Many businesses have trouble keeping up with customer questions, leading to slow responses and unhappy customers. This can result in lost sales and bad reviews.
Without the right tools, it’s hard to respond quickly, especially when customers reach out through different channels like email, social media, or live chat. This can leave customers frustrated and lead to missed opportunities.
LiveChat helps you answer questions in real-time, making it easy to connect with customers. With features like customizable chat windows, team management, and e-commerce integration, LiveChat improves customer support and boosts sales. In this review, we’ll look at how LiveChat can help your business grow.
| About | Details |
|---|---|
| Company Name | Text (text.com) |
| Product Name | LiveChat |
| Founded | 2002 |
| Headquarters | Wroclaw, Poland |
| Employees | 200+ |
| Number of Customers | 37,000+ businesses worldwide |
| Industry | Customer Service, SaaS |
| Key Features | Live chat, customizable chat widget, team management, e-commerce integrations, analytics, security features |
| Integrations | Shopify, WooCommerce, BigCommerce, Salesforce, Zendesk, and more |
| Mobile App | Available for iOS & Android |
| Security | 256-bit SSL encryption, Google authentication, spam protection |
| Pricing | Starts at $20/month (for the Starter plan) |
LiveChat Overview
LiveChat is a customer service tool founded in 2002. It helps businesses connect with their customers in real-time through live chat. Since its launch, the company has grown and now serves over 37,000+ businesses worldwide.
LiveChat makes it easy for teams to chat with customers on websites, offering a simple interface and powerful features like chat customization, team management, and e-commerce integration.
The platform is used by companies of all sizes, from small businesses to big brands, across various industries. In fact, LiveChat has been shown to increase sales by 20% and boost customer satisfaction by 30%.
With more than 20 years in the market, LiveChat has become a trusted tool for businesses looking to improve customer service and increase engagement.
How to Use LiveChat
LiveChat is a simple tool that lets you chat with visitors on your website in real-time. It’s great for answering questions, providing support, or even making sales. Setting it up on your WordPress site is easy and only takes a few steps. Here’s how you can get started.
Step 1: Go to the LiveChat website, sign up for an account, and create your profile to get started.
Step 2: In your WordPress dashboard, go to Plugins > Add New, search for “LiveChat,” click Install Now, and then Activate.
Step 3: Go to LiveChat > Settings in your WordPress dashboard, and enter your LiveChat account details to connect it to your site.
Step 4: In the settings, you can adjust how the chat widget looks, like its color, position, and greeting message.
Step 5: Once the setup is complete, the LiveChat widget will show up on your website, and you can start chatting with visitors.
Features of LiveChat
Chat Tools
LiveChat comes with an amazing number of chat tools that allow businesses to effectively communicate with their users.
Livechat’s chat tools include features like Message Sneak Peak, Canned response, Chat tags, File sharing, Chat archives, Notifications, Chat transfer, and others.
These tools help the user to easily communicate with the customer instantly and also if one person is engaged with a customer then he can transfer the chat to another person ensuring that no chat remains answered.
Messaging channels
The Messaging Channel feature in LiveChat lets businesses communicate with customers through messaging apps like Facebook Messenger, WhatsApp, or other popular platforms.
You can also create your own chat widget with LiveChat and the best part is that you can create a live chat widget for as many sites with just one LiveChat license.
For Apple users, it also has the feature to communicate through Apple messages for business. you can display product cards, carousels, rich messages, etc to increase your average order value.
The Messaging Channel feature is designed to streamline communication, making it easier to provide support and engage with customers wherever they are.
Report and Analytics
Reports and data help track things like sales, products sold, new customers, and customers who left. They make it easy to spot past mistakes and improve. With detailed reports, you can check your own performance and see how your team is doing.
LiveChat provides reports on sales, abandoned carts, chat history, data summaries, and agent performance. This helps you analyze past work and make better decisions based on new demands.
