LiveChat Reviews & Pricing

Key Features

• Ticketing System: This module streamlines and simplifies the process of managing tickets. Users can create tickets from email or chat, group related cases with tags, assign tickets, schedule automated follow-ups and track open cases via a dashboard. Any messages sent after hours are saved as a ticket so no conversations are left untouched. 
• Chat Routing: This feature ensures that customers speak to the most suitable agent based on department (sales or service, for example). Incoming chats can be routed automatically based on criteria like URL, or they can enter a queue for agents to manually select from. 
• Reporting: A range of reports and analysis tools grant visibility into support efforts for a better understanding of performance. Managers can project staffing needs, monitor agent activity, track effectiveness via ticket statistics, drill down based on tags or groups and view high-level metrics like number of chats. Reports can be scheduled and delivered in multiple formats including CSV and XLS. 
• Marketplace: LiveChat offers integration with more than 170 third-party tools for CMS, CRM, help desk, analytics, email marketing and e-commerce. Integrations include Slack, Calendly, Dropbox, Salesforce, Google Analytics, Facebook Messenger, ChatBot and MailChimp. 
• Eye-Catcher: This tool increases engagement with chat widgets by letting users add visuals like images and GIFs that help draw attention to the chat. 
• Notifications: This feature prevents messages from going unanswered via visual and audio alerts. Users can select the type of notifications to receive — new messages, new chats, etc. 
• File Sharing: Reps can provide information when needed through this feature, such as sharing tutorials or marketing collateral. Visitors can also share files. 
• Chat Archives: Users don’t have to worry about losing historical information with the ability to refer to chat histories. This feature is included in all plans, but the Starter package has a limit of 60 days. 
• E-Commerce: Managers are able to estimate and measure the effectiveness of LiveChat with tools for goal setting and sales tracking. 
• Security: LiveChat provides robust security via SSL encryption, single sign-on (SSO), two-step authentication, credit card masking, access restriction and audit logs. It’s hosted on U.S. or E.U. data centers and supports IP blocking. 

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