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LiveChat

LiveChat ChatBot

Composite Score

8.5 /10

CX Score

8.5 /10

139 Reviews Write a Review

What is LiveChat ChatBot?

LiveChat turns support teams into customer service rockstars. Customers love answers to their questions coming within seconds. Win hearts of customers with amazing customer service using LiveChat.

Company Details

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Awards & Recognition

LiveChat ChatBot won the following awards in the Chatbots category

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0 Top Rated Capabilities

1 Top Rated Features

2023

0 Top Rated Capabilities

1 Top Rated Features

2022

LiveChat ChatBot Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on LiveChat ChatBot.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

83 Likeliness to Recommend

2
Since last award

91 Plan to Renew

3
Since last award

81 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+84 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love LiveChat ChatBot?

7% Negative

7% Neutral

86% Positive

Pros

Continually Improving Product
Saves Time
Respectful
Performance Enhancing

Feature Ratings

Average 80

Voice or Text Input

Multi-channel

Leads Generation

Application Programming Interface

Workflow Processing

Personalized Service

Translation

Knowledgebase

Scheduled Availability

Integration With CRM

Learning and Adaptability

Vendor Capability Ratings

Average 80

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Breadth of Features

Ease of IT Administration

Ease of Customization

Ease of Data Integration

Business Value Created

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support

LiveChat ChatBot Reviews

Sonakshi M.

Role: Public Sector
Industry: Consulting
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2022

An engaging helpdesk tool

Likeliness to Recommend

10 /10

What differentiates LiveChat ChatBot from other similar products?

The canned response tool in LiveChat is excellent. This function enables my department to store pre-written answers to frequently asked queries from consumers. With a single keystroke on the keyboard, we can then quickly and easily repeat these typical responses during talks with consumers. We were able to add a customer care assistance channel very fast because LiveChat was so simple to set up.

What is your favorite aspect of this product?

To ensure that our clients can communicate with us directly on their preferred messaging programs without visiting our website, Livechat interfaces with the top messaging services such as Facebook Messenger, Telegram, and Whatsapp. Our clients can request that we chat with them on their preferred chat platform. Live chat allows customers to interact with us on our web-based, mobile, and social media platforms.

What do you dislike most about this product?

You need to buy more than one license to do the same with other programs. The price is reasonable, yet the initial sticker shock still exists. We could buy two charges and have two users on at once if the cost were cheaper. However, we run many agents simultaneously because more than one individual can utilize the license.

What recommendations would you give to someone considering this product?

On the weekends or after business hours, having the option to switch the website widget from a chat to a form is quite helpful. Thanks to this, customers won't have to wait for business hours to get in touch with you. LiveChat connected seamlessly with our company, and the software's speed allowed us to lower the standard of service. We broadened our customer base since we can address their issues more rapidly.

Pros

Continually Improving Product
Performance Enhancing
Enables Productivity
Trustworthy

Serap Y.

Role: Sales Marketing
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2022

reliable helping hand for support agents.

Likeliness to Recommend

8 /10

What differentiates LiveChat ChatBot from other similar products?

Livechat chatbots work everywhere on a variety of channels - on our product mobile applications , on facebook messenger, likewise on other social media softwares where my work institution has got a presence.

What is your favorite aspect of this product?

chatbot is programmed to direct customers to contents that potentially addresses their concerns or enquiries. In situations whereby chatbot is completely lost to the information being sought by the customer, it automatically creates a support ticket and assigns it to an agent . This quality of work organization impresses me the most about Chatbot.

What do you dislike most about this product?

chatbot's natural language processing is not good enough . In the sense that , it is unable to improve responses overtime by itself , without input from our team. On the second part, Chatbot is not going to be a replacement for a live human agent, rather it is a good helping hand for our support agents presently.

What recommendations would you give to someone considering this product?

Like I stated earlier, chatbot is a good helping hand for support representatives. It is not designed to be a replacement for an human agent, neither should it be.

Pros

Reliable
Performance Enhancing
Enables Productivity
Security Protects

Dillon G.

Role: Finance
Industry: Apparel
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2022

Expensive and very customizable

Likeliness to Recommend

5 /10

What differentiates LiveChat ChatBot from other similar products?

Harder to use and more expensive

What is your favorite aspect of this product?

Lots of custom stuff

What do you dislike most about this product?

Expensive

What recommendations would you give to someone considering this product?

Know what you are doing and work with their help team

Pros

Continually Improving Product
Respectful
Appreciates Incumbent Status

Cons

Less Efficient Service
Inhibits Innovation
Less Reliable

How We Deliver

LiveChat ChatBot

What is LiveChat ChatBot?

Company Details

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Awards & Recognition

LiveChat ChatBot Ratings

83 Likeliness to Recommend

2 Since last award

91 Plan to Renew

3 Since last award

81 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+84 Net Emotional Footprint

How much do users love LiveChat ChatBot?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Voice or Text Input Chatbot interaction through audible (voice) or text (keyboard) input.

Multi-channel Supports live chat, mobile app, powerbot and messenger

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Translation Supports automatic translate to multiple languages.

Knowledgebase Allows users to create knowledgebase articles, metadata tags, creation data and author's name

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Integration With CRM The chatbot’s integration with the organization’s CRM would allow for customer information to be queried, once the customer’s identity has been verified.

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

LiveChat ChatBot Reviews

Sonakshi M.

An engaging helpdesk tool

Likeliness to Recommend

Pros

Serap Y.

reliable helping hand for support agents.

Likeliness to Recommend

Pros

Dillon G.

Expensive and very customizable

Likeliness to Recommend

Pros

Cons

Most Popular LiveChat ChatBot Comparisons

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Title

2
Since last award

3
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1
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Feature Ratings

Voice or Text Input

Multi-channel

Leads Generation

Application Programming Interface

Workflow Processing

Personalized Service

Translation

Knowledgebase

Scheduled Availability

Integration With CRM

Learning and Adaptability

Vendor Capability Ratings

Ease of Implementation

Quality of Features

Usability and Intuitiveness

Breadth of Features

Ease of IT Administration

Ease of Customization

Ease of Data Integration

Business Value Created

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support