LiveChat.com Review (2024): A Detailed Look at its Pros and Cons

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Best</p> <ul class="checklist"> <li>Well designed</li> <li>Lots of features</li> </ul> </a> </div> <div class="review-header__summary-item"> <a href="#pros-cons" class="review-header__pro-con-anchor"> <p class="review-header__summary-title">The Worst</p> <ul class="checklist checklist--cons"> <li>Relatively expensive</li> </ul> </a> </div> </div> <nav class="review-header__nav"> <ul class="review-nav"> <li class="review-nav__item"> <a href="https://www.tooltester.com/en/live-chat/livechat-review/" class="review-nav__link review-nav__link--active "> Review </a> </li> <li class="review-nav__item"> <a href="https://www.tooltester.com/en/blog/livechat-pricing/" class="review-nav__link "> Pricing </a> </li> </ul> </nav> </header> </div> <div class="container content-wrap"> <aside class="sidebar review-sidebar-nav"> <div class="sidebar__mobile"> <button class="sidebar__btn" data-toggle="#toc" data-toggle-class="is-active" data-toggle-body-class="toc-open" aria-label="Toggle search" aria-expanded="false" aria-controls="global-search"> Table of contents <svg class="icon icon-chevron-down"><use xlink:href="#chevron-down"></use></svg> </button> <a href="https://www.tooltester.com/out/livechat" target="_blank" class="btn btn--quaternary btn--small">Try for free</a> </div> <div class="sidebar__header"> <a href="#reader-comments" class="sidebar__comments"><span class="disqus-comment-count" data-disqus-identifier="86228 https://www.tooltester.com/?page_id=86228"></span> comments</a> </div> <ul class="toc" id="toc"> <li class="toc__item"><a href="#overview" class="toc__link">Overview</a></li> <li class="toc__item"><a href="#screenshots" class="toc__link">Screenshots</a></li> <li class="toc__item"><a href="#pricing" class="toc__link">Pricing</a></li> <li class="toc__item"><a href="#pros-cons" class="toc__link">Pros/cons</a></li> <li class="toc__item"><a href="#rating" class="toc__link">Rating details</a></li> <li class="toc__item"><a href="#conclusion" class="toc__link">Conclusion</a></li> <li class="toc__item"><a href="#faq" class="toc__link">FAQ</a></li> <li class="toc__item"><a href="#alternatives" class="toc__link">Alternatives</a></li> <li class="toc__item"><a href="#reader-comments" class="toc__link">Comments</a></li> </ul> </aside> <article class="content"> <div class="review-section-header"> <h1 class="review-section-header__title">LiveChat Review (2024) <span>The Mac of Live Chat Tools?</span></h1> <div class="review-section-header__meta"> <span class="review-section-header__date">Last updated: <time datetime="2023-08-01">Aug 1, 2023</time></span> <a href="#updates" class="review-section-header__link">See Updates</a> </div> </div> <div class="author-panel"> <div class="author-panel__content"> <p>This article has been written and researched by our expert tooltesters through a precise methodology. <a href="https://www.tooltester.com/en/tooltester-methodology/">Learn more about our methodology <svg class="icon icon-arrow-right"><use xlink:href="#arrow-right"></use></svg></a></p> </div> <div class="author-panel__group"> <div class="author-card"> <div class="author-card__media"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2022/07/ROBERT-1-160x160.jpg" alt="Robert Brandl" class="user-avatar"> </div> <div class="author-card__text"> <p class="author-card__author"><a href="https://www.tooltester.com/en/blog/author/robert/">Robert Brandl</a> <span class="author-checkmark" data-tippy-content="<strong>Robert</strong><br>Founder and CEO<br>BA (Hons) Munich University MUAS<br>At Tooltester since 2009<br>128 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></p> <p class="author-card__role">Author</p> </div> </div> <div class="author-card"> <div class="author-card__media"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2022/07/INKA-1-160x160.jpg" alt="Inka Wibowo" class="user-avatar"> </div> <div class="author-card__text"> <p class="author-card__author"><a href="https://www.tooltester.com/en/blog/author/inka/">Inka Wibowo</a> <span class="author-checkmark" data-tippy-content="<strong>Inka</strong><br>Content Manager<br>BBus (Marketing), Griffith University<br>At Tooltester since 2018<br>54 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></p> <p class="author-card__role">Researcher</p> </div> </div> </div> </div> <section id="overview"> <p class="disclaimer">Tooltester is supported by readers like yourself. We may earn an affiliate commission when you purchase through our links, which enables us to offer our research for free.</p> <p><p><img class="wp-image-135125 size-full alignright" src="https://www.tooltester.com/wp-content/uploads/2018/06/TT-Best-Live-Chat-Tool-1.png" alt="Best Live Chat Tool" width="150" height="150" /></p> <p> </p> <p><strong>We awarded LiveChat our Best Live Chat Tool badge two years running!</strong></p> <p><a href="https://www.tooltester.com/out/livechat" target="_blank" rel="noopener noreferrer">LiveChat</a> helps about 33,000 users worldwide to get their questions answered every day. Unlike email or FAQ support, having live chat software installed provides users with a live and direct experience.</p> <p>Of course, you could also offer telephone support, but online <strong>chat support has some advantages</strong> that telephone support can’t offer. First of all, you don’t need an expensive telephone line or a complicated technical setup, and since you are working on a screen, LiveChat allows you to share links, images, and videos. What’s the saying? A picture is worth a thousand words.