LiveChat Review: Features, Pricing & More

Chat Tools

• Message Sneak-Peek: This feature allows you to preview incoming messages before they are fully delivered. This way, you can prepare your response in advance and provide a quicker, more efficient reply.
• Canned Responses: Create and use pre-written responses for frequently asked questions or common issues. This tool helps save time and ensures consistency in responses, especially during high chat volumes.
• Chat Tags: Organize and categorize chats with custom tags to make tracking and follow-up easier. Tags help in segmenting conversations based on topics, customer issues, or other criteria.
• Rich Messages: Enhance your communication by sending rich media messages such as images, videos, and interactive elements. This feature helps make conversations more engaging and informative.
• File Sharing: Easily share files and documents within the chat, allowing for seamless exchange of important information or resources without needing to leave the chat interface.
• Chat Archives: Access and review past chat conversations stored in archives. This is useful for training purposes, quality assurance, or retrieving historical customer interactions.
• Inactivity Messages: Automatically send messages to users who have been inactive for a specified period. This helps re-engage visitors and prompts them to return to the chat.
• Notifications: Get real-time notifications for new incoming messages, important updates, and changes in chat status. Notifications keep you alert and ensure timely responses.
• Chat Transfer: Transfer chats between agents or departments to ensure that customers are connected with the right support. This feature helps in handling complex issues by directing them to specialized team members.
• Chat Ratings: Collect feedback from customers at the end of each chat session through ratings. This provides insights into customer satisfaction and helps identify areas for improvement.

Messaging Channels

• Chat Widget: Embed a customizable chat widget on your website to offer instant support and communication to visitors. The widget can be tailored to fit your site’s design and branding.
• Facebook: Integrate with Facebook Messenger to manage customer inquiries and interactions directly from LiveChat. This connection allows for streamlined communication on one of the most popular social platforms.
• Instagram for Business: Handle Instagram Direct Messages within LiveChat, allowing you to engage with customers and respond to their inquiries through Instagram’s messaging feature.
• SMS: Use SMS for direct and efficient communication with customers via text messages. This channel is particularly useful for reaching users on mobile devices.
• Email: Manage email inquiries alongside live chats, providing a unified support experience. This integration helps keep all customer interactions in one place.
• In-Chat Voice, Video & Screen-Sharing: Offer voice and video call capabilities directly within the chat interface, along with screen-sharing features. This helps in providing more detailed support and resolving complex issues visually.
• WhatsApp Business: Connect with customers through WhatsApp Business, allowing for direct messaging and support via one of the most widely used messaging apps.
• Chat Page: Utilize a dedicated chat page for extended support and interactions. This feature provides a separate space for managing more in-depth customer communication.
• Apple Messages for Business: Engage with customers through Apple’s messaging platform, providing a seamless experience for users on iOS devices.

Chat Widget Customization

• Customization: Tailor the chat widget’s appearance to align with your brand’s visual identity. Customize colors, positions, and styles to create a cohesive look that matches your website.
• Agent Profiles: Create detailed profiles for your agents, including information such as their name, role, and contact details. This personalization helps build trust with customers and provides a more tailored support experience.
• Accessibility: Ensure that the chat widget is accessible to all users, including those with disabilities. Implement features that support various accessibility needs to make your support available to everyone.
• Languages: Offer chat support in multiple languages to cater to a diverse customer base. Language options help in providing support to customers from different regions and linguistic backgrounds.
• Chat Boosters: Utilize chat boosters to enhance engagement and effectiveness. These tools can include features like proactive chat invitations or interactive elements that encourage users to start a conversation.

Reports & Analytics

• Data Summary: Get an overview of key metrics and performance indicators related to chat activity. This summary provides a snapshot of your support operations and helps in tracking overall performance.
• Chat Reports: Access detailed reports on chat interactions, including metrics such as response times, resolution rates, and chat volumes. These reports offer insights into the efficiency and effectiveness of your support team.
• Data Export: Export chat data and reports for further analysis or integration with other systems. This feature supports data-driven decision-making and allows for comprehensive reporting.
• Agent Reports: Review performance reports for individual agents, including metrics such as chat handling times, customer satisfaction scores, and productivity. This helps in evaluating and improving agent performance.
• Customer Reports: Analyze interactions and feedback from customers to gain insights into their experience and satisfaction levels. These reports assist in understanding customer needs and preferences.
• Ecommerce Reports: Track metrics related to sales and e-commerce activities, such as product inquiries and conversion rates. This helps in assessing the impact of live chat on sales and customer engagement.
• Filters: Apply filters to customize report views and focus on specific data points. Filters help in analyzing targeted information and generating detailed insights.
• Dashboard: View key performance indicators and metrics on an easy-to-read dashboard. The dashboard provides a centralized view of your chat operations and supports quick decision-making.

