LiveChat Review

LiveChat is one of the best live chat software on the market that helps turn support teams into customer service savants. The platform provides you with the tools and the know-how to build client experiences that promote your brand. It helps you turn visits into sales and customers into fans.

In the era of online services, communication with customers has to be rapid yet personalized to grab their attention and win them over.

Live chat support is an easy and convenient way to achieve that.

At the forefront of this new wave is a platform so synonymous with the technology, the brand is named after it—LiveChat.

With incredible features, a customer-focused approach, and numerous positive LiveChat reviews by users, this software could be the answer to your prayers.

Check out this LiveChat review to see whether this preeminent online support tool is the right solution for your business.

What Is LiveChat?
LiveChat is an online customer service software with online chat, helpdesk, and web analytics capabilities.

The LiveChat app enables website visitors to get in touch with support agents in a matter of seconds—a solution tailor-made for ecommerce and customer care.

Interface
LiveChat is impeccably designed for maximum functionality and simplicity.

The interface is clean, slick, and intuitive in every regard. Chats, tickets, reports, settings—all are placed conveniently on the left side of the screen for easy reading and navigation.

LiveChat Features
The large number of features the software offers is a common point of praise in LiveChat reviews. Here, we give you an overview of only the most notable ones.

Chat Console
LiveChat has a slick and intuitive chat console. Its attractive and modern widgets come with good customization options to align the console with your brand and make it look as enticing as possible for your live chat web visitors.

Shortcuts
You can make chatting a lot quicker with the LiveChat Shortcuts.

They make your job much easier, allowing you to quickly jump between chats and open different parts of the app.

Canned Responses
If you often receive the same questions, canned responses are a great way to manage that. They can save you both time and keystrokes.

With LiveChat Canned Responses, you only have to type the answer once, save it, and reuse it in chats and tickets whenever you need it.

Offline Mode
LiveChat recently launched an offline Messaging Mode. It’s similar to apps like WhatsApp and Facebook Messenger and allows owners and admins to send and receive texts offline.

This LiveChat support feature also allows you to send messages to customers after they’ve left your website so they can read them and reply if/when they return to the website or via email. Visitors can also start a chat while the agents are offline.

Team Management
You can optimize the work of your team by creating several agent accounts and dividing employees into groups with a more narrow focus.

You can even enable Chat Supervision to oversee their work and help out when needed.

This feature also allows you to assign roles and privileges within your team (Owner, Admin, or Agent) and oversee when your agents accept chats with the Work Scheduler.

Chat Tools
LiveChat has all the best tools to make sure you can provide excellent customer support. Message Sneak-Peek makes everything your LiveChat customers are typing visible to you before they send it over.

You can search for an answer and respond in seconds.

Chat Tags keep track of every conversation so that you can understand the context and know-how to help.

Rich Messages are responses that are more personal, intuitive, and appealing than standard texts.

Analytics
LiveChat Inc provides a general overview or in-depth data about chat and agent activity, depending on the plan.

The platform collects tons of analytics that can be exported into six district reports, each revealing a unique insight.

Chat Reports include data like total chats, missed conversations, customer satisfaction, and engagement. You can create custom reports daily, weekly, or monthly to see what adjustments you need to make.

You could also go more granular and generate Agent Reports to monitor your employees’ performance. Track your agents’ efficiency analytics or Ticket Reports to help streamline your email support and solve problems case by case.

LiveChat Integrations
LiveChat has over 170 integrations, all built to improve your workflow by connecting the software with other useful apps.

It also lets you create a personalized hub to manage all your customer interactions.

Some of the primary integrations include Slack, which routes all LiveChat conversations to Slack channels for seamless communication; Chat Translator to communicate with clients in over 100 languages; and SnapCall—a smart voice solution that allows agents to call customers right from the chat.