</p> <h2>Some notable LiveChat features</h2> <p><strong>LiveChat is brimming with features and add-ons, </strong>making it an excellent <a href="https://www.tooltester.com/out/livechat-lead-generation">lead generation</a> tool. The customer service platform can be integrated on <strong>any website.</strong> All you have to do is copy and paste a piece of code. If you use a popular CMS like <a href="https://www.tooltester.com/en/website-with-wordpress/">WordPress</a>, <a href="https://www.tooltester.com/en/reviews/shopify/">Shopify</a>, or <a href="https://www.tooltester.com/en/reviews/weebly-review/">Weebly</a> etc., there are even plugins and apps available to integrate LiveChat without fiddling around with your code.</p> <p>In fact, integrations are one of the things LiveChat does best. You can <strong>connect the Facebook Messenger directly with LiveChat and WhatsApp</strong>, meaning your agents don’t need a Facebook account, and you won’t miss any messages, because you can handle everything from one place. Integrations with top CRMs and email marketing services are also available - in fact, there are over 200 tools you can connect LiveChat with.</p> <p>The ticketing solution, <a href="https://www.tooltester.com/out/helpdesk" target="_blank" rel="noopener">HelpDesk</a>, which was once integrated into LiveChat, is now a standalone product (starting at $29/month). Of course, it can still be fully integrated if desired. However, thanks to the (Intercom-style)<a href="https://www.tooltester.com/out/livechat-async-communication" target="_blank" rel="noopener"> Asynchronous Communication</a> feature, LiveChat can also default to handling requests that arrive when no agent is online.</p> <h2>How much does Live Chat cost? (Spoiler: it's not the cheapest)</h2> <p><strong>LiveChat offers a 14-day trial</strong> for their Team plan (no credit card required). You can either pay per month or per year. If you choose per year, you’ll see a discount applied to your bill.</p> <p>There are four different pricing tiers to choose from: their most affordable package "<strong>Starter</strong>" is priced at $20 per month per agent, which comes with 1 targeted greeting (automation), a 60-day chat history, and the ability to track up to 100 visitors in real time.</p> <p>If you need full chat history, unlimited greetings and analytics, you should take a look at the "<strong>Team</strong>" ($41) plan. The "<strong>Business</strong>" ($59) tier is designed for larger teams and adds a staffing prediction as well as a work scheduler module. Find out more about <a href="https://www.tooltester.com/en/blog/livechat-pricing/">LiveChat pricing here</a>.</p> <p>As you can see, it's certainly not the cheapest live chat software around. Let's find out if it's worth the high price tag!</p> </p> </section> <section id="video" class="block block--spacing-small"> <div class="embed-responsive embed-responsive-16by9"> <div class="youtube embed-responsive-item" data-embed="JEXbc9GuQFk"> <div class="play-button"><svg class="icon icon-play"><use xlink:href="#play"></use></svg></div> <div><img loading="lazy" alt="" src="https://img.youtube.com/vi/JEXbc9GuQFk/0.jpg"></div> </div> </div> <p> <a href="https://www.tooltester.com/out/livechat" target="_blank"> Try LiveChat 60 days for free </a> </p> </section> <section id="screenshots" class="block"> <h2>Screenshots</h2> <div class="swiper gallery-swiper"> <div class="swiper-wrapper"> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-chat-window-1.png" data-fancybox="gallery" data-caption="Livechat chat window"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-chat-window-1.png" alt="Livechat chat window" loading="lazy" /> </a> </div> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-customization.png" data-fancybox="gallery" data-caption="Livechat customization"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-customization.png" alt="Livechat customization" loading="lazy" /> </a> </div> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-greetings-1.png" data-fancybox="gallery" data-caption="Livechat greetings"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-greetings-1.png" alt="Livechat greetings" loading="lazy" /> </a> </div> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-marketplace-1.png" data-fancybox="gallery" data-caption="Livechat marketplace"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-marketplace-1.png" alt="Livechat marketplace" loading="lazy" /> </a> </div> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-reports.png" data-fancybox="gallery" data-caption="Livechat reports"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-reports.png" alt="Livechat reports" loading="lazy" /> </a> </div> </div> </div> <div class="swiper gallery-thumbs-swiper"> <div class="swiper-wrapper"> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-chat-window-1-300x198.png" alt="Livechat chat window" loading="lazy" /> </div> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-customization-300x171.png" alt="Livechat customization" loading="lazy" /> </div> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-greetings-1-300x169.png" alt="Livechat greetings" loading="lazy" /> </div> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-marketplace-1-300x169.png" alt="Livechat