Updated: Dec 15, 2020
LiveChat is one of the top pieces of live chat software on the market today, allowing website owners to connect with website visitors almost immediately using a handy online chatbox. Yes, we know. There are plenty of helpdesk platforms on the market today. However, the unique thing about LiveChat is that it features the ability to integrate messages from all of your online channels into a single, functional dashboard.
Plus, it's pretty easy to boast about the available customization options.
While we are huge proponents of LiveChat here at CourseCreek, the question that we're here to answer today is,
"Is LiveChat right for your business?"
Continue reading to explore the pros and cons of this popular messaging software.
Pricing and Plans
There are three standard plans to get you started with LiveChat. All of the standard plans are available to purchase with either a monthly or annual subscription. At the bottom, we have the Starter Plan, which costs $16 per agent each month for an annual plan. Even for a "beginner" plan, the feature set is quite impressive.
One of the most obvious limitations of the Starter Plan is that it won't save your chat history for more than 60 days. The Starter Plan also lacks many of the quality reporting and customization features.
Go with the Team Plan at $33 per agent each month, and you get access to chat tagging, file sharing, and, of course, unlimited chat archiving. The Team Plan makes it easy to identify any customer pain points and have full-scale monitoring over your support activity.
Lastly, we have the Business Plan, which costs $50 per month. You get more advanced reporting options and chatbox SMS messaging. For an additional $20 per agent, you can add a single sign-on. If your business needs, even more, you can go with the custom Enterprise plan as well.
Problems LiveChat Can Solve
Example: Customers Without Direction
With LiveChat, Bill, a LiveChat customer service agent, can check customers' activity on the website. He takes note that Linda Davis has been spending quite a bit of time on a specific product page, so he decides to provide a bit of help to point her in the right direction.
It just so happens that Linda was unsure whether the dress she wanted to buy was true to size. Bill informs Linda that the dress is true to size, giving Linda the confidence to make her purchase. Linda ends up leaving positive customer service feedback.
Example: Slow Response
Dave wants to buy a new power drill, though he wants a bit more information on the company's return policy first. He would like an answer immediately, though is not a huge fan of customer service phone calls. Fortunately for Dave, he can start up a chat with a live agent. As Dave types in his question, Bill, a LiveChat agent, can already see what he is writing.
Dave's question is a pretty common one, meaning Bill can enter a message that he saved previously, saving the time he would spend writing it out again. Dave finishes writing his question, hits send, and receives a full response with a link to the return policy page within a minute or less.
Dave finishes the chat, purchases the product, and leaves a good review.
Example: Multiple Chats At Once
Bill is dealing with Robert and Amy when he receives a chat from Lucas. He checks the history and sees that Lucas was asking about the company's return policy. He now knows that Lucas is trying to return some shoes he purchased earlier that month. Because Jen, another LiveChat agent, is the one who deals with returns, Bill transfers the chat to Jen and tags it as "returns."
While there are plenty of noteworthy features to talk about, we'll start by pointing out how incredibly versatile the chatbox is all by itself. You can use it to share files, send calendar or button links, set up canned responses, schedule meetings, and much more. We love that it has the ability to transfer chats to different support agents.
If you run a business that has multiple departments, having this transfer feature is a lifesaver.
You can integrate all of your messages from every platform that your business uses into one single dashboard. Even with the starter subscription, you can use LiveChat on multiple websites and mobile apps.
The software comes complete with various premade surveys, which you can send to your customers after they hop off the chat. Of course, you can create custom surveys if you choose as well. Surveys are wonderful for ensuring high-quality customer support at all times.
For the most part, the LiveChat web app is straightforward to use. The messaging interface is self-explanatory and looks similar to Facebook's messaging application. You get a full overview of your current and queued chats in a single, easy-to-read column, which sits on the left.
On the right side, you get a detailed customer message overview to see what pages of your site they are on or have visited, what platform they are messaging you from, and whether they are a new customer or not.
LiveChat further expands its capabilities with a list of great add-ons and integrations. Here are some of our favorites:
Zoom: With LiveChat, you can make Zoom calls with your customers instantly.
Stripe: Collect payments from within the chat system
Calendly: Book appointments and meetings with customers from within the chat.
If you want to expand your LiveChat usage, you can purchase the HelpDesk Add-On, a robust, professional-grade helpdesk system that converts your live chats straight into tickets.
KnowledgeBase is another LiveChat tool, which provides an easy way for you to manage and share your team's internal knowledge to build a public help center. With KnowledgeBase, you get a chat widget that provides customers with quick access to your assortment of help articles, all from within the sidebar.
