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Customer reviews: LiveChat — AI-powered live chat & customer support

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Reviews (27)

Overall rating
4

What Merchants Think

Merchants generally find "LiveChat — AI-powered live chat & customer support" valuable for enhancing customer interaction and increasing sales conversions. However, there are notable concerns regarding recent changes to pricing and functionality, which have frustrated some users.

Key Strengths

  • Effective in converting customer inquiries into sales.
  • User-friendly interface with easy customization options.
  • Real-time visitor tracking and detailed customer insights.
  • Seamless integration with websites and mobile apps.
  • Highly praised customer service and tech support.

Common Concerns

  • Recent software upgrades have removed essential features, causing inconvenience.
  • High pricing, especially after the separation of chat and ticketing services.
  • Frequent technical bugs affecting usability and Google rankings.
  • Difficulty in resolving issues due to limited customer support response channels.
  • Misleading pricing structures and unexpected charges.

Final Thoughts

While "LiveChat — AI-powered live chat & customer support" offers robust features that can significantly enhance customer engagement, the recent changes in pricing and functionality have led to mixed reviews. It remains a potent tool for those who can navigate its cost and occasional technical hurdles.

ann....au

Jul 21, 2018  on Bigcommerce

A great selling and communication tool - I trialed this app wondering if it would suit my small business. I was very happy with the result. I was able to instantly answer customer questions and guide them to products and upselling as well. I have now incorporated LiveChat into my website and find it a great means of communication with customers on my website and a brilliant selling tool. I highly recommend this app.

chr...com

Jun 21, 2018  on Bigcommerce

Much happier with this Chat App for Big Commerce - We have tried a few others and this one fit our needs for multiple sites as it allowed us to customize the chat window look for each site and the chat window text too. Not a bad price either for what was gained over the competitors.

dsp...com

Jun 07, 2016  on Bigcommerce

Works Great - This is our second round of using a live chat product and we are pleased. In fact, we landed the largest order in our history by a chat that originated with this tool. We really have no complaints. Wonderful resource.

adm...com

Nov 20, 2015  on Bigcommerce

Best dedicated live chat app I found -

I tried a half dozen or so live chat apps, and always ended up coming back to LiveChat. It's not the cheapest (depending on features you need, I went with their $30 a month plan and not the starter level which is currently $19). However, it has the ability to customize the chat window with logos and avatars, allows file transfers back and forth with customers, and is fast and responsive (I found some others sluggish, and sometimes dropping a message).

The admin page is very clean, and the chat page to me was the most sensibly laid out. Popup notifications work, and when you click them it carries you to the open tab and chat for immediate response every time (another fail of other programs, they might give a popup but clicking it would not navigate me back to the chat). The incoming chat sound is spoken as "incoming chat" which also makes sense to me, when a customer is initiating. Afterwards, standard message sounds apply.

You can watch your customer type in real time which can be helpful (or painful if you find yourself staring at slow typists...). 

Also, customer support is outrageously awesome, of course via live chat. They've never been unavailable when I had dozens of requests to tweak my design etc. 

I tried the rest and found the best in my opinion anyhow.

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