Livechat: Use-Cases, Insights and Reviews | 2025 Cuspera

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

4.59 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

(9330)

LiveChat | Live Chat Software and Help Desk Software

AI Powered

Livechat 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.

Use Cases

Customers recommend Helpdesk Management, Engagement Management, Contact List Management, as the business use cases that they have been most satisfied with while using Livechat.

Other use cases:

Customer Feedback Management
Communication Management
Generation Of New Leads
Social Media Management
Lifetime Value Management
Rating And Review Management
Knowledge Management

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Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Livechat.

Other priorities:

Increase Sales & Revenue
Improve Internal Communications
Improve ROI
Improve Brand Engagement
Improve Digital And Social Presence
Improve Efficiency
Build Brand Awareness
Scale Best Practices
Reduce Bounce
Improve Visibility
Increase Average Basket Value
Grow Market Share
Improve Consistency
Increase Customer Life Time Value
Enter New Markets Internationally Or Locally
Launch New Products

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Livechat Use-Cases and Business Priorities: Customer Satisfaction Data

Livechat works with different mediums / channels such as Chat. Website. and Phone Calls.

Livechat's features include Personalization, Ticketing, Alerts: Popups & Notifications, etc. and Livechat support capabilities include Email Support, Phone Support, 24/7 Support, etc. also Livechat analytics capabilities include Analytics, and Custom Reports.

Reviews

"A lot of people prefer to chat instead of calling in 5 AM. Also, all the information can be sent to their email more quickly." - Geno M

Livechat, Helpcrunch, Haptik, Smartsupp, JivoChat, etc., all belong to a category of solutions that help Live Chat. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

LiveChat is an all-in-one live chat app for e-commerce to support and sell simultaneously. Trusted by over 37,000 businesses, a free trial can be started today.

Popular Business Setting

for Livechat

Top Industries

Retail
Computer Software
Internet

Popular in

Small Business
Mid Market
Enterprise

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

Comprehensive Insights on Livechat Use Cases

How does Livechat address your Helpdesk Management Challenges?

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 efficiently Does Livechat manage your 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.

"...LiveChat's engagement graphic have been useful in making more website visitors be aware of the presence of the LiveChat support interface...." Peer review by Anthonia Aveh, Senior Customer Service Officer, Fidelity Bank Ghana

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How can Livechat enhance your Contact List Management process?

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.

"...LiveChat is used by the helpdesk team and it has helped us respond to queries from partners and clients at a faster pace than the traditional means of contact like telephone calls or even emails...." Peer review by Rosemary Nkonde, Helpdesk Analyst, Genpact

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What benefits does Livechat offer for 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.

"...Get specific feedback with short surveys showing after each chat. ..." Chat Tools for Customer Service

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How does Livechat address your Communication Management Challenges?

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.

"...To add, LiveChat regularly publishes reference materials including blog posts, whitepapers and an interactive benchmarking report which allows up to stay up to date with the industry, implement best practices as well as benchmark ourselves against the industry...." Peer review by Verified Reviewer, Information Technology and Services

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64+ more Business Use Cases

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.

Customer Testimonials

CUSTOMERS	TESTIMONIALS
Geno M Customer Service Leader Montway Auto Transport	A lot of people prefer to chat instead of calling in 5 AM. Also, all the information can be sent to their email more quickly. Testimonial By Geno M
Chris Henrich Director Of Customer Solutions Aweber	It was immediately clear that the customer service team at LiveChat would be a clear differentiator. Concise, prompt, and thorough support was a welcome change. Testimonial By Chris Henrich
Michal Haze Head Of Customer Experience Kinguin	It has significantly helped us assist more customers and received mostly positive feedback from the users. We will certainly put more effort into this area and keep on developing bots — we want to make them more advanced, more human-like. We also want to improve their satisfaction rate. Testimonial By Michal Haze

CUSTOMERS	TESTIMONIALS
Geno M Customer Service Leader Montway Auto Transport	A lot of people prefer to chat instead of calling in 5 AM. Also, all the information can be sent to their email more quickly. Testimonial By Geno M
Chris Henrich Director Of Customer Solutions Aweber	It was immediately clear that the customer service team at LiveChat would be a clear differentiator. Concise, prompt, and thorough support was a welcome change. Testimonial By Chris Henrich
Michal Haze Head Of Customer Experience Kinguin	It has significantly helped us assist more customers and received mostly positive feedback from the users. We will certainly put more effort into this area and keep on developing bots — we want to make them more advanced, more human-like. We also want to improve their satisfaction rate. Testimonial By Michal Haze

Case Studies

Transportation/Trucking/Railroad

Case Study Montway Auto Transport

How Montway Auto Transport Customers Choose LiveChat over the Phone

Retail

Case Study Sephora

How Sephora Uses LiveChat To Grow Sales and Increase Customer Satisfaction

Information Technology and Services

CASE STUDY SnapCall

LiveChat's SnapCall app increased customer satisfaction and sales by 15% and reduced call handling time by 30%, ultimately leading to improved customer service and agent productivity.

Retail

Case Study Unimart

How Unimart Excels in Customer Service by Using the Data Available in Customer Insight

Financial Services

Case Study GreenState Credit Union

How GreenState Credit Union Substantially Lowers Their Overall Cost per Interaction by Using LiveChat

Construction

Case Study Green Retreats

How Green Retreats Uses LiveChat to Control the Flow of Communication into the Sales Office

How to Add a Live Chat To Your Website? WordPress | Customization

Frequently Asked Questions(FAQ)

for Livechat

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 .