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LiveChat

LiveChat

4.5
(467)

Premium live chat and help desk software for business websites. E-commerce and customer service software with built-in ticketing system.

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LiveChat Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

92%
(Based on 120 reviews)

Response Automation

Respond to common requests with standard reply

94%
(Based on 128 reviews)

SLA Management

Service Level Agreement Management

88%
(Based on 70 reviews)

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

91%
(Based on 122 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

92%
(Based on 121 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

93%
(Based on 131 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

92%
(Based on 127 reviews)

Communication

Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

92%
(Based on 165 reviews)

Notifications

Delivers notifications to both sides of the conversation.

89%
(Based on 164 reviews)

Targeted Emails

Sends automated emails to further engage clients and potential clients.

86%
(Based on 105 reviews)

In-App Messaging

Allows for live chat to be enabled within the app for customer help.

89%
(Based on 131 reviews)

Internal Use

Customization

86%
(Based on 168 reviews)

Conversation Archiving

Archives conversations in a separate location for later reference.

89%
(Based on 152 reviews)

Lead Development

Enables employees to denote potential customers.

87%
(Based on 122 reviews)

Knowledge Base

Establishes a knowledge base for employee reference during conversations.

87%
(Based on 134 reviews)

Team Inbox

Provides a central location for help requests, helping employees respond sooner.

88%
(Based on 120 reviews)

Customer Profiles

Allows for the creation of profiles for contacts and customers.

84%
(Based on 119 reviews)

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

95%
(Based on 116 reviews)

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

94%
(Based on 118 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

96%
(Based on 139 reviews)

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

89%
(Based on 110 reviews)

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

89%
(Based on 40 reviews)

Customer and Contacts Database

Central repository for account and contact information

91%
(Based on 60 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

89%
(Based on 57 reviews)

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

n/a

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

n/a

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

87%
(Based on 64 reviews)

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

91%
(Based on 91 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

90%
(Based on 85 reviews)

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

91%
(Based on 81 reviews)

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

85%
(Based on 99 reviews)

Reporting

93%
(Based on 120 reviews)

Dashboards

93%
(Based on 123 reviews)

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

n/a

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

91%
(Based on 44 reviews)

Customization

86%
(Based on 168 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

94%
(Based on 46 reviews)

Internationalization

91%
(Based on 39 reviews)

Performance & Reliability

95%
(Based on 46 reviews)

Integration APIs

87%
(Based on 36 reviews)
LiveChat
4.5
(467)