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

"We wanted to provide a way for our customers to have almost instant access to our Support Heroes, so we looked into providing live chat access to them." - Barb Gates

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.

Livechat Customer wins, Customer success stories, Case studies

What makes Livechat ideal for Helpdesk Management?

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.

"...I like the live chat support which helped me get everything established in the beginning...." Peer review by Mark T., Trainer, Health, Wellness and Fitness

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Why is Livechat the best choice for 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.

"...The predictive text, the real time communication and engagement it allows with my customers and community...." Peer review by Adam Z, Film and Television Actor, Computer Software

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What makes Livechat ideal 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.

"...Quick responses and contact with the customers are crucial when it comes to the company s e-commerce business...." Case Study Lift Kits 4 Less

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What solutions does Livechat provide 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.

"...Faster response, improved customer support satisfaction...." Peer review by Dawn F, Executive Assistant To Vice President Sales, Non-Profit Organization Management

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Why is Livechat the best choice 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.

"...I have found recently, that customers are too impatient to send email or pick up the phone...." Peer review by David S., Computer Software

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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
Barb Gates Director Of Support Smugmug	We wanted to provide a way for our customers to have almost instant access to our Support Heroes, so we looked into providing live chat access to them. Testimonial By Barb Gates
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
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

CUSTOMERS	TESTIMONIALS
Barb Gates Director Of Support Smugmug	We wanted to provide a way for our customers to have almost instant access to our Support Heroes, so we looked into providing live chat access to them. Testimonial By Barb Gates
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
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

American Business and Technology University - Education

LiveChat helped American Business and Technology University organize student communication. Before LiveChat, staff struggled with emails, tickets, and Yahoo chats. The university chose LiveChat for i...ts easy setup and advanced features like chat history and analytics. LiveChat is now on every page and in learning platforms, with 24/7 support. The result was a 50% drop in phone calls and lower costs for returned calls. Students and staff praise the cleaner, faster support experience.

Appsvio - Computer Software

LiveChat helps Appsvio give fast, real-time support to their customers. Appsvio embedded LiveChat in their Jira apps and product pages. This lets users chat with the team while configuring features. ...Three co-founders, all Jira-certified, handle chats using the LiveChat mobile app. This support model gives instant help and inspires new product ideas. Customers get quick answers and better demo sessions, making them happier.

AutoAccessoriesGarage.com - Automotive

LiveChat helped AutoAccessoriesGarage.com boost conversions by 485%. The company wanted to give better customer support and reduce phone calls. They used LiveChat to answer questions about car parts ...and help with orders. Custom chat invitations led to a 30% higher chat interaction rate and a 5% increase in conversion rate. The team now handles more chats, extends service hours, and gives fast help to customers.

AWeber - Marketing And Advertising

LiveChat helped AWeber improve customer support. AWeber used LiveChat to offer 24/7 live chat and email support. The team used features like reporting, visitor tracking, and post-chat surveys. They c...apped agents at three chats to keep quality high. Customer satisfaction rose from 92% to 95% after using LiveChat. AWeber plans to use LiveChat for sales and quality assurance in the future.

BBB Boston - Government And Non Profit

LiveChat helped BBB Boston improve customer service by adding chat support to their website. BBB Boston used features like canned responses, reporting, and archives to make communication easier. Inte...grations with Facebook, join.me, and Google Analytics boosted their support efforts. The support team grew from 5 to 16 agents. BBB Boston now handles about 1200 chats per month, helping both consumers and businesses.

Benchmark - Marketing And Advertising

LiveChat helped Benchmark support users 24/7 and manage chats in multiple languages. Benchmark used LiveChat to route chats to the right department and language, improving customer service. The compa...ny saw a 25% increase in customer satisfaction, reaching 90% satisfied customers. LiveChat also helped Benchmark close more sales and retain customers. Benchmark’s agents liked the reporting and pop-up messages. The tool made it easy for customers to get help quickly.

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 .