Livechat: Use-Cases, Insights and Reviews | 2026 Cuspera

Name: Livechat
Brand: Livechat
Rating: 4.6 (9330 reviews)

4.59 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

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

See all use cases See less use cases

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

See all business priorities See less business priorities

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

"The nature of our products at Green Retreats generates a lot of questions. The ability for customers to get an instant and hassle-free reply to a quick query really benefits them. On chat, we can also turn these quick questions into meaningful conve...rsations with our customers, which was important to us as our reputation stands on our exceptional customer service." - Vari Vilson

Peer review evidence (same sources as the product rating summary)

"...You can easily access their help desk, and there is even a chat bot to assist...." Peer review by Richard T., Sales/Support/Specialist, Internet

"...Livechat gives us the ability to engage more directly with visitors to our site...." Peer review by Annabel D., Digital Marketing Executive, Computer Software

"...The Live Chat app fulfills the needs for live contact with our customers...." Peer review by Marion M., Customer service supporter, Apparel & Fashion

Livechat, Helpcrunch, Haptik, Gist, Tidio, 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 solutions does Livechat provide 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.

"...You can easily access their help desk, and there is even a chat bot to assist...." Peer review by Richard T., Sales/Support/Specialist, Internet

Read Reviews

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.

"...Livechat gives us the ability to engage more directly with visitors to our site...." Peer review by Annabel D., Digital Marketing Executive, 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.

"...The Live Chat app fulfills the needs for live contact with our customers...." Peer review by Marion M., Customer service supporter, Apparel & Fashion

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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.

"...Provide personalized 24/7 support and increase customer satisfaction using a powerful chat...." Web Live Chat Software & Online Customer Support

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What solutions does Livechat provide 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.

"...great for multi-tasking where it would otherwise be impossible to talk to 3 different prospects simultaneously, while even sending emails and on the phone!. Instant communication with prospects and current clients, simple interface. ...." Peer review by Julien O., Senior Business Development, Hospital & Health Care

Read Reviews

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
Vari Vilson Assistant Marketing Manager Green Retreats	The nature of our products at Green Retreats generates a lot of questions. The ability for customers to get an instant and hassle-free reply to a quick query really benefits them. On chat, we can also turn these quick questions into meaningful conversations with our customers, which was important t...o us as our reputation stands on our exceptional customer service. Testimonial By Vari Vilson
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
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

CUSTOMERS	TESTIMONIALS
Vari Vilson Assistant Marketing Manager Green Retreats	The nature of our products at Green Retreats generates a lot of questions. The ability for customers to get an instant and hassle-free reply to a quick query really benefits them. On chat, we can also turn these quick questions into meaningful conversations with our customers, which was important t...o us as our reputation stands on our exceptional customer service. Testimonial By Vari Vilson
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
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

Wembley Stadium - Entertainment - Large

London, UK

LiveChat and ChatBot helped Wembley Stadium handle up to 8,000 customer inquiries per day. The AI-powered solution resolved thousands of questions instantly, reducing support tickets and wait times. ...Sales teams now connect with qualified leads in seconds, not days. In just eight months, Wembley generated $1.5 million in extra revenue. Fans and clients get faster, more accurate answers during major events.

Valley Driving School - Education - Small

Vancouver, Canada

Valley Driving School used LiveChat Insights to manage thousands of weekly chats. The team grew from 2 to 20 agents as chat demand increased. Insights provided weekly summaries of top customer questi...ons, helping the team spot trends and improve their website. Alerts and reports enabled quick coaching and better staffing decisions. As a result, Valley Driving School improved response times and customer satisfaction.

University of Windsor - Education - Large

Windsor, Canada

LiveChat helped the University of Windsor Library reach 96% customer satisfaction. Students found the library catalog confusing, so the library added LiveChat to its website. Four full-time and four ...part-time staff use LiveChat to help visitors online. Features like message sneak peek and chat tags let staff respond faster and track common issues. Pre- and post-chat surveys help gather feedback and improve service. The library now provides quick, helpful support to students and website visitors.

Touch Support - Information Technology And Services - Medium

Indianapolis, USA

Touch Support used LiveChat to boost customer satisfaction by 11%. Before LiveChat, their satisfaction rate was 84%. After adding live chat, 24% of new customers came through chat, driving over 30% o...f expected revenue. Chat support cut issue resolution time from 34 minutes to just 9 minutes. The team now handles over 13,000 chats monthly with 57 agents across three offices.

Tier1FX - Financial Services - Small

Valletta, Malta

Tier1FX used LiveChat to improve customer service for forex traders. They installed chat software to offer fast, interactive support in five languages. The chat is managed by 15 trained agents and is... used for both support and sales. Customers value the quick responses and easy access to help. Tier1FX credits LiveChat with building customer trust and supporting their business growth.

STS - Entertainment - Large

Katowice, Poland

LiveChat helped STS handle 40,000–50,000 chats each month, even during peak match days. The support team reduced queue times by about 20% and kept customer satisfaction high at 82%. ChatBot resolved ...over 16,000 chats in seven months, freeing agents for complex issues. Misunderstood messages dropped from 22% to 13% in a year. STS used skill-based routing, priority support, and AI tools to deliver fast, human-centered service.

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 .