LiveChat Reviews & Product Details

LiveChat distinguishes itself as a real-time sales and customer support solution that enhances the online shopping experience. Among its most valuable features are automated triggers, which proactively start conversations with website visitors according to their browsing patterns, and preview functions that let agents see what customers are typing before messages are sent. These capabilities enable agents to prepare precise responses ahead of time, leading to notably quick reply times and an improved rate of converting visitors into customers. Review collected by and hosted on G2.com.

One aspect where LiveChat could be enhanced is in the sophistication of its email marketing and advanced ticketing capabilities. Although it manages the conversion of missed chats into tickets effectively, its marketing automation and complex ticket management features are not as comprehensive as those found in customer service platforms dedicated solely to traditional help desk functions. As a result, users may find themselves needing to integrate LiveChat with additional tools to support more intricate support workflows. Review collected by and hosted on G2.com.

I find the AI features in LiveChat really helpful. They assist both our agents and visitors by answering questions with information from our articles and knowledge base. This feature reduces the number of conversations we need to have and effectively answers most commonly asked questions. I also appreciate how LiveChat helps us understand our website visitors better. We can use different greetings to connect with people on specific pages and communicate timely messages. The integration with Google Analytics is also beneficial, giving us a better insight into how people spend time on our website and those who wish to engage further. Review collected by and hosted on G2.com.

I'd love to see the AI features also be able to answer tickets with commonly asked questions. We have a lot of things that people ask over and over, and it would be great if the AI could answer those questions initially before having a real person answer. Another thing is better nonprofit pricing. The prices can be a little expensive, and nonprofits would have a hard time being able to afford that as we do. The only challenge was when they've migrated to different services as they've upgraded. Some of those migrations have been kind of messy and needed a lot of labor from our team. Review collected by and hosted on G2.com.

I find LiveChat to be an incredibly valuable tool for automating our customer support department. It effectively saves us both time and money while reducing our need for staffing resources, which is a significant benefit. I am particularly impressed with the very well-written software and user interface, making it intuitive and user-friendly. The ease with which I can customize LiveChat to meet our specific needs is another aspect I truly appreciate, as it allows us to tailor the tool seamlessly to our operational requirements. Despite initial challenges understanding the integration with ChatBot, once I had a few informative conversations with the support team, I found the setup process to be quite straightforward. This experience made me confident enough to rate LiveChat a 10 out of 10 for recommending to friends or colleagues. Review collected by and hosted on G2.com.

I initially had a hard time understanding how LiveChat and ChatBot worked together. Review collected by and hosted on G2.com.

Helping members on demand is pretty cool. I like that they get immediate assistance Review collected by and hosted on G2.com.

I wish that when I clicked on live chat the option for opening "helpdesk" would just be a single icon - I have to hunt for the apps widget, and find Helpdesk then enable the app. And sometimes the SSO isn't working so I have to "sign on " in the helpdesk app. 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 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’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 LiveChat's good user interface and how it's easy to use. It's better than other options available, which makes it valuable for my sales and customer support tasks. Additionally, the setup for users is easy. Review collected by and hosted on G2.com.

I find the integration with other systems, especially CRM like Salesforce, to be very limited and buggy. There's also weak technical support for these integrations, which is frustrating. The setup for integrations is quite troublesome (not intuitive, and very limited documentation available), even though setting up LiveChat for users is easy. Review collected by and hosted on G2.com.

I like the support team, as they usually are quick and eager to reply. The last few interactions helped me particularly to enhance better flow for the chatbot. Thanks to Wojtek and Seamus. Review collected by and hosted on G2.com.

I think the search feature for the chatbot should be more intuitive. Review collected by and hosted on G2.com.