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LiveChat Software Review


ConsumersAdvocate.org Rating: 4.5 / 5 (Excellent)
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Founded in 2002 and based in Massachusetts, LiveChat, Inc. offers dedicated e-commerce and customer care solutions that allows visitors to live chat with customer support. The company has generally positive online feedback and is rated A+ with the BBB.
 
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How is LiveChat, Inc. rated?

Breakdown

4.5/5
Cost
4.5/5
Features
4.5/5
Support

Overall Rating: 4.5 / 5 (Excellent)

LiveChat is a great option for live chat services. It's reporting and administrative control features are some of the best in the marketplace, as well as its ability to integrate with other third party apps and software. LiveChat also has a 30-day free trial and a reasonable pricing structure. Some standout features include chat window themes, ability to embed company logos, messages and labels, CSS customization, and social media buttons.

LiveChat, Inc. Chat/Messaging Channels

Cost - 4.5 / 5

LiveChat functions on desktop and mobile platforms. Chats can be held over Facebook Messenger, popup chat window, or direct chat link. The service is also able to integrate with some of the most popular third-party tools companies may already be using. These include Google Analytics, Facebook, Salesforce, Mailchimp, and Dropbox.
Platforms
Desktop
Mobile
Digital Channels Available
Facebook Messenger
In-App

LiveChat, Inc. AI and Bot Capabilities

Features - 4.5 / 5

LiveChat uses AI's learning abilities to streamline the process for agents using its services. The service uses ai to offer smart tag suggestions during chats. Tagged chats allows users to categorize conversations and access them later on. This is especially relevant when they have multiple chats happening at once, which is more than often the case.  LiveChat's AI component suggests tags automatically and learns to be more accurate as it goes. In order to start the process it will first need 100 tagged chats as an example. But once up and running it can become a time saving tool that allows customers to get quicker and more accurate answers. 
Chatbot Enabled
Yes
Simple AI Features
Customer Routing
Advanced AI Features
Automate Business Practices
Organize Conversations
Clone Interactions
API

LiveChat, Inc. Reporting

Support - 4.5 / 5

LiveChat offers a very robust suite of reporting features for customer information as well as agent performance. Administrators can see chat ratings and rating comments, ticket ratings, post chat surveys, and satisfaction stats. What's more management features enable supervisors to assign agent groups and roles, supervise chats, schedule work, and set chat limits.
Customizable Reports
Yes

Reporting Features

  • Number of Conversations
  • Conversation Lengths
  • Agent Performance Details
  • Customer Satisfaction with Interaction

Data Reporting

  • Conversion Rates
  • Average Order Value
  • Volume

LiveChat, Inc. Security

Security - 4.5 / 5

Every LiveChat connection is encrypted with 256bit SSL protocol, so the exchanges are always secure. The company also employs sensitive information masking, 2-step verification, and access restriction. Additionally, since LiveChat is headquartered in Europe their data is further protected by the Data Protection Directive and the e-Privacy Directive.
Security Features
256bit SSL Protocol
Credit Card Masking
Data Protection Directive
e-Privacy Directive
Access Restriction
2-Step Verification

LiveChat, Inc. Pricing

Pricing - 4.5 / 5

LiveChat offers four competitively prices plans that increase in features according to business size and needs. All prices here are quoted for annual subscriptions. Month-to-month billing will be slightly higher, so please consult LiveChat's website for a quote. All prices are per seat per month. LiveChat's Starter package is $16 a month per agent. the Team package $33 a month per agent; the Business package $50 a month per agent. there is also an Enterprise plan that is priced according to the unique needs of the purchaser.
Pricing Model
By User

Company Profile

Full Name
LiveChat Software
Company Website
https://www.livechatinc.com
Headquarters
1 International Pl Ste 1400, Boston, MA, 02110

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Top Rated
Our Partner
  • 14-day free trial
  • Provides chat on desktop and mobile websites
  • Reports number of conversations, origination, duration, response times, and staffing prediction
  • BotEngine product allows businesses to create bots
  • Simple interface to easily customize the look and feel of the chat window
  • Pricing starts at $16/agent/month when billed annually
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