We reviewed LiveChat and looked at its features, pros and cons, pricing, and how easy it is to use so you can decide if this tool is good and suitable for your needs.
What is LiveChat?
LiveChat is a customer support software that helps businesses connect with customers through live chat. It’s designed to improve customer service by allowing instant responses, guiding customers through purchases, and resolving issues in real time.
With tools like AI chatbots and integrations with popular platforms, LiveChat makes it easier for teams to handle support requests, automate routine questions, and engage with website visitors before they leave. This software can be especially helpful for eCommerce, SaaS, and companies that prioritize real-time customer communication.
LiveChat Review: Quick Overview
| Rating | Our thoughts |
|---|---|
| ★★★★ | Great tool for AI-powered customer support – best suited for larger businesses. |
| Feature | Description |
|---|---|
| Main Purpose | Real-time customer support and engagement |
| Key Features | AI chatbots, multi-channel support, customizable chat widgets, reporting and analytics |
| Pricing Plans | Starts at $20/month |
| Free Trial | 14-day free trial |
| User Groups | E-commerce businesses, customer support teams, SaaS companies, marketing teams |
| Integration Options | Over 200 apps including Shopify, WooCommerce, WordPress, Facebook Messenger, and more |
| Platform Compatibility | Web, Windows, Mac, Android, iOS |
| Support | 24/7 support available, training resources, dedicated account manager (for Enterprise) |
LiveChat can help various professionals, especially in e-commerce and customer support.
For e-commerce businesses, LiveChat enables agents to guide customers through the buying process with ease. Features like AI chatbots handle routine inquiries, customizable chat widgets allow seamless integration into branded websites, and sales reports offer insights to improve conversions.
For customer support teams, the 24/7 chat availability ensures customers receive help anytime, smart chat routing makes handling complex issues faster, and detailed analytics help track response times and performance.
LiveChat Pros and Cons
LiveChat has a solid set of advantages but also a few drawbacks.
Its user-friendly design and AI capabilities make it a powerful tool for customer engagement, particularly with features tailored for real-time support and sales. However, its pricing may be a barrier for smaller businesses, and some advanced features are limited to higher-tier plans.
Overall, LiveChat delivers quality features for customer support, making it a valuable choice for businesses that can fit it into their budget.
Pros
- User-friendly interface with easy setup
- AI-powered chatbots for handling routine questions
- Customizable chat widgets for brand consistency
- Multi-channel support (web, social media, mobile)
- 24/7 support available for all users
- Free 14-day trial
Cons
- Limited customization in basic plans
- May be too costly for small businesses
Is LiveChat Legit?
Yes, LiveChat is a legitimate tool that delivers on its promises of enhancing customer support and engagement. The quality of the chat and AI-generated responses is high, providing valuable assistance to both customers and support teams. Given its comprehensive features and customization options, the pricing is generally worth it for mid-sized to large companies seeking a robust customer service solution.
LiveChat Pricing
LiveChat offers four pricing packages to fit different needs and budgets. Here’s a breakdown of the prices for each plan:
| Package | Monthly Price | Annual Price (per user) |
|---|---|---|
| Starter | $24 | $240 |
| Team | $49 | $492 |
| Business | $69 | $708 |
| Enterprise | Custom | Custom |
Here’s a quick overview of what you’ll get with each tier:
Starter
- Basic chat features
- Limited to 60-day chat history
- 24/7 support
Team
- Everything in Starter
- Unlimited chat history
- Support for unlimited campaigns
- Full widget customization
- Access for multiple users
Business
- Everything in Team
- Work scheduling
- Staffing prediction
- SMS integration
- Detailed reporting
Enterprise:
- Customized support
- White-label options
- Dedicated onboarding
The Starter plan is best for small businesses needing basic live chat support at an affordable price but lacks extensive customization. The Team plan is ideal for support teams that need more control over chat history and campaigns. For advanced reporting and higher customization, the Business package is a good fit, while the Enterprise plan suits global companies that need full customization and personalized support.
Does LiveChat offer a free trial?
Yes, LiveChat offers a 14-day free trial with no credit card required.
How does LiveChat work?
