Live chat is a great tool that a lot of businesses use internally and also for their clients. Yeah, we have several live chat software out there in the market, claiming to be the best in what they offer.
So, you wouldn’t be wrong if you asked where to buy live chat software from the competition.
In this article, we’ll be walking you through LiveChat software, why in our humble opinion, we think this provider serves as a reliable solution to your business communication needs.
We will take you through its features, pricing, pros and cons, and even an alternative. You’ll be more informed on where to buy live chat software for your business. Sounds good?
Let’s get to it!
» MORE: Livechat Software Advantages
1. LiveChat
LiveChat is the best live chat app for connecting customers on your website with customer service representatives via an online chatbox.
While many helpdesk services offer live chat, LiveChat stands out by focusing entirely on this functionality.
It has a lot and different type of customization tools and the ability to combine messages from all of your online platforms into one dashboard. However, if you have several support officers, it can be very costly.
So, will LiveChat assist the company in communicating with customers? In this LiveChat analysis, we’ll go over what you need to know to make an informed decision.
Plans And Pricing
LiveChat has three basic plans, each of which can be purchased on a month-to-month or annual basis.
The Starter package is impressively full-featured and costs $16 an agent per month (paid annually).
The most noticeable restriction is that you can only save 60 days of chat history. You can lose some customizability and monitoring options.
LiveChat has a variety of pricing choices. Please keep in mind that all rates are per agent (Image credit: LiveChat)
Subscription options for LiveChat:
12-month schedule – US$16 a month (total cost of US$192)
The Team package unlocks unrestricted message archiving, chat tagging, and file sharing from your message box for $33 a month per agent.
You may also use surveys to keep track of the service activity and recognize customer pressure points.
The Business strategy, which costs $50 a month per agent, includes SMS messages from your chatbox as well as advanced monitoring.
For an extra $20 per agent, you can apply a single sign-on to the Business strategy. LiveChat now has an Enterprise package of custom rates for more prominent companies.
Before committing to LiveChat, you should try out the Team schedule for 14 days for free.
Livechat Features
LiveChat has many tools that can help you engage with consumers quickly and monitor their service experience over time.
To begin, the chat box is exceptionally adaptable. Customers can exchange files, you can send link buttons or a calendar to plan a meeting. You can also set up canned answers to efficiently respond to popular requests.
If your company has several divisions with different specialties, LiveChat also allows you to pass chats between support officers quickly.
LiveChat has monitoring tools to help you keep track of the efficiency of your customer service (Image credit: LiveChat)
Even more remarkable, LiveChat incorporates messages from all of your company’s platforms in real-time.
Even with a Starter membership, you can use LiveChat on various websites and smartphone applications.
To make handling help requests simpler, you can import messages from Facebook Messenger, Twitter, SMS, and Apple Business Chat into your LiveChat setup.
Another feature we enjoyed about LiveChat is that it assists you in ensuring high-quality and reliable customer service over time.
After a talk, the app has multiple premade surveys that you can submit to clients, and Team and Business users can even make personalized surveys.
A variety of studies are available that demonstrate how long it takes agents to respond to new chat requests and whether or not chat help leads to further conversions.
Business customers now have access to a helpful scheduling forecast function that uses historical chat data to determine how many agents you’ll need on hand in the event of a spike in web traffic.
Interface And In Use
The LiveChat web app worked well for the most part. The most critical feature, the messaging GUI, is identical to Facebook Messenger in design.
You will quickly see all of your recent and queued conversations in a section on the left-hand side of the browser and then focus on a single conversation in the middle column.
You’ll see a detailed rundown of the user you’re texting on the right, like what channel they’re messaging from, which pages on your web they’ve been, and if they’re a returning customer.
You can also watch hundreds of visitors to your website in real-time with LiveChat.
You can start a conversation with any particular user and tailor your message to the pages they’re looking at right now.
We discovered that LiveChat paid close attention to a few aspects to made the customer service interface more user-friendly. For example, canned responses can be obtained instantly using a predefined tag.
You can also apply tags to a chat at any time for archiving purposes, rather than remembering the specifics of a discussion and tagging it until it’s saved.
Support
LiveChat’s customer service is fantastic, as you would expect from a business that focuses on customer service.
The corporation uses its software to offer live chat service 24 hours a day, seven days a week. The amount of knowledge available in the platform’s online support center has inspired us.
When demonstrating how to do something with LiveChat, the tutorials are incredibly informative and provide screenshots for each phase.
Security
Your account’s protection is critical to LiveChat because all chats are encrypted with 256-bit encryption.
Two-factor authentication is available to Team and Business users, so we’d like to see it become mandatory for all users.
To discourage inappropriate usage of your helpline, administrators can restrict the number of IP addresses that can log into LiveChat at the same time.
Credit card numbers are automatically hidden in chats and aren’t archived like the rest of your message history to shield your clients.
The Competition
While several helpdesk apps provide live chat, SnapEngage is one of LiveChat’s main rivals.
SnapEngage is a video chat platform that has the same multi-channel support as LiveChat. HIPAA enforcement is also available as an add-on option (this is only available with a LiveChat Enterprise plan).
However, LiveChat is a great value for most users because SnapEngage costs extra for certain services, such as SMS texting, and does not have 24/7 service.
» MORE: How Does Livechat Work
Final Verdict
LiveChat is a versatile and practical platform for communicating with consumers through all of your online platforms.
The interface incorporates chats from different platforms. It makes it simple to collaborate across divisions or within teams of support agents, and takes a holistic approach to support and defense.
The only thing we don’t like about LiveChat is the price, but considering the nature of the app, we believe it’s still a good deal.
» MORE: Websites Livechat Software