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LiveChat

Composite Score

8.5 /10

CX Score

8.6 /10

146 Reviews Write a Review

Claim Software

What is LiveChat?

LiveChat turns support teams into customer service rockstars. Customers love answers to their questions coming within seconds. Win hearts of customers with amazing customer service using LiveChat. LiveChat combines AI efficiency with human expertise. Let AI resolve most queries automatically so your team can focus on top-tier clients.

Company Details

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Awards & Recognition

LiveChat won the following awards in the Chatbots category

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0 Top Rated Capabilities

1 Top Rated Features

2023

0 Top Rated Capabilities

1 Top Rated Features

2022

LiveChat Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on LiveChat.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

84 Likeliness to Recommend

93 Plan to Renew

1
Since last award

81 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+86 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love LiveChat?

6% Negative

6% Neutral

88% Positive

Pros

Continually Improving Product
Enables Productivity
Saves Time
Respectful

Feature Ratings

Average 81

Voice or Text Input

Leads Generation

Multi-channel

Knowledgebase

Workflow Processing

Personalized Service

Translation

Application Programming Interface

Integration With CRM

Learning and Adaptability

Scheduled Availability

Vendor Capability Ratings

Average 80

Quality of Features

Ease of Implementation

Breadth of Features

Usability and Intuitiveness

Ease of Customization

Ease of IT Administration

Ease of Data Integration

Business Value Created

Vendor Support

Product Strategy and Rate of Improvement

Availability and Quality of Training

LiveChat Reviews

Role: Information Technology
Industry: Education
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Dec 2020

Simple and easy to use but very basic

Likeliness to Recommend

6 /10

Pros

Performance Enhancing
Enables Productivity
Efficient Service
Effective Service

Cons

Less Reliable
Commodity Features
Less Generous

Role: Information Technology
Industry: Insurance
Involvement: Initial Implementation

Validated Review

Anonymous Reviewer

Submitted Mar 2021

Good to have

Likeliness to Recommend

9 /10

Pros

Caring
Respectful
Helps Innovate
Continually Improving Product

Naveen G.

Role: Information Technology
Industry: Healthcare
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Dec 2020

Fantastic product, great features and support

Likeliness to Recommend

8 /10

What differentiates LiveChat from other similar products?

Good product support

What is your favorite aspect of this product?

User interface

What do you dislike most about this product?

Nothing in particular

What recommendations would you give to someone considering this product?

Great product, integrates easily with other applications

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

LiveChat

What is LiveChat?

Company Details

Need Assistance?

Awards & Recognition

LiveChat Ratings

84 Likeliness to Recommend

93 Plan to Renew

1 Since last award

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+86 Net Emotional Footprint

How much do users love LiveChat?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Voice or Text Input Chatbot interaction through audible (voice) or text (keyboard) input.

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Multi-channel Supports live chat, mobile app, powerbot and messenger

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Translation Supports automatic translate to multiple languages.

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

LiveChat Reviews

Simple and easy to use but very basic

Likeliness to Recommend

Pros

Cons

Good to have

Likeliness to Recommend

Pros

Naveen G.

Fantastic product, great features and support

Likeliness to Recommend

Pros

Most Popular LiveChat Comparisons

Intercom

Tidio

Dialogflow

Drift Conversation Cloud

Manychat

Freshchat

1
Since last award

Feature Ratings

Voice or Text Input

Leads Generation

Multi-channel

Knowledgebase

Workflow Processing

Personalized Service

Translation

Application Programming Interface

Integration With CRM

Learning and Adaptability

Scheduled Availability

Vendor Capability Ratings

Quality of Features

Ease of Implementation

Breadth of Features

Usability and Intuitiveness

Ease of Customization

Ease of IT Administration

Ease of Data Integration

Business Value Created

Vendor Support

Product Strategy and Rate of Improvement

Availability and Quality of Training