LiveChat

LiveChat

(449)
4.5 out of 5 stars

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 115 reviews)
Response Automation

Respond to common requests with standard reply

94%
(Based on 123 reviews)
SLA Management

Service Level Agreement Management

88%
(Based on 67 reviews)
Attachments/Screencasts

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

91%
(Based on 118 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

91%
(Based on 116 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

93%
(Based on 126 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

92%
(Based on 122 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 154 reviews)
Notifications

Delivers notifications to both sides of the conversation.

89%
(Based on 154 reviews)
Targeted Emails

Sends automated emails to further engage clients and potential clients.

86%
(Based on 98 reviews)
In-App Messaging

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

89%
(Based on 122 reviews)
Internal Use
Customization

86%
(Based on 156 reviews)
Conversation Archiving

Archives conversations in a separate location for later reference.

90%
(Based on 141 reviews)
Lead Development

Enables employees to denote potential customers.

88%
(Based on 114 reviews)
Knowledge Base

Establishes a knowledge base for employee reference during conversations.

87%
(Based on 125 reviews)
Team Inbox

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

88%
(Based on 110 reviews)
Customer Profiles

Allows for the creation of profiles for contacts and customers.

84%
(Based on 111 reviews)
Communication Channels
Customer Portal

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

95%
(Based on 112 reviews)
Email to Case

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

93%
(Based on 115 reviews)
Chat/Live Support

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

95%
(Based on 134 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 106 reviews)
Call Center
Make, Receive, and Record Calls

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

88%
(Based on 39 reviews)
Customer and Contacts Database

Central repository for account and contact information

91%
(Based on 59 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

89%
(Based on 56 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 63 reviews)
Knowledge Base

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

91%
(Based on 90 reviews)
Ideas/Feedback

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

90%
(Based on 83 reviews)
Q&A

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

90%
(Based on 78 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 98 reviews)
Reporting

93%
(Based on 117 reviews)
Dashboards

93%
(Based on 120 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.

90%
(Based on 42 reviews)
Customization

86%
(Based on 156 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 45 reviews)
Internationalization

91%
(Based on 38 reviews)
Performance & Reliability

95%
(Based on 45 reviews)
Integration APIs

86%
(Based on 34 reviews)
LiveChat
(449)