Logiciel de service client Premium pour le chat en direct et bureau d'aide
4.7/5 (427 avis)LiveChat est une solution de chat en ligne esthétique et simple qui permet aux agents de service client de contacter les clients directement sur leur site web. Quelques minutes seulement après leur inscription, les utilisateurs sont en mesure d'aider les visiteurs en ligne à trouver ce dont ils ont besoin avant de quitter le site.
LiveChat est livré avec :
- une fenêtre de chat sur le web
Facile à implémenter, personnaliser et requalifier. Fenêtre de chat d'une grande simplicité avec des modèles prêts à l'emploi. Compatible avec tous les navigateurs modernes.
- des applications d'agent simples à utiliser
LiveChat est disponible pour les agents utilisant un navigateur web, des applications dédiées pour Windows, Mac OS X et des appareils mobiles fonctionnant sous iOS et Android. Conçu spécifiquement pour fournir un service client de premier ordre.
- Analytics et reporting
Les rapports couvrent l'activité quotidienne de chaque agent. Cela inclut non seulement l'efficacité des invitations, le nombre de discussions et les informations sur le temps passé avec le client, mais aussi la satisfaction des clients ventilée par agent, groupe et équipe dans son ensemble. Des résumés quotidiens sont livrés directement dans la boîte aux lettres de l'utilisateur, le tableau de bord peut s'afficher sur le grand écran du bureau et un reporting à la demande vient compléter LiveChat pour offrir une solution parfaite aux entreprises basées sur les données.
Avantages
- Stable platform
- Ease of separation of groups
- Ease of integration
- Reports and tools (admittedly we export this into our own tool and don't use LC's)
- Security and custom rules
- Customization and branding
- Consistent improvements
- Support team is prompt and helpful
Inconvénients
- Some updates cause issues with set up and updates aren't announced very well
- Ticket system is 'meh' and we don't use it
- No send chat transcript by group, it's all or nothing
Thank you and really happy you like using LiveChat, we do our best to make it even better, every day!
Logiciel de service client Premium pour le chat en direct et bureau d'aide
I get instant connection to my customers with tons of features, customizations, and robust reporting.
Avantages
What I like most about LiveChat is it's reliability. When I began researching chat applications to recommend to a client for use in their recruiting efforts, I found a lot of options. I also found a lot of issues. Many of the applications I looked at were complicated and glitchy.
Then I found LiveChat. LiveChat just worked. It was solid application whether online or on my desktop and it handled chat conversations reliable while offering all the features I was looking for in a manned chat application. When I spoke with a representative from the company, I found out why.
LiveChat set out from the beginning to be a manned chat solution and to be the best in the business. I was kind of disappointed with this at the beginning, because I was hoping for a solution to handle both manned and bot style chats. LiveChat didn't have bots, but they were so far above every other manned chat platform, that I had to choose them.
Incidentally, they have developed a bot situation since I first signed up with them and it is just as robust. It's called botengine.ai and I highly recommend it. BotEngine integrates seamlessly with LiveChat and both applications work reliably with Facebook Messenger, Web Pages, Landing Pages, and more.
LiveChat offers tons of customization, professional looking interfaces, and robust reporting. I can easily use it on my desktop computer, my notebook, my tablet, or my phone. And just like I said before, it just works.
Inconvénients
If there was anything to dislike about LiveChat, it would be that it is resource-intensive on my iMac. This is a casualty of my business, though. I have to use a lot of memory-hog applications every day, so a lot of times I will enable LiveChat just on my mobile device or my notebook while I'm working at my desk. That way I can still respond to chats without slowing down my main machine.
Logiciel de service client Premium pour le chat en direct et bureau d'aide
We use LiveChat as a reservation / general information channel for our hostel. Because of this we're able to provide a more humane support and convert these people into actual reservations. Before using LiveChat we tried like 3-4 different tools which weren't (not even by a long shot) as reliable and effective as LiveChat is. My partner did not want to sign up for LiveChat because it was like 300 % more expensive than the ones that we've being using but the cost/benefit is totally worth it. We've had an increase of 400-500 % of actual reservations because of this tool.
Avantages
It's packed with powerful features, details about customers that let us deal with them in a better way. The integration with Facebook Messenger is pretty cool (even though it should allow us to click on the person and be taken to his profile). Archiving, tagging and searching couldn't be simpler. Super powerful features for international sites (we use 6 translations). There is no software like this on the market.