marketplace" loading="lazy" /> </div> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-reports-300x187.png" alt="Livechat reports" loading="lazy" /> </div> </div> </div> </section> <section id="pricing" class="block"> <h2>LiveChat Pricing</h2> <div class="pricing"> <div class="pricing__row"> <div class="pricing__value"> $20 </div> <div class="pricing__description"> <h3 class="pricing__name">Starter</h3> For small businesses. </div> </div> <div class="pricing__row"> <div class="pricing__value"> $41 </div> <div class="pricing__description"> <h3 class="pricing__name">Team</h3> For a full-time support team. </div> </div> <div class="pricing__row"> <div class="pricing__value"> $59 </div> <div class="pricing__description"> <h3 class="pricing__name">Business</h3> For a customer service department. </div> </div> <div class="pricing__row"> <div class="pricing__value"> $149 </div> <div class="pricing__description"> <h3 class="pricing__name">Enterprise</h3> A solution for Fortune 500 corporations </div> </div> </div> <p>*Monthly prices based on a 1-year contract for 1 agent.</p> </section> <section id="pros-cons" class="block"> <h2>Pros / Cons of LiveChat</h2> <div class="tabs"> <ul class="tabs__nav"> <li class="tabs__switcher is-active" data-tab-index="pros" tabindex="0"> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> Pros </li> <li class="tabs__switcher" data-tab-index="cons" tabindex="0"> <svg class="icon icon-cross"><use xlink:href="#cross"></use></svg> Cons </li> </ul> <div class="tabs__container"> <div class="tabs__content" data-tab-index="pros"> <h3>Pros</h3> <ul class="checklist checklist--dividers"> <li> <div class="checklist__content"> <h4>Well designed</h4> <p>Not just from an aesthetic point of view – it’s a pleasure to use LiveChat.</p> </div> </li> <li> <div class="checklist__content"> <h4>Lots of features</h4> <p>They have their own helpdesk, knowledgebase and chatbot solutions, which can be easily integrated with LiveChat.</p> </div> </li> <li> <div class="checklist__content"> <h4>Apps</h4> <p>For iOS, Android as well as PC and Mac. Compared to the browser console they even have a few special features (like an automatic time-out).</p> </div> </li> </ul> </div> <div class="tabs__content" data-tab-index="cons" style="display:none;"> <h3>Cons</h3> <ul class="checklist checklist--cons checklist--dividers"> <li> <div class="checklist__content"> <h4>Relatively expensive</h4> <p>LiveChat is more expensive than most other live chat tools, especially if you want to set up different agent groups or need more than one automatic trigger. By comparison, <a href="https://www.tooltester.com/en/live-chat/jivochat-review/">JivoChat</a> offers these features for a much lower price. Unfortunately, LiveChat’s <a href="https://www.chatbot.com/" target="_blank" rel="noopener">chat bot</a> isn’t cheap either ($50 per month).</p> </div> </li> </ul> </div> </div> </div> </section> <section id="rating" class="block"> <h2>LiveChat Review Details</h2> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Ease of use </h3> <div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Ease of use rating is 4."></div> </div> <div class="rating-row__description"> <p>We love the clean menus and also the loading speed of the backend. But as there are a lot of features, the tool can be overwhelming at first. Some of the options can be a bit tricky to find at times. But overall it’s a user-friendly option.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Setup <span class="info-tooltip" data-tippy-content="How to add the chat software to your website.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 5;" aria-label="Setup rating is 5."></div> </div> <div class="rating-row__description"> <p>About as simple as you can get. Sign up (no credit card required), <a href="http://www.livechatinc.com/kb/setting-up-livechat-on-your-website/?partner=TeV6VODDJ9" target="_blank" rel="noopener">paste a piece of code onto your website</a> and it’s ready to go. There are plugins with platforms like WordPress and Weebly, too. Changes in the backend will show without any additional code change on your website.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Themes and Style Options <span class="info-tooltip" data-tippy-content="Available customization options for the chat bar your customers see.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Themes and Style Options rating is 4."></div> </div> <div class="rating-row__description"> <p>Their basic widget looks modern, although choices are limited (you only have 2 templates to choose from, and a handful of options to customize). However you can use images and animations as ‘eye catchers’ with triggered messages – more on that in the Automations section below.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Chat Client <span class="info-tooltip" data-tippy-content="Chat client / chat bar your visitors will see.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 5;" aria-label="Chat Client rating is 5."></div> </div> <div class="rating-row__description"> <p>Show your company’s logo and a photo of the operator (optional). There are buttons to let visitors rate the chat, and also add emojis or upload files (file sharing).</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Chat agent console <span class="info-tooltip" data-tippy-content="Backend for chat agents.