What do you like best?
I liked the ability to upload files and/or pictures (file sharing), as well as the ability to link the person you were chatting with to the specific page that you were viewing. I enjoyed being able to go back and view a saved chat, or to go over the entire conversation. I liked the feature of real time visitor monitoring. The knowledge base feature was also very helpful, you can send the users documents such as instructions, shipping policies, warranty policies, etc.
Social media integration (not sure if this is the proper word) is an awesome feature, because it allows visitors to create chats/tickets from Facebook or Twitter for example. I'd say the vast majority of my customers (or potential customers) use Facebook so this is a very helpful thing to have.
What do you dislike?
I wish there was a feature that would send an email notifying you of messages and/or chats received while offline. I would go offline after being idle for some while and wouldn't realize there were messages, etc until later on. One other con is that there is no web platform, no video chat feature, and administrators cannot view chat sessions (of employees, for example) to my knowledge. Other than the few things I've listed here, I am very pleased with LiveZilla.
Recommendations to others considering the product
If you are looking for a full featured, FREE chat program or if you're looking to only pay a one time fee to upgrade, look no further. LiveZilla has all the features that a more expensive and less user friendly program has.
What business problems are you solving with the product? What benefits have you realized?
I have realized more people need help on our website than I thought. It's easy to communicate with customers or potential customers without the need of them picking up the phone and calling. Communication is faster because you can also be reached by customers or potential customers on social media, as I'd mentioned earlier.