They've gone way back on the upgrade - The ticketing function is great for your support team, or at least it was. They went and rolled out new software...and this is the first time I've ever experienced a horrible upgrade. It went backwards in time. Bulk edit, ability to assign to multiple people, preview of a ticket before opening, and so much more are all gone. Oh, you don't have a signature as well, simple things that you take for granted are all gone in this "new" rollout. When we reached out for help they said it would be months before some of these would be fixed. I would stay far away from this software until they figure out how to operate. So many functions our support team used daily, now makes them take longer with more frustration. We bought this to streamline our support staff but it doesn't work that well any more. If this was version 1.0 , you'd be ok. But it's not.

It works, But... - But it's Expensive—even just for three users—and they are now separating the live Chat and Ticketing functionality. I would now need essentially the ticketing service they are taking away and charging me additionally for just so I can use it like I was. At this point, it defeats the purpose—it's too expensive after they separated the Chat and Ticketing services, and even if price weren't a factor, I've seen better. On the Plus side, from what I've experienced, they have Fantastic customer service... only missing a reasonably priced product.

It works, But... - But it's Expensive—even just for three users—and they are now separating the live Chat and Ticketing functionality. I would now need essentially the ticketing service they are taking away and charging me additionally for just so I can use it like I was. At this point, it defeats the purpose—it's too expensive after they separated the Chat and Ticketing services, and even if price weren't a factor, I've seen better. On the Plus side, from what I've experienced, they have Fantastic customer service... only missing a reasonably priced product.

LiveChat Is A Joke!! - I have used this for years as a pop up way for customers to send me messages they need help never really doing live chats until 10 days ago.. I have new employees to answer live chats and wanted them to be able to see the carts and add things to carts etc as shown in the video.. I upgraded to Business and it has been 10 days many chats with the help desk at live chat and rehashing the same things over and over and it still does not work.. I want a real person to call and get this straight nope only chat from people who cannot even read the messages and understand what I have already done!! PITIFUL!!

Pretty Good App - Live chat definitely does what it is supposed to do. However, I hate that they nickel and dime you for each component like Facebook and Instagram.

We Shall See - We got a subscription by month, so that says something. Chat support has been great. Not to many victors have actually chatted, but it also tells you a lot where they are coming from and how many actually show up to your site. That's what got me to continue after trial. I may go to Annual if things continue well

Hurts Google Rankings - Every two or three months LiveChat will have an update that affects the Mobile Google Experience and causes it to fail. First time we had this issue they updated and resolved it. Now they are ignoring the issue and not fixing it. If you are worried about your mobile google traffic beware of their random changes.

A great help - I have been using livechat for around 3 months now. To be honest, i probably only use half the features as i have been too busy to work thought it all. The chat feature is fantastic, i use it both on PC and with the app on my iPhone. I also am able to add the livechat button on a page that i designed with page builder. I just started using the tickets feature. It's great, really helps keep track of all customer requests and everything i have to get back to people with. I pay for the google analytics feature as well. Easily track who what where. Can also see who has an stuff in their cart and what the items are. So easy to check who is on the site and where they are from.

Customers use it and it converts to sales - This app is well worth the monthly fee. Customers use it and it converts to sales

Bait and Switch - First they advertise $16/ month with a free two week trial. next, it's not $16/month but $19/month, the $16 rate is if you pre-pay for a year. Then it turns out the free trial you have been using is for a $39/month version. Then I try to pay for the $19/version and the invoice says I will be billed $100/month!. Had to waste time going to their chat to find out why and had to send a screen shot to chat lady. Turns out 5 agents is pre-selected as is a $5/month Google integration. There is no obvious way to change this so I didn't even bother trying. No idea why businesses pull this stuff but reflects badly. Will be looking around for another one.