LiveChat

LiveChat review

Comments: We set up a live chat for our customer on his eshop. Quick setup within a few minutes and the customer also quickly adopted the livechat window.

Pros:

14 day free trial version Possibility to share the screen with the customer A huge number of features such as automatic replies, switching between operators, offline messages and more.

Cons:

After the 14-day free version expires, you need to purchase the paid version. For some, this can be off-putting.

Alternatives Considered: Tidio and Smartsupp

Reasons for Switching to LiveChat: The customer chose this software because he liked it the most and it best suited his e-shop needs.

Live chat is a feature that allows individuals to communicate with each other in real time

Comments: Convenience: Customers can communicate with businesses through live chat from any device with an internet connection, making it a convenient option for those who may not have access to a phone or who prefer to communicate digitally.

Pros:

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

Cons:

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.

Easy to use basic live chat

Comments: LiveChat was very easy to implement which meant that we were able to add an aditional customer service support channel very quickly. It also meant that we were able to identify customer issues more quickly and implement improvements to our order processing and fulfiment processes more efficiently as customers were able to provide feedback and engage with us in real time (as opposed to emailing and waiting for a response).

Pros:

The set up and integration to our website was very easy and we were able to get our live chat up and running quickly. The simple back end configuration meant that as we grew our team of customer service reps, it was very easy to add chat agents and configure them to the appropriate chat enquiries.

Cons:

The reporting on chat performance was fairly basic (response time, abandoned chat etc).

Great experience

Comments: my overall experience is wonderful I would recommend this to any company or organization that wants quality and standards

Pros:

I like that when communicating with customers u can hear them and they can hear u with any buffing and when ever we do meetings on the live chat its great experience

Cons:

I really don't have any thing that I can say that I like least about this software

Livechat is essential for our operations.

Comments: Livechat provides us with a simplified and low-resource cost way to engage our customers enquiries across multiple sales channels. Livechat ensure that our sales team is always a click away from potential customers.

Pros:

Livechat daily data summary notifications are crucial to having a snapshot idea of the day to day performance of my team , as regards responding to customers enquiries across our product mobile applications and every social media platform where we use Livechat , as our helpdesk solution. The data summary sent by Livechat provides information like the total number of chats our agents attended to over the past 24 hour period, the number of missed chats , percentage of satisfied and dis-satisfied customers etc

Cons:

There is no feature that I will like to see, that Livechat does not already provide. For myself and my team , I think we are happy with the quality that we have been able to extract from Livechat.