Some of the features of KnowledgeBase include:
AI Suggestions: Gives you a way to suggest relevant articles based on typical customer questions.
Article Management: Organize helpful content by topic so that both agents and customers can easily find the information they are looking for.
Actionable Insights: Use customer feedback and Google Analytics to improve articles and fill any gaps in your content.
Simple Text Editor: Create helpful content with little effort, including text, images, GIFs, videos, and more.
Because your chat agents won't likely stay online 24/7, having a chatbot to do the work for you can make things much easier. Any missed chat or email can receive a reply using the LiveBot.
LiveBot can handle multiple customers at once. What it might lack in personality, it makes up for in engagement. The point of LiveBot is that it can help visitors get to where they need to go as soon as possible.
One of the main priorities in software today is security. Fortunately, LiveChat is very serious about Security, protecting every chat with 256-bit encryption. Both Team and Business Plan users can create a two-factor authentication system for their chats. One downside is that the Starter Plan does not offer that same sort of security.
However, all users can set an IP address limit so that unauthorized users cannot log in to LiveChat and use the support line.
There is a lot of helpful information that can be gathered from these live chats.
Where are the visitors coming from?
How long did they chat for?
Are the agents performing at an optimal level?
All of these questions can be answered through LiveChatInc. The software provides statistics, which can be used to improve the quality of overall chats if needed. You'll be able to see whether or not you have enough agents online to handle the number of visitors, thanks to real-time metrics.
LiveChat sends out analytics reports to give you a better understanding of what's going on. Of course, customers can leave helpful feedback to let you know if the chat experience has improved as time went on.
LiveChat has an excellent support system, as you would likely expect from a customer support company. In fact, LiveChat uses its own software to provide live support to its customers around the clock. Beyond that, the help center on the company's website provides tons of helpful information, including detailed tutorials and screenshots meant to help troubleshoot common issues.
So, How Do Agents Use LiveChat?
Agents using LiveChat will begin by logging in and deciding when they want to accept chats coming through. Agents can then decide whether live chat are distributed manually or automatically.
You can also set up LiveChat to automatically provide welcome messages, helping to optimize the chat experience. Some of the additional automation features include canned responses and pre-chat questions.
If one agent runs into any problems, they can simply transfer the site visitor to a different agent to deal with unresolved issues.
Users can leave helpful feedback near the end of every live chat, providing helpful data for growth. LiveChat sends out tickets and follow-up emails to every client post-live chat if the problem was not solved. Tickets buy a bit more time for your agents and set reminders to get back to the person in question so that no potential customer is ever forgotten.
Built-In HelpDesk/Ticketing Features
One of the reasons that CourseCreek decided to go with LiveChat is that it comes with basic HelpDesk/Ticketing features built-in. With all of these features readily available, there is no need to purchase third-party helpdesk software or spend tons of money on LiveChat's HelpDesk software.
In our eyes, HelpDesk software is typically unnecessary for small business owners.
It is pretty rare to find a trouble ticket system built into your standard chat system, meaning you get an incredible value with the standard LiveChat software alone.
Pros and Cons of LiveChat
Top-Notch Customer Service: With LiveChat, your staff essentially has "all of the answers." They can transfer to various team members with a better experience in different fields, answer multiple questions at once, and much more, all without the customer ever knowing.
Improved Visitor Experience: Visitors will never have to deal with arduous phone calls or additional contact forms, thanks to this simple text box messaging system. LiveChat helps provide clear answers without miscommunication.
Instant Feedback in Real-Time: The answers are quick with LiveChat, unlike with email support. Visitors can find what they are looking for efficiently.
Pro-Active Communication: One of the most significant advantages of LiveChat is the ability for agents to get in contact with website visitors proactively. When it comes to sales and upsells, LiveChat can be a powerful tool.
Data-Analyzing: It's effortless for agents to log answers for review, far more than it would be with phone support. When it comes to monitoring the quality of agent responses or gathering analytics, this software reigns supreme.
Not One-Size-Fits-All Software: Some people, especially computer users who aren't very tech-savvy, might not like chat support. In fact, they might want to talk to a real person. We highly recommend having LiveChat in addition to email and phone support.
LiveChat is one of the most powerful and flexible pieces of live chat software on the market today. It allows users to message customers across multiple online channels at one, integrating chats from various services. The software is easy to work with and even provides versatility for larger companies with multiple support agents spread across specialized departments.
Of course, the price tag might be a bit high for some. Though, if you are seeking out a high-quality chat messaging system, one that we can stand by after years of use, then we highly recommend setting up an account with LiveChat.
Follow the link here to the LiveChat main page to try it for yourself.