LiveChat Erfahrungen

Quick response times: Live chat allows businesses to quickly respond to customer inquiries, helping to resolve issues and improve the customer experience

There are several potential drawbacks to using live chat as a customer service or support tool: Limited hours of operation: Live chat may not be available 24/7, which means that customers may not be able to get help when they need it. Limited ability to handle complex issues: Live chat is generally best suited for handling simple, straightforward questions or issues. More complex or technical problems may be better suited for phone or email support. Limited ability to handle multiple customers at once: Live chat agents can typically only handle one conversation at a time, which means that customers may have to wait for a response if the agent is busy with another customer. Limited ability to handle non-text based communication: Live chat is a text-based communication channel, which means that it may not be suitable for customers who have difficulty reading or writing, or for handling visual or audio-based issues. Potential for misunderstandings: Live chat conversations can be more prone to misunderstandings than other forms of communication, as there is no visual or auditory context to help convey meaning. This can lead to frustration for both customers and support staff.

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.

Easy to set up. Integrates well and is a fair price.

Could be a it cheaper. Could be a bit cheaper. Not in Canadian dollars.

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.

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.

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.

Livechat offers an array of exclusive chat tools such as message sneak-peek, eye catchers, and targeted messaging for our customer engagement activities with our app users. It also brings together our preferred messaging apps under a single platform by integrating them with Livechat, thus enabling customers to initiate engagement with us through their preferred messaging app. A further result of Livechat's vast integration capability, we are able to elevate a chat conversation with a customer or sales prospect to a voice or video call for efficient sales engagement.

When it comes to helpdesk solutions, I would consider Livechat to be an essential software. It has not only met our business expectations but also exceeded them, in my opinion.

This software took some time to get set up. We started with Chatbot and only after implementation did we realize we needed Live Chat addition subscription to be able to interact with customers live. Then for the full ticketing features we wanted, we also added on Help Desk. The software does what we want but the total price added up to more than we initially expected. So far it's been great for our rapidly growing company. The story for the Chatbot is a work in progress. However, we believe we are able to provide a higher level of service to our customers who are all around the world. One of my favorite features is being able to train the bot and see exactly what FAQs the customer are asking. Another feature we love is interacting with our customers in real time and not making them wait on an email reply. It's also great that we can assign tickets directly to the person who can solve their problem reducing overall response time to the customer.

We started with Chatbot and only after implementation did we realize we needed Live Chat additional subscription to be able to interact with customers live. Then for the full ticketing features we wanted, we also added on Help Desk. The software does what we want but the total price added up to more than we initially expected.

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.

Livechat connects with a variety of messaging channels, which has ensured that we are able to reach our customers wherever they are . At this moment, we are successfully reaching our customers on other platforms asides our website and mobile application , including on our Facebook page, through sms communication and even through the popular Whatsapp messaging platform.

When it comes to engaging with customers through chat, Livechat does an excellent job for me and my team. We have yet to identify any flaws with this exceptional helpdesk tool. It has proven to be a reliable and efficient way to communicate with our customers.

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.