Chat widget customization
LiveChat allows you to customize the chat widget to match your website’s design and improve user experience. You can change the colors, position, and chat button style to fit your brand. There’s also an option to add a custom welcome message, making visitors more likely to start a conversation.
Businesses that personalize their chat widgets see better engagement. According to LiveChat, websites with a customized chat widget experience up to 40% higher chat engagement rates. Also, adding a welcome message can increase chat interactions by 25%.
You can set the theme of the page, add the agent’s profile to give it a human touch, and reply instantly with chat boosters, and that too in 45+ languages.
Data security
Data breaches can be a big risk to your business. But with LiveChat, every connection is protected by 256-bit SSL encryption, keeping both agent and customer data safe.
You can also control who logs in by restricting access to certain IP addresses, ensuring your team only uses secure devices.
Spam can be annoying and slow down work. LiveChat’s spam protection lets your team block spam messages and ban users who keep sending unwanted messages.
For extra security, you can enable Google authentication. Agents can log in using their Google accounts or enter a secure code sent by Google. This makes sure only authorized team members access the chat.
Team management
The team management feature in LiveChat helps you organize your team, track performance, and assign roles easily. You can create agent profiles with their photo, name, and job title to make interactions more personal.
You can set up different teams, like sales, support, and marketing, and add the right members to each one. This keeps things organized and makes sure chats go to the right people.
The agent priority feature lets you assign backup agents who will only get chats if no one else is available. You can also set roles, deciding who is the owner, team leader, or agent for each department.
Sales and E-commerce
With e-commerce integration, you can connect your store with over 200 platforms, including Shopify, WooCommerce, and BigCommerce. This makes it easy to manage your store and increase sales.
You can sync your store with LiveChat and show product cards to customers during chats. This helps them see products directly in the chat, making shopping easier and more interactive.
LiveChat Pricing
I suggest you check out the Business plan—it’s one of the best options at just $59 per month if you pay annually. This plan offers a great mix of features and value. You’ll get useful tools like work scheduling, staffing predictions, and on-demand reporting, which are key for managing a busy customer service team.
Plus, it includes SMS and Apple Messages for Business, letting you reach customers on the channels they prefer. It’s a solid choice for businesses looking to boost customer support and efficiency.
LiveChat Affiliate Program
LiveChat offers an affiliate program that allows you to earn commissions by referring new customers to their platform. The program is simple and a great way to make money by promoting a product you believe in.
| Feature | Details |
|---|---|
| Commission rate | 20% recurring |
| Commission duration | Up to 12 months |
| Payment threshold | $50 |
| Cookie duration | 120 days |
| Payment methods | PayPal |
Other Product
LiveChat is one of several products offered by ChatBot.com, a company that provides a range of tools designed to help businesses improve customer service and engagement. Below is an overview of each product:
ChatBot
ChatBot is an AI-driven tool that helps businesses automate customer support by using chatbots. It allows you to create and deploy chatbots that can handle common customer queries, reducing the need for human agents.
It integrates seamlessly with LiveChat and other platforms, providing a smooth customer experience across multiple channels.
HelpDesk
HelpDesk is a ticketing system designed for businesses to manage customer support requests. It helps teams track, prioritize, and resolve customer issues efficiently.
HelpDesk includes features like email integration, team collaboration, and task management, allowing businesses to streamline their support process and offer better service.
KnowledgeBase
KnowledgeBase is a platform that enables businesses to create and manage self-service support resources. It allows companies to build an organized knowledge base where customers can find answers to their questions anytime.
With easy-to-create articles, FAQs, and guides, KnowledgeBase helps reduce support workload and improves customer experience by providing instant solutions.
OpenWidget
OpenWidget is a tool that enhances customer service by offering a smart, customizable widget. This widget can be used for live chat, surveys, and even guiding customers to self-service options like the knowledge base.
