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Customer reviews: LiveChat + Customer Insight

Develop by Elite
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Reviews (26)

Overall rating
4.1

What Merchants Think

The "LiveChat + Customer Insight" app receives a mixed response from its users. Many merchants appreciate the app for its robust features and positive impact on sales and customer service. However, there are also significant concerns about pricing structures and technical issues affecting usability and integration.

Key Strengths

  • Effective customer interaction and conversion to sales.
  • Comprehensive feature set including real-time insights and chat functionalities.
  • Excellent customer service and support.
  • User-friendly interface with customizable chat options.
  • Ability to add to both PCs and mobile devices like iPhones.
  • Positive impact on reducing cart abandonment rates.

Common Concerns

  • High subscription cost and perceived nickel-and-diming on features.
  • Separation of chat and ticketing services affecting cost and value.
  • Technical problems affecting Google rankings and mobile experiences.
  • Unexpectedly higher costs during the billing process.
  • Customer support challenges regarding technical issues and resolution times.

Final Thoughts

The "LiveChat + Customer Insight" app broadens the capability of businesses to engage with customers and support sales. While it offers many benefits like customization and excellent support, potential users should be aware of its pricing structure and possible technical disruptions. Overall, it remains a viable option for those prioritizing comprehensive customer engagement over cost concerns.

bil...com

Apr 11, 2023  on Bigcommerce

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!!

dre...com

Jun 24, 2022  on Bigcommerce

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.

min...com

Dec 01, 2020  on Bigcommerce

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.

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