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 4.5;" aria-label="Chat agent console rating is 4.5."></div> </div> <div class="rating-row__description"> <p>Extremely nice and clean web interface that works perfectly. You can switch between chats, add canned responses and tags, and send files with ease. There is also an installable software for Mac and Windows. The advantage of it is that you can set a specific time after which the tool goes offline and you show no activity.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Automatic messaging <span class="info-tooltip" data-tippy-content="The proactive chat options and triggers that are available.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 4.5;" aria-label="Automatic messaging rating is 4.5."></div> </div> <div class="rating-row__description"> <p>One of their best features. The ‘greetings,’ as they call them, can be customized with rules that you define, including ones based on custom values pulled in from your CRM. You can also use animations to make greetings more visually appealing, let visitors choose from a number of button options, and trigger advanced actions (e.g. opening a link, letting the visitor call you).</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Offline mode <span class="info-tooltip" data-tippy-content="Offline options when no agent is around.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 5;" aria-label="Offline mode rating is 5."></div> </div> <div class="rating-row__description"> <p>The chat bar turns into a contact form when agents are not available. The ‘Work Scheduler’ feature can be used to schedule agents’ online/offline hours (available on Business + Enterprise plans). <a href="https://www.tooltester.com/out/livechat-async-communication" target="_blank" rel="noopener">Asynchronous Communication</a> allows you to continue a conversation between an agent and visitor even when one of them is offline.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Shortcuts / canned messages <span class="info-tooltip" data-tippy-content="Use predefined text blocks for standard phrases.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Shortcuts / canned messages rating is 4."></div> </div> <div class="rating-row__description"> <p>Define any kind of phrases as tags for quick access.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Tracking & live analytics <span class="info-tooltip" data-tippy-content="Track your visitor's location and browsing behaviour.">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>Shows basic information, such as country, IP address, technology used, and visited pages.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Multiple languages <span class="info-tooltip" data-tippy-content="Add chat support in different languages.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Multiple languages rating is 4."></div> </div> <div class="rating-row__description"> <p>The chat window is available in close to 50 languages (with customizable text), and routing rules based on URL/domain visited can be set up. Unfortunately, routing based on a visitor’s location is only available on Business and Enterprise plans. Setting it all up is fairly simple – you just need to create <a href="http://www.livechatinc.com/kb/livechat-for-multiple-websites/?partner=TeV6VODDJ9" target="_blank" rel="noopener">language groups</a>.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Ticketing system <span class="info-tooltip" data-tippy-content="Does it have its own help desk solution or will you have to use something external?">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>They offer <a href="https://www.tooltester.com/out/helpdesk" target="_blank" rel="noopener">HelpDesk</a>, which is a standalone product (charged separately).</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Integrations and add-ons <span class="info-tooltip" data-tippy-content="External software that integrates with the live chat tool.">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>One of the few tools to offer its own help desk, knowledge base and chatbot products, which can be added on for an extra cost. There are also over 200 third-party integrations in their marketplace: CRMs such as Highrise and Salesforce, as well as Facebook Messenger, are all offered. An <a href="https://developers.livechatinc.com/docs/?partner=TeV6VODDJ9" target="_blank" rel="noopener">API</a> is available, and through their marketplace, it’s also easy to add an opt-in checkbox for newsletter services like Mailchimp.</p> <p> </p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Team Management </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>Options depend on your plan but they are generally good. Transfers, takeovers, supervision, smart chat assignments and work scheduling are all possible. It also supports agent groups, where users can <a href="http://www.livechatinc.com/kb/dividing-live-chat-by-group/?partner=TeV6VODDJ9" target="_blank" rel="noopener">choose which department</a> they want to talk to.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Mobile support / apps <span class="info-tooltip" data-tippy-content="How well does it work on mobile phones?">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>Mobile apps for iPad, iPhone and Android are available.