OpenWidget helps businesses engage with visitors more effectively and provides insights into customer interactions to improve service quality.
These tools are all designed to help businesses improve their customer service by providing various ways to communicate and assist customers. LiveChat is a key product among them, offering a direct and easy way to engage with customers in real time.
Alternatives
You’re looking for LiveChat alternatives! Here are some of the top contenders, keeping in mind your preferences for concise and informative content with a professional tone:
| Product | Launch Date | Starting Price | Headquarters |
|---|---|---|---|
| Intercom | 2011 | $39/month | San Francisco, USA |
| Zendesk Chat | 2010 | $14/month | San Francisco, USA |
| Tidio | 2016 | Free (Paid plans from $18/month) | Gdynia, Poland |
| HubSpot Live Chat | 2016 | Free (Paid plans from $50/month) | Cambridge, USA |
| Freshchat | 2016 | $15/month | San Mateo, USA |
Intercom
Known for its robust platform and focus on customer engagement, Intercom offers features like chatbots, targeted messages, and a shared inbox for multi-channel support. It’s a strong choice for businesses prioritizing proactive engagement and sales.
Zendesk Chat
A well-established player in the customer service space, Zendesk Chat provides a reliable live chat solution with features like customizable branding, pre-chat forms, and analytics. It integrates seamlessly with other Zendesk products.
Tidio
This platform stands out for its user-friendly interface and affordability. Tidio offers live chat, chatbots, and a free plan with basic features. It’s a good option for small businesses or those on a budget.
HubSpot Live Chat
Integrated within the HubSpot CRM, HubSpot Live Chat offers free live chat, chatbots, and team email features. It’s ideal for businesses already using HubSpot or looking for a CRM-centric solution.
Freshchat
From the Freshworks suite, Freshchat provides a modern live chat experience with features like co-browsing, AI-powered chatbots, and advanced analytics. It’s suitable for businesses seeking a comprehensive customer engagement platform.
FAQs
Which LiveChat tool is the best?
There are various LiveChat tools available like Tidio, which is free to use but offers fewer features than LiveChat. So if you can spend you should go for LiveChat.
How to add LiveChat to your website?
You can follow this method to add a LiveChat plugin to your website.
Go to the Plugins section in WordPress. Click on Add new. Search for LiveChat, then click on install and activate.
Is LiveChat free to use?
LiveChat is a paid WordPress plugin for which you have to pay monthly. However, you can try it for free for 14 days.
How LiveChat manage chats and provide after-hour support?
LiveChat is built to handle numerous chats at once. It also offers capabilities like chat routing and agent availability options to accommodate peak and after-hours conditions.
Can I send out proactive chat invitations to website visitors?
Yes, LiveChat enables you to track website visitors in real time and send proactive chat invitations to engage them as needed.
What types of reporting and analytics can LiveChat offer?
LiveChat offers a variety of reports and analytics, including information about queued visitors, queue waiting periods, chat availability, goals met, pre-chat and post-chat survey data, and queue abandonment rates.
How do I include LiveChat on my website?
LiveChat provides a free 14-day trial. After signing up, you will receive a tracking code to insert into your website’s HTML files. You may get full instructions from their Help Center.
Is technical expertise required to set up LiveChat?
No extensive technical abilities are necessary to use LiveChat. The technique entails adding a code snippet to your website and connecting to your web server for upload.
Can I utilize LiveChat across many websites?
Yes, your LiveChat subscription usually allows you to install chat buttons on any number of pages, websites, and domains, however, the number of operator profiles may be limited by your plan.
Conclusion
LiveChat is a great tool for businesses looking to improve customer support and boost sales. With its easy-to-use features like real-time chat, team management, and e-commerce integration, it helps businesses connect with customers quickly and effectively.
The ability to customize the chat widget, track performance, and ensure security makes it a reliable choice. Whether you’re a small business or a large company, LiveChat can help you provide better service and keep customers happy.