Livechat: Product updates, Customer stories, and Insights | 2026 Cuspera

Name: Livechat
Brand: Livechat
Rating: 4.59 (9330 reviews)

4.59 5

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(9330)

Customer stories

LiveChat helped Fox Rent A Car boost car reservations by adding real-time chat support. The company launched LiveChat with five agents, quickly expanding to ten, and now 36 agents handle up to 800 chats daily. Features like message sneak peek and canned responses let agents manage high chat volumes and improve customer experience. LiveChat opened a new sales channel and made it easier for customers to book rentals online. Fox Rent A Car saw immediate customer adoption and increased sales opportunities.
LiveChat helped Lift Kits 4 Less boost sales on their Magento ecommerce store. The company used LiveChat to answer customer questions fast, closing 5–10 extra deals daily. They tracked customer activity and improved support with features like visitor monitoring and automated greetings. Integration with Magento was quick and easy. Lift Kits 4 Less now handles dozens of queries daily and maintains 90% customer satisfaction.
LiveChat helped Pioneer Millworks increase its average opportunity value by 16%. The company integrated LiveChat with Shopify and Salesforce, making sales and customer service work together. This let agents answer questions faster and help customers get product samples quickly. Automated greetings and real-time cart help improved customer engagement. The result was more closed projects and higher conversion rates.
LiveChat helped American Business and Technology University cut phone calls by 50%. The university used LiveChat to organize student communication and reduce chaos from emails and tickets. The support team now tracks performance with the LiveChat dashboard and uses chat history for staff training. Students prefer chat for support, lowering returned call costs. LiveChat keeps communication clear and helps staff respond quickly.
LiveChat helped Cabins of the Smoky Mountains speed up customer service and boost sales. The company needed faster response times for booking and guest questions. LiveChat's canned responses and message sneak-peek features let agents reply quickly. Managers use goals and reports to track chat effectiveness and agent performance. The mobile app keeps management updated on the go. LiveChat improved guest satisfaction and made booking easier.
LiveChat helped SmugMug boost customer satisfaction to 94%. Before LiveChat, SmugMug only offered email support and needed a faster way to help users. LiveChat gave them instant chat, message sneak-peek, chat transfers, and chat reports. The support team now handles over 1,000 chats each month. Customers get quick help, and SmugMug tracks satisfaction and response times.

Product Business Settings

Livechat is popular in Retail, Computer Software, and Internet industries and is widely used by Small Business, Mid Market, and Enterprise.

Integrations

Help Desk

CRM

Marketing Automation

Email Marketing

Livechat Product Overview

LiveChat® enables businesses to engage with customers in real-time, enhancing both ecommerce and B2B interactions. Teams can quickly set up the intuitive interface, facilitating seamless customer support and sales. The AI-driven chatbots automate routine inquiries, allowing staff to focus on complex issues. LiveChat® also integrates with various tools to support business growth, offering insights into chat performance and customer satisfaction. A surprising detail is the inclusion of Copilot, which boosts team efficiency directly within the app. This software is a go-to solution for businesses aiming to elevate their customer service standards.

How satisfied the customers are with Livechat use-cases

Reviews

"LiveChat offers the flexible cost structure. What also influenced our decision is the integration with Drupal and the easy access to the statistics." - Justin Nedd

"LiveChat has been very willing to work with us in furthering our efficiency. We’ll soon roll out a verification system compatible with LiveChat that will save us roughly $6,000 worth of time per month just by being able to authenticate someone by se...eing that they’re logged into their online banking. Our relationship with LiveChat is very valuable to us because of efficiencies like those" - Aaron Hicks

Livechat Customer Insights, Testimonials and Case Studies

How can Livechat enhance your Helpdesk Management process?

Livechat provides a helpdesk platform that facilitates communication between agents and web visitors. It enables file sharing, chat transcripts, social media integration, and performance analytics. Limitations include a lack of customizable automated messages.

"...CHAT TRANSCRIPTS - Livechat backs up every message conversation between the helpdesk team and visitors to our website .Ensuring..." Peer review by Adenike O., Information Technology Specialist

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How does Livechat facilitate Engagement Management?

LiveChat Engagement Management empowers businesses to proactively engage website visitors with customizable chat tools and greetings. The platform enables personalized interactions through targeted chat invitations and facilitates follow-up communication with missed inquiries. However, the platform may experience occasional delays in live chat interactions.

"...If your company profits enough to pay for Livechats' pricing then I'd say this would be a good fit for your company since it offers a ton of endless features and has a built-in ticket system so when your staff is offline, users are able to be followed up the next business day...." Peer review by Mark J, Presenter

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What benefits does Livechat offer for Contact List Management?

