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

"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

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.

"...It provides all of the functionality of calling into our call center in a more convenient package. . ...." Peer review by Jennifer H., Dispatch, Internet

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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.

"...The software integrates well with the website, and allows for controlled interaction with customers as they browse the website. . ...." Peer review by Michael L., Customer Support Professional

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What solutions does Livechat provide 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.

"...If your company website relies on your customers using a contact email form exclusively to ask questions, it can be an opportunity lost if they can't be troubled to send their query...." Peer review by Debbie M, Founder , Retail

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What makes Livechat ideal 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.

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

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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 like the ability to have instant online coorespondence and answers without having to wait on the phone or send an email and wait for response...." Peer review by Consultant

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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
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
Jonny Everett Director Of Customer Development The Chat Shop	We’ve demonstrated time and time again that when you put chatters who are highly trained and monitored, combined with a deep understanding of data driven decisions you can get amazing results. One of our property clients closed $4.4 million in sales over 9 months using our service. That’s the real ...potential of chat when done well. Testimonial By Jonny Everett
Tim Corona National Sales Manager Lift Kits 4 Less	There are quite a lot of undecided customers who want to know more about our products. LiveChat gives us a chance to respond quickly and sell the products to people who wouldn’t be willing to purchase, otherwise. I think we’re able to close 5–10 additional deals each day thanks to LiveChat Testimonial By Tim Corona

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
Jonny Everett Director Of Customer Development The Chat Shop	We’ve demonstrated time and time again that when you put chatters who are highly trained and monitored, combined with a deep understanding of data driven decisions you can get amazing results. One of our property clients closed $4.4 million in sales over 9 months using our service. That’s the real ...potential of chat when done well. Testimonial By Jonny Everett
Tim Corona National Sales Manager Lift Kits 4 Less	There are quite a lot of undecided customers who want to know more about our products. LiveChat gives us a chance to respond quickly and sell the products to people who wouldn’t be willing to purchase, otherwise. I think we’re able to close 5–10 additional deals each day thanks to LiveChat Testimonial By Tim Corona

Case Studies

Information Technology and Services

CASE STUDY SOFTSWISS

LiveChat helped SOFTSWISS boost conversions to over 5%, beating industry standards. The company used LiveChat and ChatBot to handle millions of chats and tickets each year. ChatBot now manages up to ...15% of chats, cutting transfers to human agents by 30%. SOFTSWISS eliminated missed chats and saved up to 5 minutes per chat. Customer satisfaction scores stayed high, between 80-90%.

Retail

CASE STUDY Sephora

LiveChat helped Sephora move their in-store customer experience online after closing stores in March 2020. Sephora used LiveChat to offer expert consultations and product advice to customers on their... website. The solution let customers get help from consultants without visiting stores. After using LiveChat, Sephora saw a 25% increase in average order value. Online consultations made up 1.7% of Sephora’s digital channel profits.

Computer Software

CASE STUDY Rushcliff

LiveChat helped Rushcliff improve customer communication for their Private Practice Software. Rushcliff added LiveChat to their website, knowledge base, and inside their product. Customers can now ge...t help with one click. The support team uses canned responses to answer questions faster. Customers like the new chat feature and give positive feedback. Rushcliff expects chat usage to grow as more clients update their software.

Internet

CASE STUDY SmugMug

LiveChat helped SmugMug improve customer support for photographers. Before LiveChat, SmugMug only offered email support and wanted a faster way to help users. LiveChat gave them instant chat, message... sneak-peek, chat transfers, and detailed reports. The support team now chats with customers 12 hours a day, Monday to Friday. With LiveChat, SmugMug reached a 94% customer satisfaction rate and handles over 1,000 chats each month.

Entertainment

CASE STUDY Wembley Stadium

LiveChat and ChatBot helped Wembley Stadium handle up to 8,000 customer inquiries a day. The AI-powered ChatBot managed 12,000 chats per month, reducing support tickets and speeding up responses. Sal...es teams now connect with qualified leads in seconds instead of days. In just eight months, Wembley generated $1.5 million in extra revenue using chat automation. Fans and clients get instant answers, making customer service faster and more efficient.

Consumer Electronics

CASE STUDY Sensorem

LiveChat helped Sensorem fix lost sales from missed chats. Their old chat tool let visitors leave if no one replied fast. After switching to LiveChat, Sensorem used chat greetings to engage more webs...ite visitors. The mobile app let staff answer questions anytime, even after hours. Sensorem doubled sales after installing LiveChat. Customer satisfaction rose by 10%. Average contract length and customer lifetime value grew by 5%. Monthly revenue increased by 20%.

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 .