LiveChat is a web-based customer service tool that helps businesses communicate with website visitors in real time. It provides a chat interface for agents to answer questions, solve issues, and guide customers. The tool includes AI-powered chatbots to handle simple questions and keep customers engaged when agents aren’t available.
- Go to the LiveChat website and sign up for an account.
- Log in to the LiveChat dashboard.
- Customize the chat widget by choosing colors, welcome messages, and the agent’s profile.
- Add the LiveChat widget to your website by copying and pasting a code snippet into your site’s HTML.
- Set up chatbot responses and automation options if desired.
- Start chatting with visitors or let the AI chatbot handle simple questions.
How easy is it to set up and use LiveChat?
To start with LiveChat, visit their website and sign up for a free trial. You’ll be asked to enter your business email and some basic details. After confirming your email, you can log in and access the LiveChat dashboard.
LiveChat’s interface is designed to be user-friendly, with a clean layout that makes it easy to find essential tools. All main features, like chat options, customization settings, and reporting, are clearly labeled. The dashboard allows you to quickly add chat buttons to your website, set up automated messages, and manage ongoing chats in real-time.
You can also access an analytics panel to view chat performance and agent activity, which makes tracking improvements simple. The chatbot setup is also easy to navigate, letting users configure automated responses without advanced coding. The customization options are intuitive, allowing businesses to match the chat widget to their branding.
Overall, the interface is easy to navigate, and most features are accessible within a few clicks.
Tips for using LiveChat
LiveChat can help businesses deliver better customer service, but a few tips can make the experience even better:
- Set up automated responses – Create responses for common questions to save agents time and provide faster help to customers.
- Use visitor tracking – Visitor tracking shows which pages a customer has visited, helping agents understand customer needs and give personalized support.
- Customize your chat widget – Match the widget’s colors and style with your website’s branding for a consistent and professional look.
- Monitor performance metrics – Review chat response times and customer satisfaction scores regularly to find areas for improvement in your service.
- Train agents on AI use – Teach agents how to manage conversations when switching from the AI chatbot, so customers have a smooth experience.
Alternatives to LiveChat
Here are some alternative AI-powered customer support tools similar to LiveChat.
- Tidio – Tidio is a customer support tool that combines live chat and chatbots for a smooth user experience. It offers automated responses, email integrations, and an easy-to-use interface. Tidio is ideal for small to medium businesses that want to add quick, automated responses to their website.
- BotPenguin – BotPenguin provides a no-code chatbot platform that integrates with multiple messaging apps like Facebook Messenger and WhatsApp. This tool is well-suited for businesses wanting to engage with customers across social media platforms. BotPenguin includes features like lead generation and automated customer support.
- Manychat – Manychat focuses on messaging app automation, especially for Facebook Messenger and Instagram. It helps businesses connect with customers through automated replies, sales funnel support, and marketing tools. Manychat is a good choice for businesses that rely on social media for customer engagement and sales.
- Zendesk Chat – Zendesk Chat is part of Zendesk’s larger customer service suite, providing live chat and messaging features that integrate with ticketing systems. It’s highly customizable and best suited for medium to large companies that already use Zendesk for customer service.
- Intercom – Intercom is a robust customer messaging platform that offers chatbots, automated messaging, and integrations with other sales and support tools. It’s great for businesses looking to handle customer support and sales in one tool but can be expensive for small businesses.
Conclusion: Is LiveChat the best choice for customer support?
LiveChat is a strong tool for businesses looking to improve customer support with real-time chat and AI features. It’s easy to set up, and its user-friendly dashboard makes managing customer chats straightforward. For businesses in e-commerce or SaaS, LiveChat’s customization options and analytics make it easy to engage customers and track performance.
However, pricing can be a barrier for smaller businesses, especially those looking for advanced features. Many features, such as advanced customization and reporting, are only available in higher-tier plans. This makes it a better fit for mid-sized to large businesses that can invest in a more advanced customer service platform.
Overall, LiveChat delivers on its promise of providing effective, AI-powered customer support. But for smaller businesses or those with basic needs, other tools like Tidio or BotPenguin may be more affordable alternatives. The best tool depends on your business type, budget, and specific customer support needs.