What do you like best?
LiveChat is the gold standard for customization, either by cloud or server. Our call center used the in-house server solution to launch credit union data processing member (end banking customer) support. We migrated to a solution on the cloud because it is the only complete solution to customized both prioritized routing and skill based routing, with multiple agents and skill sets. No other solution will allow you to effectively set skill levels, or use multiple locations with rollover or business after hours. It also does push chat as optional, on multiple channels, which avoids the ¨support request trap¨ for push vs pull chats on support pages. (You want push on sales pages, and pull on non-revenue support pages, like tech support or banking balances.)
What do you dislike?
Two general areas of concern: First, the technical support was outside the United States. I will disclose they even missed a meeting with our CEO after agreeing to it. The time change for engineering level support in mid-eastern Europe was challenging, but language barrier was never an issue. Engineers are thoughtful and proactive, but they seem to choose to ignore the requests that are either non-revenue/time consuming, or they consider out of scope but are in the contract as far as we can see. If the request was deemed trouble, I fear we were treated like the ¨office problem child.¨ The solution to this is to an internal IT willing and able to handle the support, coding and documentation, and only buy the cloud version if you want upgrades at all...
The final challenge was pricing, since we were FORCED to migrate to cloud, almost held hostage, as they would not allow us the expansion products with an older site license (server). I recommend the company credit any prior server license purchase, dollar for dollar, migration upgrades. The missed CEO meeting was about discounting our migration, of course! We had to migrate to WebEx for pricing, and dismantle our hopes of the complexity needed. Caution: WebEx says they can do things, but they CAN´T, the sales people don´t understand the chat product with has push but is not nearly as complex as Live Chat.
Recommendations to others considering the product
Carefully compare with others. If you need complex routing, skills and sales you MUST use this one. WebEx will lie to you about pricing, and features, because sales team is clueless so talk to EXISTING users of the chat. Ask for a LIVE tour of an operating client interface.
What business problems are you solving with the product? What benefits have you realized?
In serving credit unions (client) and their members (banking end customers), we were hard pressed to find the scale ability, route ability and skill ability we need. We needed to provide three complete solutions to credit union on B2B: Complete outsource of chat, complete hosted chat solution, and chat as a backup (shared) based on business hours, skills or contact reason. This means host ability, scale ability skill ability and even skill levels, across many channels, topology and locations. Certain hours we needed to back some clients up. It would be a hot mess without the customization and scope of Live Chat core products.
We also need three channels: Our in-house support/sales (as well as for our CUSO partners); Internet banking support; and, sales support for clients to members. The complexity grows as do the channels.
We also needed a secure URL platform to disseminate logged in, verified online banking clients. In the end, credit union members wanted things that were not appropriate for chat, or for the channel they used, causing member frustration that could not be overcome.