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.

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!!

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.

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.