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Voice/video calls <span class="info-tooltip" data-tippy-content="Integrated system for making calls to the visitor">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>Available via integrations with apps like SnapCall.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Cobrowsing <span class="info-tooltip" data-tippy-content="Lets visitors share their screen with the chat agent.">I<span>nfo popup</span></span> </h3> <svg class="icon icon-cross"><use xlink:href="#cross"></use></svg> </div> <div class="rating-row__description"> <p>There are only screen sharing <a href="https://www.livechatinc.com/integrations/desktop-sharing/?partner=TeV6VODDJ9" target="_blank" rel="noopener">options available</a>.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Ban users <span class="info-tooltip" data-tippy-content="Block annoying users from chatting with you.">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>You can define how many days you want to ban the person.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Log creation <span class="info-tooltip" data-tippy-content="Will there be a chat protocol available?">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>Creates a searchable chat history. The Starter plan keeps a 60-day history; the Team plan and above offer unlimited chat history.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Support </h3> <ul class="checklist checklist--tight"> <li >Live Chat</li> <li >Email</li> <li >Telephone</li> </ul> </div> <div class="rating-row__description"> <p>They offer an excellent support section and their live chat agents are most helpful.</p> </div> </div> <div class="rating-row rating-row--rating"> <div class="rating-row__score"> <h3 class="rating-row__title"> Overall rating </h3> <div class="stars stars--primary stars--large" style="--rating: 4.4;" aria-label="Overall rating rating is 4.4."></div> </div> <div class="rating-row__rating"> <div class="rating-circle rating-circle--small rating-circle--cream" style="background: conic-gradient(var(--color-primary) 88%, rgba(230,230,230) 0 100%)"> <span>4.4</span> </div> </div> <div class="rating-row__description"> <p><a href="https://www.tooltester.com/out/livechat" rel="nofollow ">LiveChat</a> provides a fantastic user experience due to its polished interfaces and great features. Thanks to the Marketplace, it’s easy to add extra functionality.</p> </div> </div> </section> <section id="conclusion" class="block"> <h2>A more detailed look into the live chat software</h2> <h3>Seats vs. Agents</h3> <p>In the past, <strong>LiveChat limited the number of seats and not agents</strong>, whereby you could add as many agents as you wanted, but a seat could only be occupied by one agent at a time. Now, unfortunately, you’ll have to pay per agent, thus making it a fair bit more expensive for companies with numerous agents.</p> <p>Adding additional agents is quite flexible. You can add them on-demand to any plan.</p> <h3>How do agents work with LiveChat?</h3> <p>As an agent, you log in and decide when you want to accept live chats. From then on you can decide whether chats will get distributed automatically or manually.</p> <p><img fetchpriority="high" decoding="async" class="aligncenter wp-image-84307" src="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-chat-window-1.png" alt="Livechat chat window" width="700" height="462" srcset="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-chat-window-1.png 961w, https://www.tooltester.com/wp-content/uploads/2018/06/livechat-chat-window-1-300x198.png 300w, https://www.tooltester.com/wp-content/uploads/2018/06/livechat-chat-window-1-768x507.png 768w, https://www.tooltester.com/wp-content/uploads/2018/06/livechat-chat-window-1-273x180.png 273w" sizes="(max-width: 700px) 100vw, 700px" /></p> <p>To make the chat experience more efficient, you can automate welcome messages, pre-chat questions and use canned responses for repetitive sentences. If a chat agent runs into a difficult question, (s)he can transfer the visitor to another agent to <strong>solve the problem</strong>.</p> <p>At the end of each chat, users can leave their feedback. In case you couldn’t solve the problem, LiveChat opens a ticket and sends a follow-up email to the client automatically. This will help buy you time, and even more importantly, will avoid an angry customer because you forgot to get back to them!</p> <p>A nifty new AI-based feature is the option to receive a <a href="https://www.livechat.com/marketplace/apps/chat-summary/" target="_blank" rel="noopener">summary of your chat</a>. This is particularly useful if you are transitioning a lengthy chat to another agent.</p> <h3>Chatbot Integration</h3> <p>It’s unlikely your live chat operators can be online 24/7. So what do you do if you don’t have the staff to work around the clock? You can either reply by email for any missed chat or you can use a <a href="https://www.tooltester.com/en/blog/best-ai-chatbot/">chatbot</a>, which LiveChat offers as an add-on service.</p> <p><img decoding="async" class="alignnone size-full wp-image-86510" src="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-chatbot-story.png" alt="Livechat Chatbot Story" width="750" height="413" srcset="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-chatbot-story.png 750w, https://www.tooltester.com/wp-content/uploads/2018/06/livechat-chatbot-story-300x165.png 300w" sizes="(max-width: 750px) 100vw, 750px" /></p> <p><em>Setting up a story in LiveChat’s Chatbot solution</em></p> <p>Another advantage is that <strong>a chatbot can handle several customers at the same time</strong>. Of course, it’s not very personal, but it could help your visitors to get an answer immediately.