since we use real photos of our staff, but for those who want to use a stock photo - many of them look too fake and almost uninviting. Not a huge deal breaker obviously, as the product itself is great, but in case you have to use this feature.

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.