LiveChat

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.

Avantages

What I like most about Live chat is having someone on the other end ready to help and assist with any questions. Sometimes your not able to get up from your work area and quickly chatting is super convenient.

Inconvénients

What I least about live chat is the weekends. Someone may not be available to chat as quickly as someone would be during the week Monday-Friday. I know how it can be but sometimes calling in takes even longer.

Avantages

In out business (travel) it is a very handy tool. We can see where browsers are coming from and what they are interested in. It allows us to answer their questions very quickly thereby providing an efficient service.

Inconvénients

One feature I would suggest is a window where guests can put their email address and other contact information.

Avantages

It's super user friendly & a great way to connect with customers & potential customers. I love how you can see who's currently browsing the website & you can actually start a chat with people who are currently browsing. You don't have to wait for someone to start the chat with you. The hashtag shortcuts are also really great & make it fast & easy to respond

Inconvénients

There aren't a lot of themes to choose from. They're very basic. So from a visual standpoint, the chat box doesn't have a unique look. A blessing & a curse is that you can see what people are typing before they send it. So sometimes I respond before they can even ask me, or they'll delete their message half way through and I'll already respond.

Avantages

Livechat has provided a really useful platform for us to get started with livechat provision on our site.

The chat interface itself is easy for agents to use. It is also inexpensive compared with other similar platforms.

Inconvénients

There are some important features missing or lacking. Spell check within the livechat itself is crucial for agents to ensure we are always putting our 'best foot forward', while trying to respond quickly to visitors. The automated greetings are great but lack the ability to set logic within the conditions, meaning I don't have quite the level of control I would like over the greetings.
The CRM integration has also been difficult to implement, and hasn't worked well for all our agents. Which has caused some issues with manual data entry and some lost data. This integration is crucial to our workflow.
The customer service has, overtime, become much more automated and it has therefore taken me longer and been more frustrating to get solutions to issue that I have come up against. While the platform itself has improved in functionality through the time i've been using it, I find the customer support has become less helpful and personal.