</p> <p>So what’s the downside of adding a chatbot? Basically, it means extra costs. Chatbots aren’t part of any LiveChat plan. <strong>They start at $50 per month and need a free seat. </strong>If you’re after a more affordable alternative for chatbots, we’d recommend <a href="https://www.tooltester.com/en/live-chat/tidio-review/">Tidio</a>.</p> <h3>LiveChat Reports</h3> <p>You might wonder how your chat sessions actually perform. How long are they? Where are my visitors from? How’s the chat quality of my agents? And so on.</p> <p>LiveChat can help you with all these questions. Their <strong>statistics</strong> will tell you if your quality improves or if it’s getting worse. Thanks to <strong>real-time metrics</strong> you can see immediately how many visitors are online and if you have enough staff to handle them all.</p> <p>LiveChat will also send you email reports to understand what has happened. For instance, as customers can leave feedback, you can see if this has improved over time. Or were there some tough cases that you could have solved better? Reports are part of their Team plan and higher. It’s also possible to purchase standalone agent performance reports on the LiveChat Marketplace – pricing is per agent, per report.</p> <p><img decoding="async" class="size-full wp-image-86502 aligncenter" src="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-report-agent-activity.png" alt="Livechat report agent" width="750" height="469" srcset="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-report-agent-activity.png 750w, https://www.tooltester.com/wp-content/uploads/2018/06/livechat-report-agent-activity-300x188.png 300w, https://www.tooltester.com/wp-content/uploads/2018/06/livechat-report-agent-activity-288x180.png 288w" sizes="(max-width: 750px) 100vw, 750px" /><em>An agent activity report in LiveChat</em></p> <h3>LiveChat Support</h3> <p>In my opinion, it’s not super complicated to understand the product, once you have added it to your website. However, customer support is always crucial. As you might have expected it, there’s live chat. Also included in all plans are <strong>24-hour email support and phone support</strong>. Plus, you have an excellent Help Center and LiveChat Community.</p> <p>The highest plan “Enterprise” has some exclusive features like a product training for your agents, legal assistance and a key account manager.</p> <p>Even though you can use LiveChat in different languages, their own customer support is only available in English.</p> <h2>LiveChat Review: Conclusion</h2> <p>LiveChat is one of the products we thoroughly enjoyed reviewing. It just works really well and is <strong>fun to use</strong>. We were also surprised that compared to most other live chat tools we’ve had running on our site before, the number of chat requests always went up with LiveChat, even though we used the same setup (automatic trigger after 3 minutes).</p> <p>A feature that sets them apart from their <strong>competition is the ticketing system</strong>. Offline messages go directly into this channel and can be handled more easily by your customer service team with different statuses (open, pending, solved).</p> <p>LiveChat’s feature list, in general, makes it an ideal solution for companies who want to proactively employ live chat as a sales or support channel. Its wide list of integrations, engaging ‘rich messages’, advanced team management features and excellent multilingual widgets make it so much more than ‘just another live chat tool’.</p> <p>It is <a href="https://www.tooltester.com/en/best-livechat-software/">not the cheapest live chat software, but certainly one of the best</a>. And <a href="https://www.tooltester.com/en/blog/intercom-alternatives/">compared to industry giants like Intercom</a>, it’s certainly a more affordable alternative. Their customer support is top notch and, at the risk of repeating myself, the user-experience with their software is just fantastic. If Apple were ever thinking of acquiring a live chat software, I think it would be this one.</p> <p><a href="https://www.tooltester.com/out/livechat" target="_blank" rel="noopener">> Try LiveChat 60 days for free (includes a 30% discount on your first year)</a></p> </section> <section id="faq" class="accordion block"> <h2>FAQ</h2> <div class="accordion__item"> <button aria-expanded="false" class="accordion__handle" aria-controls="accordion-1" id="can-i-install-livechat-on-multiple-websites"> <h3 class="accordion__title">Can I install LiveChat on multiple websites?</h3> <div class="accordion__icon"> </div> </button> <div class="accordion__body" id="accordion-1" role="region" aria-labelledby="can-i-install-livechat-on-multiple-websites"> <p>Yes, you can add LiveChat to <a href="https://www.livechat.com/help/livechat-for-multiple-websites/" target="_blank" rel="noopener">as many websites as you like</a> without any extra charges.</p> </div> </div> <div class="accordion__item"> <button aria-expanded="false" class="accordion__handle" aria-controls="accordion-2" id="how-secure-is-livechat"> <h3 class="accordion__title">How secure is LiveChat?