Long gone are the days where we have have to wait for hours on end on the phone just to get through to customer support.
Just kidding… calling to get through to customer support still exists.
And it sucks.
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But it’s definitely not as commonly used now, especially with the introduction of live chat, where one customer service rep can serve multiple enquiries at once.
Live chat is growing in popularity, because not only does it make the customer service team more streamline, but it means customers don’t need to be put on hold for hours just to get through.
Live chat is awesome, and today, I’m going to review on of the most popular live chat tools out there: LiveChat!
LiveChat is a customer service platform that not only does live chat for your website, but offers omnichannel messaging, so the platform can be your single destination to manage all incoming messages.
LiveChat is built for businesses of all sizes, as they proudly boast they power Macdonalds, Mercedes and Unileaver, but their messaging and pricing also accounts for startups and local businesses with wallet friendly packages.
Features & Functionality
LiveChat has a range of in chat tools to help you get a better result and give your customers a better experience. From message previews to seamless transfer of customer chat agents, LiveChat’s in chat tools will give you everything you need to give the best experience possible. Here’s a full list of the chat tools:
- Message sneak-peek
- Canned responses
- Chat tags
- Rich messages
- File sharing
- Chat archives
- Chat transfer
- Chat ratings
Slightly different to chat tools, LiveChat also has a range of engagement tools to give your website visitors a more hands on and personalised experience. Just like how an instore retail staff will help a customer pick out what they want, the range of engagement tools available will do the same online.
Reports & analytics
If you can’t measure, you can never improve. Luckily, LiveChat’s reporting features will give you an indepth overview of your customer service efforts, so you can see everything from customer satisfaction, to engagement data.
A feature to highlight here is the sales tracking data, where you can attribute sales directed from the live chat to the purchase.
Add-Ons & Integrations
One of the biggest benefits of Livechat is their expansive addons and integrations with 3rd party tools. From offering calls directly from your chat, to instant translations, Livechat has built a compete marketplace for you to bolt on the right solution required.
Here’s a few notable integrations:
- Slack – Route LiveChat groups to Slack channels Seamless communication. Whatever happens in LiveChat is instantly reflected on Slack.
- Stripe – Now you can check your customers’ payment details and process payments right in the chat.
- Chat Translator – Supports over 100+ languages Chat Translator can translate any chat into your native language in real time.
- Telegram – Support your customers via Telegram Chat with your organisation via Telegram, while your agents will continue to use the LiveChat
Ease of Use
LiveChat is incredibly easy to get started. The tool is easy to install, even if you are not a developer. They have easy install plugins for your standard e-commerce or website platforms, but if you are on a custom CMS, then you will need to access the header files.
The dashboard itself is quite easy to use, both to set up the automation and features and the reporting dashboard is also easy to navigate and understand.
The UI for the customer service reps is equality friendly,
Plans & Pricing
LiveChat is priced competitively, with a basic package starting at $16 a month, giving you the minimum features. However, if you’re a larger business with a customer service team to work on the leads, the Business package is $50 a month, giving you everything you need to power your customer service chat.
Pros & Cons
- Affordable for startups
- Clean UX and UI
- Easy to set up
- Abundance of 3rd party integrations
- Limited automation features
To round it up, LiveChat is one of the best live chat solutions you can go for if you’re looking for a robust tool, priced very fairly. It’s user-friendly and easy to set up, so you can onboard your team in no time.
So get LiveChat today and start chatting today!