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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.

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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