Sales & Ecommerce

• Customer Data: Manage and access detailed information about customers to personalize interactions and improve support. Customer data helps in understanding user preferences and providing tailored responses.
• Product Cards: Display product details directly within the chat interface, including images, descriptions, and prices. Product cards facilitate easier shopping and enhance the customer experience.
• Ecommerce Integrations: Connect LiveChat with various e-commerce platforms to streamline shopping experiences and improve sales processes. These integrations support seamless interactions between chat and online store systems.
• Goals & Sales Tracker: Monitor and track sales goals and performance metrics to drive growth and achieve business objectives. This feature helps in setting targets and measuring progress towards achieving sales goals.

200+ Integrations

• Improve Workflow: Integrate LiveChat with over 200 applications to enhance your workflow and streamline customer interactions. These integrations allow you to create a personalized hub for managing all aspects of customer communication.

AI Features in LiveChat

• AI-Driven Support: Leverage artificial intelligence to provide detailed responses, reduce reply times, and improve overall communication. AI features help automate routine tasks and enhance the efficiency of customer support.

Customer Engagement

• Targeted Messages: Send personalized messages to specific customer segments based on their behavior and preferences. Targeted messaging helps engage users more effectively and drive relevant interactions.
• Eye-Catchers: Use attention-grabbing elements to attract and engage visitors. Eye-catchers can include promotional banners, offers, or interactive content that encourages users to start a chat.
• Chat Buttons: Add customizable buttons to the chat widget to initiate chats or direct users to specific actions, such as scheduling a demo or accessing support resources.
• Routing Rules: Automatically direct chats to the appropriate agents or departments based on predefined criteria, such as customer queries or agent availability.
• Availability: Manage and set agent availability to ensure support is provided during business hours or as required. This feature helps in maintaining consistent support coverage.
• Chat Assignment: Assign chats to specific agents or teams to ensure that customer inquiries are handled by the most suitable personnel.
• Chat History: Access and review previous chat interactions for context and continuity, ensuring that agents have relevant information for ongoing conversations.
• Chat Transcripts: Retrieve and review transcripts of chat conversations for quality control, training, and reference purposes.

Team Management

• Agent Accounts: Create and manage individual accounts for support agents, defining their roles and permissions. This feature supports effective team management and operational control.
• Groups: Organize agents into groups for better coordination and management. Groups help streamline support processes and improve team collaboration.
• Chat Supervision: Monitor ongoing chats to ensure quality and compliance. This feature allows supervisors to oversee chat interactions and provide support as needed.
• Agent Roles: Define specific roles and responsibilities for agents, including access levels and permissions, to control their capabilities within the chat platform.
• Chat Limit: Set limits on the number of active chats an agent can handle simultaneously to prevent overload and ensure high-quality support.
• Work Scheduler: Schedule shifts and manage agent availability to ensure that support is provided consistently and efficiently throughout business hours.

Security

• Encryption: Secure chat data with encryption to protect sensitive information and ensure privacy. Encryption safeguards customer interactions and complies with data protection standards.
• Credit Card Masking: Mask credit card information during transactions to prevent unauthorized access and ensure payment security.
• Data Storage: Store chat data and customer information securely, with measures in place to protect against data breaches and unauthorized access.
• Access Restriction: Control access to chat data and features based on user roles and permissions to maintain security and confidentiality.
• Visitor Banning: Block users who violate terms or engage in disruptive behavior to maintain a positive support environment.
• Logging in with Google: Simplify the login process by enabling Google authentication, enhancing security and user convenience.
• Compliance: Adhere to legal and regulatory standards for data protection and privacy, ensuring compliance with relevant regulations.
• Single Sign-On: Use single sign-on (SSO) to streamline access and improve security by allowing users to log in with a single set of credentials.