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LiveChat

LiveChat

4.5
(508 reviews)

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

91%
(Based on 141 reviews)

Response Automation

Respond to common requests with standard reply

93%
(Based on 153 reviews)

SLA Management

Service Level Agreement Management

88%
(Based on 87 reviews)

Attachments/Screencasts

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

91%
(Based on 143 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

92%
(Based on 141 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

93%
(Based on 153 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

92%
(Based on 150 reviews)

Communication

Pop-up Chat

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

93%
(Based on 196 reviews)

Notifications

Delivers notifications to both sides of the conversation.

90%
(Based on 195 reviews)

Targeted Emails

Sends automated emails to further engage clients and potential clients.

86%
(Based on 126 reviews)

In-App Messaging

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

90%
(Based on 155 reviews)

Internal Use

Customization

86%
(Based on 193 reviews)

Conversation Archiving

Archives conversations in a separate location for later reference.

90%
(Based on 181 reviews)

Lead Development

Enables employees to denote potential customers.

87%
(Based on 143 reviews)

Knowledge Base

Establishes a knowledge base for employee reference during conversations.

87%
(Based on 157 reviews)

Team Inbox

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

87%
(Based on 142 reviews)

Customer Profiles

Allows for the creation of profiles for contacts and customers.

85%
(Based on 142 reviews)

Communication Channels

Customer Portal

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

94%
(Based on 139 reviews)

Email to Case

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

94%
(Based on 140 reviews)

Chat/Live Support

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

95%
(Based on 161 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 130 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 49 reviews)

Customer and Contacts Database

Central repository for account and contact information

91%
(Based on 71 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

90%
(Based on 67 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 78 reviews)

Knowledge Base

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

91%
(Based on 105 reviews)

Ideas/Feedback

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

89%
(Based on 101 reviews)

Q&A

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

90%
(Based on 96 reviews)

Reporting & Analytics

Social Monitoring

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

86%
(Based on 119 reviews)

Reporting

92%
(Based on 140 reviews)

Dashboards

93%
(Based on 143 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 49 reviews)

Customization

86%
(Based on 193 reviews)

User, Role, and Access Management

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

95%
(Based on 52 reviews)

Internationalization

89%
(Based on 46 reviews)

Performance & Reliability

95%
(Based on 52 reviews)

Integration APIs

88%
(Based on 43 reviews)
LiveChat
4.5
(508 reviews)