</h3> <div class="accordion__icon"> </div> </button> <div class="accordion__body" id="accordion-2" role="region" aria-labelledby="how-secure-is-livechat"> <h3></h3> <p>Since you (can) collect sensitive user data, it’s absolutely essential to have a <strong>high-security standard</strong>. Therefore, LiveChat secures every conversation with a 256-bit SSL encryption.</p> <p>To avoid credit card abuse, LiveChat masks the credit card number and doesn’t store the data. Due to different legal requirements, it’s possible to store data in the United States or the European Union.</p> <p>There are different ways to secure your account: logging in with a Google account if you are tired of remembering new passwords, 2-step verification to add another security layer or access restriction via IP limitation. This means only users with a certain IP address can log in.</p> <p>Overall, both users and agents benefit from a high-security standard. You can <a href="https://www.livechat.com/help/livechat-security-and-data-storage/" target="_blank" rel="noopener">read more about it here</a>.</p> </div> </div> </section> <section id="alternatives" class="block"> <h2>LiveChat Alternatives</h2> <div class="grid grid--three-col grid--gap-s u-mt-xl u-mb-xl"> <div class="card card--alternative"> <a target="_blank" class="card__logo-link" href="https://www.tooltester.com/out/tidio"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-logo.png" alt="Tidio logo"> </a> <div class="stars" style="--rating: 4.2;" aria-label="Rating of this product is 4.2 out of 5."></div> <a href="https://www.tooltester.com/en/live-chat/tidio-review/" class="btn btn--text-small">Read review</a> </div> <div class="card card--alternative"> <a target="_blank" class="card__logo-link" href="https://www.tooltester.com/out/jivochat"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2022/12/jivochat-logo-vector.png" alt="JivoChat logo"> </a> <div class="stars" style="--rating: 4.1;" aria-label="Rating of this product is 4.1 out of 5."></div> <a href="https://www.tooltester.com/en/live-chat/jivochat-review/" class="btn btn--text-small">Read review</a> </div> <div class="card card--alternative"> <a target="_blank" class="card__logo-link" href="https://www.tooltester.com/out/userlike"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2018/06/Userlike_logo-new.png" alt="Userlike logo"> </a> <div class="stars" style="--rating: 4.1;" aria-label="Rating of this product is 4.1 out of 5."></div> <a href="https://www.tooltester.com/en/live-chat/userlike-review/" class="btn btn--text-small">Read review</a> </div> </div> <p><a href="https://www.tooltester.com/en/live-chat/tidio-review/"><strong>Tidio</strong></a> is a top choice if you’re looking for advanced chatbots and automation, as these come included for free. The great news is that there’s also a free plan for up to 3 agents.</p> <p><a href="https://www.tooltester.com/en/live-chat/jivochat-review/"><strong>JivoChat</strong></a> offers an impressive range of features, including CRM, triggered chats, one-click calling, email and social integration, and internal team chats. A free plan is also available.</p> <p><strong><a href="https://www.tooltester.com/en/live-chat/userlike-review/">Userlike</a></strong> is great for EU-based customers and offers automations, voice and video calls, and options to integrate with additional channels (such as WhatsApp and Facebook Messenger). The free plan allows for 1 widget, 1 agent, and unlimited chats.</p> </section> <section id="authors" class="block author-detail-block"> <div class="block__title"> <h2>The authors</h2> <a href="https://www.tooltester.com/en/about-us/" class="btn u-desktop-only">Learn more about us</a> </div> <div class="author-row"> <div class="author-row__profile"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2022/07/ROBERT-250x300.png" alt="Robert Brandl" class="user-profile"width="125" height="150"> </div> <div class="author-row__bio"> <h3 class="author-row__name"><a href="https://www.tooltester.com/en/blog/author/robert/">Robert Brandl</a> <span class="author-checkmark" data-tippy-content="<strong>Robert</strong><br>Founder and CEO<br>BA (Hons) Munich University MUAS<br>At Tooltester since 2009<br>128 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></h3> <p class="author-row__title">Founder and CEO</p> <p class="author-row__description">Hi, my name is Robert Brandl! I used to work in a digital marketing agency where I managed website and email marketing projects. To optimize my client's campaigns, I always had to find the optimal web tools. Tooltester offers this knowledge to you, hopefully saving you endless hours of research.</p> </div> </div> <div class="author-row"> <div class="author-row__profile"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2022/07/INKA-250x300.png" alt="Inka Wibowo" class="user-profile"width="125" height="150"> </div> <div class="author-row__bio"> <h3 class="author-row__name"><a href="https://www.tooltester.com/en/blog/author/inka/">Inka Wibowo</a> <span class="author-checkmark" data-tippy-content="<strong>Inka</strong><br>Content Manager<br>BBus (Marketing), Griffith University<br>At Tooltester since 2018<br>54 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></h3> <p class="author-row__title">Content Manager</p> <p class="author-row__description">Hi, I'm Inka! I started using website builders and content management systems over 10 years ago, when I managed websites for clients in my first marketing role. Since then, I've worked on hundreds of web and digital projects. Now, at Tooltester, I'm happy to be able to use my experience to help users like you find the right website builder for your needs.