LiveChat Review: Pricing, Details, and Features!January 25, 2021
LiveChat helps approximately 27,000 users around the world answer their questions every day. Big companies like PayPal, IKEA, and Adobe all trust their services, and for good reason: Unlike email or FAQ support, installing live chat softwares can provide users with a real-time, direct experience.
Fast support means more satisfaction, more trust, and even more sales.
Of course, you can also provide phone support, but chat support has some advantages that phone support cannot provide.
First of all, you don’t need expensive phone lines or complicated technical settings, and because you work on the screen, LiveChat allows you to share links, images, and videos.
What do you say? A picture is worth a thousand words.
LiveChat can be integrated on any website. All you have to do is copy and paste a piece of code.
If you use popular CMS, such as WordPress, Shopify, etc., you can even use plugins and apps to integrate LiveChat without having to fiddle with code.
Currently, you can also connect Facebook Messenger directly with LiveChat. The main advantage is that your agency does not need a Facebook account.
In addition, you will not miss any news because you can handle everything from one place.
Other social media channels such as Twitter, Instagram, or WhatsApp are not currently supported, but you can vote to add them in the future.
Why do you need to add live chat to your site?
Live chat is one of the fastest ways to respond to visitors to your website. It is faster than email and phone.
Adding a live chat option to your site allows your users to pop a question in their minds.
Moreover, your immediate response makes communication very enjoyable!
In most cases, live chat is used for support and sales. If you are a company that sells certain products and services, you need to chat online to get support and sales information.
When customers solve problems while using the product, they can immediately contact you through real-time chat. Then you can provide immediate help.
This enhanced communication method will definitely enhance your impression in the minds of users.
And, in the long run, it will definitely pay off when they share this with word of mouth and other media.
At least, they will become your customers before you start your business.
Live chat is very suitable for potential customer generation and sales because when you know that users are interested in the product, you can direct them directly to the checkout page.
Many users give up the idea of buying a product just because they can’t find any supplementary information. Therefore, you can capture each such user and convert it into a customer.
In short, real-time chat can enhance user experience, engagement, lead generation, and sales.
This is a simple and effective way to grow your business and achieve success.
How much does LiveChat cost?
The basic LiveChat plan is a Starter. Suitable for a small office or home office needs. You can create unlimited agent accounts, but only 60 days of chat history and basic chat customization are allowed.
If you need unlimited chat history and complete chat customization, you need to buy a team plan at least.
For each logged-in agent, Starter charges $16 per month.
Second, the team plan is for full-time support teams. It allows you to create unlimited agent accounts, view unlimited chat history, complete chat customization, and basic reports. The cost of each login agent is $33 per month.
Third, the business plan is the most popular plan. Suitable for large companies to organize customer service departments.
It has more advanced functions than team planning, such as work planning procedures, staffing forecasts, etc. The monthly fee for each logged-in agent is $50.
The most expensive LiveChat plan is called Enterprise. It has the most advanced features. It is designed for Fortune 500 companies or similar companies. Each logged-in agent charges $149 per month.
LiveChat provides 24/4 dedicated support through live chat. In addition, it has a rich knowledge base, including tutorials, web seminars, etc., which can help you solve any problems you encounter when using this software.
Seats and agents
In the past, LiveChatInc limited seats but not seats. You can add as many seats as you want, but a seat can only accommodate one seat at a time.
Unfortunately, now, you have to pay for each agent, so the cost is much higher for companies with many agents.
Adding other agents is very flexible. You can add them to any plan as needed.
How does the agent work with LiveChat?
As an agent, you can log in and determine when to accept live chat. From then on, you can decide whether to distribute the chat automatically or manually.
To make the chat experience more efficient, you can automate welcome messages, pre-chat questions, and use canned responses for repeated sentences.
If the chat agent encounters a problem, he can transfer the visitor to another agent to solve the problem.
At the end of each chat, users can leave their feedback. In case you cannot resolve the issue, LiveChat will open the ticket and automatically send a follow-up email to the customer.
This will help you save time, and more importantly, it will avoid angry customers because you forgot to contact them!
Your chat agent is unlikely to be online 24/7. So, what if you don’t have staff working around the clock? You can reply to any missed chat via email, or you can use a chatbot.
Another advantage of chatbots is that they can handle multiple customers at the same time. Of course, it’s not very personal, but it can help your visitors get answers right away.
So what are the disadvantages of adding chatbots? Basically, this means additional costs. Chatbots are not part of any LiveChatInc program. They start at $50 per month and require a free seat.
Live chat report
You may want to know how your chat session is actually performed. How long have they been? Where do my visitors come from? How is the chat quality of the agent? and many more.
LiveChatInc can help you solve all these problems. Their statistics will tell you whether your quality has improved or is getting worse. With real-time metrics, you can instantly see how many visitors are online and whether you have enough staff to handle all visitors.
LiveChat will also send you a report to understand what happened. For example, since customers can leave feedback, you can see if the situation has improved over time.
Or are there some tricky cases that can be solved better? The report is part of its team’s plan and even higher.
How safe is LiveChat?
Since you can collect sensitive user data, it is absolutely necessary to have high-security standards. Therefore, LiveChatInc uses 256-bit SSL encryption to protect each session.
To avoid misuse of credit cards, LiveChat will block credit card numbers and do not store data. Due to different laws and regulations, data can be stored in the United States or the European Union.
There are many ways to protect the security of your account: if you are tired of remembering your new password, log in with your Google account; add another layer of security through two-step verification; or restrict access through IP restrictions.
This means that only users with a specific IP address can log in.
In general, both users and agents can benefit from high security standards.
LiveChat Inc support
I think it’s not complicated to understand the product after adding it to the website. However, support is always critical. As you might expect, live chat. All plans also include email support and telephone support.
The top plan “enterprise” has some unique features, such as providing product training, legal assistance, and key account managers for your agents.
Even if you can use LiveChat in other languages, their support is in English.
LiveChat is one of the products we thoroughly like. It’s really easy to use, and it’s fun. Compared to most other real-time chat tools that we have run on the site before, even if we use the same settings (automatically triggered after 3 minutes), compared to LiveChat, the number of chat requests always increases, and we are also surprised.
The ticketing system is a function that allows them to stand out from the competition. Offline messages enter this channel directly, and your team can process offline messages more easily through different states (open, pending, resolved).
It is not the cheapest live chat software, but it is definitely one of the best. Their support is top-notch, and at the risk of repeating themselves, their user experience with the software is great. If Apple ever considered buying real-time chat software, I think it should be the case.