LiveChat facilitates direct contact with customers, providing real-time communication and insights into customer behavior. The software offers features to personalize the customer experience and streamline customer service operations. However, the software can be prone to performance issues, leading to interruptions in communication.

"...In the last 12 month's we have had over 25,000 customer contacts through chat/ ticket...." Peer review by Administrator

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How efficiently Does Livechat manage your Customer Feedback Management?

LiveChat provides customer feedback management through post-chat surveys, allowing businesses to gather insights into customer satisfaction and service perception. The platform offers a range of metrics, including chat satisfaction, average chat duration, and agent activity, enabling businesses to monitor performance and identify areas for improvement. LiveChat's reporting capabilities are currently limited to weekly data, lacking information on peak support hours.

"...It's easy to integrate this with your website and to get feedback from customers who would normally bounce without providing any form of feedback. ...." Peer review by Verified Reviewer, Financial Services

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What benefits does Livechat offer for Communication Management?

Livechat Communication Management enables businesses to engage with customers in real-time, reducing response times and improving customer satisfaction. It provides insight into customer queries before they are submitted, enabling proactive support. The system has limitations, including occasional message delivery delays.

"...Livechat sneak-peek feature gives us a look into our customers mind by showing us what our customers typing, before they send us a message...." Peer review by Olufunke O., Banking

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What is Livechat?

LiveChat is a simple online chat solution for businesses, allowing their customer service professionals to contact customers who are seeking information on the website directly. The platform enables businesses and their team to talk with clients and potential customers directly on their websites and in real-time.

The key features of Livechat include webchat window, analytics and reporting, simplistic usage and availability of detailed analytical reports. Other important features are customization features, customer engagement, multiple chatting and eCommerce tools, ticketing system, advanced integration facilities, and multiple applications. Along with core live chat functionality, it has a wide range of add-on modules, including some for sales and marketing automation, and integrations with third-party customer relationship management (CRM) platforms.

Businesses can install LiveChat on multiple websites and can connect with the larger audience. Customers can also be invited to the chatbox by sending the chat link to them via email and text messages. Each chat is automatically graded based on the analysis of the responses given by the customers. LiveChat is a customizable solution, allowing users to add different themes and colours to their chat windows. It offers customer support via chat, email and phone.

What is Livechat used for?

Livechat is a Live Chat Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Engagement Management and Contact List Management .

What are the top features of Livechat?

Personalization, Ticketing and Alerts: popups & Notifications are some of the top features of Livechat.

Who uses Livechat?

Livechat is used by Retail, Computer Software and Internet among other industries.

What are Livechat alternatives?

Helpcrunch, Haptik, Smartsupp and JivoChat are popular alternatives for Livechat.

Where is Livechat located?

Livechat is headquartered at One International Place Suite 1400 Boston, MA 02110-2619.

11 buyers and buying teams have used Cuspera to assess how well Livechat solved their Live Chat needs. Cuspera uses 9330 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Live Chat needs.

CUSTOMERS	TESTIMONIALS
Justin Nedd Chief Executive Officer Gtt	LiveChat offers the flexible cost structure. What also influenced our decision is the integration with Drupal and the easy access to the statistics. Testimonial By Justin Nedd
Aaron Hicks Member Assistance Center Service Supervisor Greenstate Credit Union	LiveChat has been very willing to work with us in furthering our efficiency. We’ll soon roll out a verification system compatible with LiveChat that will save us roughly $6,000 worth of time per month just by being able to authenticate someone by seeing that they’re logged into their online banking.... Our relationship with LiveChat is very valuable to us because of efficiencies like those Testimonial By Aaron Hicks
Roberto Jimenez General Director Unimart	LiveChat helps with the former by enabling Unimart’s agents to answer all questions regarding order statuses or even basic issues like how to order a product. It’s also helped in turning first-time ecommerce buyers into frequent ecommerce buyers. Testimonial By Roberto Jimenez

CUSTOMERS	TESTIMONIALS
Justin Nedd Chief Executive Officer Gtt	LiveChat offers the flexible cost structure. What also influenced our decision is the integration with Drupal and the easy access to the statistics. Testimonial By Justin Nedd
Aaron Hicks Member Assistance Center Service Supervisor Greenstate Credit Union	LiveChat has been very willing to work with us in furthering our efficiency. We’ll soon roll out a verification system compatible with LiveChat that will save us roughly $6,000 worth of time per month just by being able to authenticate someone by seeing that they’re logged into their online banking.... Our relationship with LiveChat is very valuable to us because of efficiencies like those Testimonial By Aaron Hicks
Roberto Jimenez General Director Unimart	LiveChat helps with the former by enabling Unimart’s agents to answer all questions regarding order statuses or even basic issues like how to order a product. It’s also helped in turning first-time ecommerce buyers into frequent ecommerce buyers. Testimonial By Roberto Jimenez