LiveChat is a website chat tool that enables agents to streamline their online customer support. The customizable chat window can be branded with your own logo and colors and implemented into multiple websites. LiveChat facilitates both active and passive chat, letting you send automatic greetings to online users inviting them to chat sessions.
Support is made easier during sessions by letting you share files, see what customers are typing before they hit send, and send pre-made responses. After a chat session customers are encouraged to grade your service and share praise on social media.
LiveChat’s agent console provides customer service reps with a visual representation of all chat, visitor, and agent activity. The tool helps to create, tag, and prioritize tickets. It also gives you a timeline of chat history with that user.
For managers, LiveChat offers detailed reporting tools showing graphs and stats on agent performance, customer satisfaction and the impact of chat on revenue. It also offers agent management features such as task creation and the ability to set working hours.Show more screenshots »
The team behind LiveChat is comprised of 60 professionals in the areas of customer support, app development and business. LiveChat has been on the market since 2002 and is currently used by over 15,000 customers.
LiveChat stands out in its detailed reporting and analytics capabilities. Aside from measuring KPIs such as customer satisfaction and resolution time, LiveChat also offers a dashboard that can be displayed on big screens in your office to display real-time stats on visitors, chat sessions, tickets and agents. Additional features such as pre-chat surveys and ticket management make LiveChat more than simply a chat widget.
LiveChat’s interface is fun and informal, offering plenty of color and an uncluttered layout. The color-coded circles surrounding each customer’s face indicating chat priority (i.e. green, red, grey) are a handy visual tool. Furthermore, the colorful graphs, charts, and stats give an easily-digestible, visual understanding of all chat activity.
You can sign up for a free 30 day trial of LiveChat via their website.
LiveChat is offered on 5 price plans - Starter: $16; Regular: $30; Team: $33; Enterprise: $50; Enterprise Plus: $149.
LiveChat is a recommendable chat solution for any website or eCommerce business in any industry looking for more than just a branded chat window. The solution is suited to startups and small businesses, as much as it is to larger companies.
The built-in ticketing system, reporting and agent management tools make LiveChat a good collaboration and performance management option for teams of support agents and their managers.