</p> </div> </div> <a href="https://www.tooltester.com/en/about-us/" class="btn author-detail-block__btn btn--center u-mobile-only">Learn more about us</a> </section> <section id="updates" class="updates-block block"> <div class="updates-block__inner"> <div class="updates-block__header"> <p>We keep our content up to date</p> <button class="updates-block__seach-btn" data-toggle="#latest-updates" data-toggle-class="is-active" aria-label="Toggle updates" aria-expanded="false" aria-controls="latest-updates"> <span>See latest updates</span> <svg class="icon icon-chevron-down"><use xlink:href="#chevron-down"></use></svg> </button> </div> <div class="updates-block__body" id="latest-updates"> <p>01 Aug 2023 - Several updates (AI feature, HelpDesk)<br /> 12 Dec 2022 - Added badge<br /> 15 Sep 2022 - Smaller updates<br /> 19 Aug 2022 - Upcoming price increase<br /> 15 Jun 2022 - Small updates and corrections<br /> 03 Mar 2022 - Smaller updates<br /> 22 Nov 2021 - Review moved to Tooltester.com<br /> 4 Aug 2021 - General update<br /> 28 Jan 2020 - Change in their pricing details. Now charge per agent<br /> 26 Jul 2019 - General Update<br /> 22 May 2018 - General update.<br /> 12 Feb 2018 - Change in their pricing structure. "Regular" plan got removed.<br /> 12 Oct 2017 - Added pros and cons.<br /> 14 Jul 2017 - Cobrowsing is no longer available as the external provider Firefly stopped their service.<br /> 19 May 2017 - Longer trial period<br /> 23 Mar 2016 - Explanation of "seats" added<br /> 06 Mar 2014 - Pricing updates<br /> 17 Dec 2014 - Video review added<br /> 11 Dec 2014 - Higher rating for Appearance Customization<br /> 05 Aug 2014 - Information about the new ticketing system added.<br /> 19 May 2014 - Information on cobrowsing added.<br /> 01 - 04 Oct 2013 - Initial tests.</p> </div> </div> </section> <div id="methodology" class="block"> <div class="well well--border"> <h3>THE BEHIND THE SCENES OF THIS REVIEW</h3> <p><p>This article has been written and researched following a precise methodology.</p> </p> <a href="https://www.tooltester.com/en/tooltester-methodology/" class="btn"> Tooltester Methodology: How Do We Create our Reviews? </a> </div> </div> </article> </div> <section id="reader-comments" class="comments"> <div class="comments__inner"> <h2 class="u-mb">Comments</h2> <div id="disqus_thread"></div> <script> const disqusInstance = { post_url: "https://www.tooltester.com/en/live-chat/livechat-review/", post_id: "86228 https://www.tooltester.com/?page_id=86228", page_title: "LiveChat", init: function() { document.addEventListener('DOMContentLoaded', () => { this.addEvents(); }); }, addEvents: function() { this.loadDisqus(); }, loadDisqus: function() { this.disqus_observer = new IntersectionObserver((entries) => { if(entries[0].isIntersecting) { let post_url = this.post_url; let post_id = this.post_id; let page_title = this.page_title; window.disqus_config = function() { this.page.url = post_url; this.page.identifier = post_id; this.page.title = page_title; }; (function() { var d = document, s = d.createElement('script'); s.src = 'https://cmstestlabor.disqus.com/embed.js'; s.setAttribute('data-timestamp', +new Date()); (d.head || d.body).appendChild(s); })(); this.disqus_observer.disconnect(); } }, { threshold: [0] }); this.disqus_observer.observe(document.querySelector("#disqus_thread")); }, }; disqusInstance.init(); </script> <script id="dsq-count-scr" src="//cmstestlabor.disqus.com/count.js" async></script> </div> </section> <script type="application/ld+json">[{"@context":"http:\/\/schema.org\/","@type":"WPHeader","position":"1","headline":"LiveChat"},{"@context":"http:\/\/schema.org","@type":"WPFooter","position":"3","cssSelector":"footer","@id":"#white-footer","copyrightHolder":"ToolTester Network","publisher":"ToolTester Network","copyrightYear":"2009","url":"https:\/\/www.tooltester.com\/en\/contact\/"},{"@context":"http:\/\/schema.org","@type":"Article","@id":"https:\/\/www.tooltester.com#article","headline":"LiveChat","name":"LiveChat","description":"LiveChat is more pricey than other tools, but it offers plenty of advanced features. 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I install LiveChat on multiple websites?","acceptedAnswer":{"@type":"Answer","text":"Yes, you can add LiveChat to as many websites as you like without any extra charges."}},{"@type":"Question","name":"How secure is LiveChat?","acceptedAnswer":{"@type":"Answer","text":"Since you (can) collect sensitive user data, it\u2019s absolutely essential to have a high-security standard. Therefore, LiveChat secures every conversation with a 256-bit SSL encryption.\nTo avoid credit card abuse, LiveChat masks the credit card number and doesn\u2019t store the data. Due to different legal requirements, it\u2019s possible to store data in the United States or the European Union.\nThere are different ways to secure your account: logging in with a Google account if you are tired of remembering new passwords, 2-step verification to add another security layer or access restriction via IP limitation. This means only users with a certain IP address can log in.\nOverall, both users and agents benefit from a high-security standard. 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LiveChat.com Review (2024): A Detailed Look at its Pros and Cons