I like that LiveChat turns customer support into a revenue-driving function by enabling real-time interaction and improving response time. I appreciate how well LiveChat balances automation with human interaction. The analytics and real-time support really work together effectively. Review collected by and hosted on G2.com.

I find advanced customization and workflow flexibility areas where LiveChat could improve. I need better skill-based routing, role-based dashboards, advanced filtering, and easier API configuration with templates. Review collected by and hosted on G2.com.

The platform is fast, stable, and easy to use. The chat widget is responsive, works well on all devices, and looks professional. Features like canned responses, chat routing, and real-time visitor tracking make agent workflows efficient. Integrations with CRMs and platforms like Shopify are reliable and straightforward. No unnecessary complexity — just a solid live chat tool that does its job well. Review collected by and hosted on G2.com.

The pricing is relatively high compared to competitors offering similar features. Some useful automation capabilities require using a separate product (ChatBot), which adds extra cost and setup. It also lacks built-in email/ticketing support, so it’s not ideal as a full helpdesk solution. Reporting is decent but could offer more customization. Review collected by and hosted on G2.com.

I really like that with LiveChat, we can tag the customer. This feature, along with the real-time chats, is very helpful in quickly resolving issues and answering customer questions. It's also easy to set up, though some staff training is necessary. Additionally, I appreciate that we've connected LiveChat with Snowflake for data analysis. Review collected by and hosted on G2.com.

Nothing major. But in my team, all people can see every chat. That's what I don't like. Review collected by and hosted on G2.com.

I like that LiveChat is automated, so once it's set up, I have nothing more to do. I particularly appreciate the chatbots because they allow me to delegate fairly recurring Q&A. Moreover, the LiveChat support helped me a lot during the installation. Review collected by and hosted on G2.com.

The understanding of chatbots. Review collected by and hosted on G2.com.

I like how LiveChat provides ease and functionality for both customers and agents. The integration with our chatbot helps manage customer requests efficiently, even when agents aren't available. I appreciate the easy access to Customer Care that it offers our customers. I find the tagging feature great for quickly identifying groupings of chats for performance statistics and love the canned messages for ensuring consistent wording and allowing speed for agents to respond. Additionally, the initial setup of LiveChat was decently easy, and their support team was great! Review collected by and hosted on G2.com.

Nothing to dislike Review collected by and hosted on G2.com.

LiveChat is somewhat more affordable compared to other solutions on the market. Although it lacks some functionalities that could be beneficial, its UI/UX remains superior to that of Zendesk or Intercom. Additionally, their support team, as product experts, is highly responsive and very helpful in providing guidance. Review collected by and hosted on G2.com.

- Lacking functionalities such as customer segmentation/prioritization, message translation, setting up checklists, agent notes and reminders, quick links—many of which are available as add-ons through their marketplace or partners.

- Frequent service disruptions.

- Ongoing technical limitations, including inability to log in via mobile devices when specific IP address restrictions are enabled, difficulty changing account email addresses without losing canned messages, an uneditable General group that requires complex routing workarounds, limited chat filtering options, and statistics that are neither very user-friendly nor insightful. Review collected by and hosted on G2.com.

I like that LiveChat is able to show the information of the customer, including the history of the chats, which makes it easier for our customers to reach out and get the help and support they need. Review collected by and hosted on G2.com.

I think what LiveChat could improve is making it easier for getting templated responses or having it integrated with AI, as it would provide suggestions in providing responses. Review collected by and hosted on G2.com.

I’ve been using LiveChat for a while now on our online store, and here’s what I think:

Pros:

Very easy to use – setup was quick and simple

Helps us answer customer questions instantly, which improves sales

The chat looks professional and fits nicely on our website

Great tools like canned responses and chat history save time

Works well with other tools we use (like our CRM and email)

They have a chat where you can get support for questions.

Once you have added all needed settings, chat is easy to use. Our customer support uses it daily. Review collected by and hosted on G2.com.

Price changes based on users, especially if you have a bigger support team Review collected by and hosted on G2.com.

I like how LiveChat basically has automation behind it so that we can satisfy multiple situations. It's able to scan the website for information and just use that information to answer clients' questions without us having to input more information into it. LiveChat also seemed more intuitive and was easier to coordinate with our teams. Review collected by and hosted on G2.com.

I'd like to see more features in the reporting. Review collected by and hosted on G2.com.

I like its API integration. Most chat platforms can not control the chat and agents through the API, but LiveChat's API features are good. Review collected by and hosted on G2.com.

Sometimes there may be some delay when using the web; this issue does not happened in the LiveChat app. Review collected by and hosted on G2.com.