LiveChat HelpDesk

What differentiates LiveChat HelpDesk from other similar products?

Livechat has enabled my team to reach out and engage with customers wherever they are. Asides from engaging customers on website and mobile app, we have been able to engage them on third party programs like Zoom, Facebook messenger, text messaging, Instagram , Apple messenger for Business and even on X ( Twitter ). This for me , keeps Livechat ahead of the competition , while providing customers with a variety of options through which they can engage with our brand .

What is your favorite aspect of this product?

I love that customers can begin a chat with us on our website and mobile app and leave the chat to do other things. Every time this has happened, the next available agent is able to turn the chat into an email thread where -in they respond to the customers query and the customer gets an email showing the agents response. The customer can simply continue the conversation by just responding to the email . While this may seem basic, it has been a reliable way to follow-up with uncompleted chat conversations with customers.

What do you dislike most about this product?

I just cannot come to terms with criticizing Livechat. For me , for every lapse that I have been able to identify on Livechat, there is a panacea for them via one or more of the over two hundred integrations which Livechat has with third party software programs.

What recommendations would you give to someone considering this product?

I will tell them to take advantage of the weekly Livechat newsletters. These newsletter always contain gems that has helped I and my team to understand and identify newer ways to use Livechat.

What differentiates LiveChat HelpDesk from other similar products?

There is an avalanche of features and capabilities present on Livechat, that are simply not present on leading software alternatives that I know. I can also attest to Livechats broad integration prowess , which allows teams to integrate Livechat with some of the most important software they use in their day to day workflow.

What is your favorite aspect of this product?

I love its chatbot feature and how easy it is for anyone within my team, to create, set it up, modify and continuously customize the chatbot without needing to write any form of programming code. This simplicity of use is what I have most loved about my Livechat experience.

What do you dislike most about this product?

As strong as Livechat is , in the areas of capabilities and functionalities, it is not fullproof in the area of customer self service management. It lacks a wiki feature and a customer facing FAQ capability, amongst other things .

What recommendations would you give to someone considering this product?

As far as I know, I think Livechat still offers the best capability of any customer service help desk program that I have had experience using. For this reason, I will easily recommend it to teams and organizations.

What differentiates LiveChat HelpDesk from other similar products?

Automation on Livechat has consistently been improved upon over the years and I think it has gotten to a stage, where it is easily the most loveable aspect of my Livechat experience. An example of Livechat bringing automation into interaction with our customers is with its intelligence AI feature, This feature automatically helps my team identify spelling errors, suggest canned responses to customer questions, and even summarize key points from chat conversations between customers and our sales chat agents. This has helped to improve the overall quality of responses that we give to customer queries and enquiries.

What is your favorite aspect of this product?

Livechat's smooth connection with critical third party communication channels like Whatsapp, Facebook messenger, Apple messenger and even Telegram, has allowed customers to be able to reach our sales team from wherever they are present, without first visiting our website.

What do you dislike most about this product?

Livechat gets so much right, that it's tedious identifying a potential weakness or a room for improvement. However, I think the absence of self service and knowledge management provisions for our customers is a gaping hole, that Livechat should address.

What recommendations would you give to someone considering this product?

Livechat is a key cornerstone in my team's goal of continuously making our customers satisfied.