Inconvénients
My only complain is that there is no tool for a supervisor or sysadmin to check LiveChat without being logged as a user. There was a plan to do that (I even replied the form) but apparently they shelved.
Ohh, and that the app (for iOS) just deals with chats, not with tickets. I use heavily both features.
Hi Alexandre,
Thank you and really happy you like using LiveChat, we do our best to make it even better, every day!
If by chance, you had a moment to leave us a review at WordPress, it would help us even more deliver the best live chat experience to our WordPress users:
https://wordpress.org/support/plugin/wp-live-chat-software-for-wordpress/reviews/#new-post
Cheers,
LiveChat team
Logiciel de service client Premium pour le chat en direct et bureau d'aide
We love LiveChat here. It keeps our call volume and abandoned call volume down, but also allows us to complete every function that we can on a phone call. We can set up a service call, take a message for a supervisor, turn service on and off, etc. We can literally do everything that we do on the phone but add the convenience for our customers.
Avantages
This allows customers to reach out and discuss issues that they are having with their service, or to set up new service, without calling in. It helps our company to keep the abandoned calls down, while still providing quality service to our customers. It's also convenient for those customers that need to have a conversation with us but can not be on the phone because they are at work. It provides all of the functionality of calling into our call center in a more convenient package.
Inconvénients
If the customer has an internet hiccup during a conversation, it will drop the conversation - though it does save the history so that they are able to come back without having to repeat everything. I would not call this a major drawback. If a customer calls in, there is a chance that they will have bad cell service and drop the call as well, without the benefit of the chat history. This is not a flaw with the product itself, but more the platform that it draws from and I would say that the flaw is equal to that of phone calls without the added drawback of abandoned calls.
Logiciel de service client Premium pour le chat en direct et bureau d'aide
Helped us give a better appearance of being on top of the technical world. We did a get a few leads, but not enough for the time needed to maintain the platform for us to keep it. Great if you have a larger staff (staff of 19 with one person available), or if you are willing to invest in the bot and still have someone to maintain as half of their job. Or that is what I found.
Avantages
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.
Inconvénients
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
Logiciel de service client Premium pour le chat en direct et bureau d'aide
Voici quelques-unes des questions fréquentes sur LiveChat.
Types de licences disponibles pour LiveChat :
À partir de: 16,00 $US/mois
Type de licence: Abonnement
version d'essai gratuite: Disponible
Nous n'avons pas d'informations sur les fonctionnalités de LiveChat.
Utilisateurs habituels du logiciel LiveChat :
Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, Non Profit, Administration publique, PME
Langues dans lesquelles LiveChat est disponible :
arabe, chinois (simplifié), chinois (traditionnel), tchèque, danois, néerlandais, anglais, finnois, français, allemand, hébreu, hongrois, indonésien, irlandais, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois, thaï, turc, ukrainien
Types de licences disponibles pour LiveChat:
Abonnement
Appareils pris en charge par LiveChat :
Android, iPhone, iPad
Applications s'intégrant à LiveChat :
ActiveCampaign, Campaign Monitor, Cayzu, Logicbox, Talkdesk, Toonimo, VidGrid, Vision Helpdesk, Zendesk, amoCRM
Ressources d'aide disponibles pour LiveChat :
FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo
Around 5 years ago we began looking for a new LiveChat solution not only for our business, but the clients we represent who offer support of tens of thousands of end users each. Because of thi,s we needed a feature rich platform that integrated with our own internal tools but also was easy to integrate and configure on our client's websites. We looked at a number of different solution providers and LiveChat won our business with a stable platform, easy to integrate with, easy to separate out by customer and also was very budget friendly which is especially important in the outsourcing business.
By selecting LiveChat we were able to consolidate down from 3 separate LiveChat providers into one, streamlining both our workflows and our set up process.
Over the years LiveChat has continued to provide excellent support for their product and is constantly adding new features and tools that our team enjoys - chat agents, management, and developers alike. Whenever I have had an integration issue or a question about the product their support team has been extremely prompt and helpful in all of their support channels.
We are very pleased with our choice to move to LiveChat and look forward to continuing business with them for many years to come.