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Customer reviews: LiveChat + Customer Insight

Develop by Elite

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.

cwh...com

Nov 11, 2024  on Bigcommerce

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.

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!!

inf...com

Nov 26, 2022  on Bigcommerce

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.

jis...com

Jul 11, 2022  on Bigcommerce

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

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.

inf...com

Aug 01, 2021  on Bigcommerce

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.

der...com

Feb 23, 2021  on Bigcommerce

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

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.

nat....uk

Feb 05, 2020  on Bigcommerce

So easy to use! - We've been using this for four months now and have seen a huge increase in sales. It enables us to reach out to potential customers, send them product suggestions and secure sales. The Ticket system also means that we never miss a new opportunity even when we're away from the computers. I couldn't recommend this highly enough.

kil....ie

Jul 09, 2019  on Bigcommerce

Live Chat - The live chat function on our website is already helping to reduce our abandoned cart rates and create a better experience. Would really recommend this company!

mat...com

Jun 03, 2019  on Bigcommerce

Excellent Help From Live Cart - The level of insight and detail is excellent and they are always checking in if they can assist. Highly recommend

bmc...com

May 13, 2019  on Bigcommerce

LiveChat is Exceptional - LiveChat is a wonderful addition to our website. We are able to provide a higher level of real-time and personal service to our customers while they browse and even initiate sales. We enjoy all the bells and whistles that provide data to help us analyze and improve.

rog....co

May 10, 2019  on Bigcommerce

Excellent Chat system - Excellent chat system. Lots of optikns and flexibility to interact with potential customers. Love the ability to see who is browsing and ping them from the chat system.

cam...com

Apr 29, 2019  on Bigcommerce

Great way to answer questions with customers - Very useful in connecting with our customers and guide them through their purchases. Easy to navigate.

sup...com

Apr 19, 2019  on Bigcommerce

Very useful - LiveChat has been very useful in interacting with the customers, providing order status updates and resolving customer issues.

sal...com

Apr 18, 2019  on Bigcommerce

Nice App Plug-in - Simple and easy to use. Minor technical difficulties here and there, but certainly what we need to have our customers effectively connect with us.

sal...com

Apr 17, 2019  on Bigcommerce

Nice to have but too many bugs/problems resulting in angry customers - Stopped using it because there have been too many unaddressed problems.

sal....au

Aug 05, 2018  on Bigcommerce

Live Chat - This app is absolutely fantastic. It works well, is easy to customise and the tech support guys are second to none. I have added this to my 3 websites, soon to be a fourth. I wish all tech support was this good. :)

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.

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