LiveChat is one of the most established customer communication tools on the market, known for its fast chat service and customizable widgets.
As real-time customer service becomes the norm, platforms like LiveChat are playing a bigger role. This is especially true since 51% of customers say they’re more likely to return to brands that offer live chat support (Kayako).
In this review, we’ll break down LiveChat’s core features, pricing, pros and cons, as well as where it fits best so you can decide if it’s the right tool for you.
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What is LiveChat?
LiveChat is a messaging tool that helps businesses connect with people while they’re browsing the website. It’s made for real-time conversations, so teams can step in right away when someone has a question. There’s also a ticketing feature for follow-ups and some basic automation to handle simple tasks.
The company behind LiveChat started in 2002 in Poland. Since then, it’s grown steadily: as of 2024, it reported a twelve-month (TTM) revenue of approximately $87.5 million.
Now LiveChat also offers a few additional products, like a chatbot builder and a help desk tool. But live chat remains the main product, and it’s known for being dependable and easy to get started with.
LiveChat doesn’t try to be an all-in-one platform. Instead, it focuses on live messaging and does that well. Some competitors offer more advanced automation, but LiveChat often appeals to teams that just want something straightforward and reliable.
LiveChat: Key features
LiveChat is built to help support teams stay responsive without making things complicated. It focuses on tools that make conversations easier to manage. This allows agents to stay on top of requests while giving customers a better experience. Everything is designed to feel intuitive, from how chats are organized to how teams track what’s happening in real time.
Real-time chat
- Instant messaging capabilities: LiveChat enables businesses to connect with website visitors instantly, allowing support agents to respond promptly to customer inquiries. This real-time communication enhances the user experience and can lead to increased customer satisfaction and conversions. In fact, our own research shows that around 41% of users prefer real-time customer communication via live chat.
- Chat window customization options: LiveChat offers extensive customization for the chat widget, allowing businesses to tailor its appearance to match their brand identity. Users can adjust colors, themes, and positions of the chat window, ensuring a cohesive and branded customer experience.
- Message sneak-peek and typing indicators: Allows agents to see what a visitor is typing before the message is sent. This enables agents to prepare responses in advance, reducing response times and improving the efficiency of customer support.
Chat routing and queuing
- Automated chat distribution among agents: LiveChat automatically assigns incoming chats to available agents based on predefined rules. You can set up routing rules based on factors like agent availability, department, or customer location.
- Queue management for high-traffic periods: During busy times, LiveChat’s queue management system places visitors in a waiting line when all agents are occupied. The system also informs customers of their position in the queue and estimated wait times.
Canned responses and chat tags
- Predefined replies for common queries: LiveChat allows agents to use canned responses—pre-written messages—for frequently asked questions. This speeds up response times and ensures consistency in communication.
- Tagging system for organizing conversations: Agents can assign tags to chats, helping categorize and retrieve past conversations easily. This organization aids in tracking issues and streamlining follow-ups.
File sharing and chat transcripts
- Ability to send and receive files during chats: Both agents and customers can share files directly within the chat window, facilitating the exchange of documents, images, or other necessary files.
- Access to chat history and transcripts: LiveChat stores chat transcripts, allowing agents to review past interactions for context or training purposes. Transcripts can also be emailed or exported as needed.
Chatbot integration
LiveChat integrates directly with ChatBot, giving businesses a way to automate replies to common questions and keep support running around the clock. Chatbots can manage several conversations at once, helping teams handle higher volumes without feeling stretched. For businesses that want to scale without adding more agents, this kind of automation can be a huge help.
The platform also supports AI-driven chatbots that improve over time. By learning from past interactions, they can give more accurate answers and handle more complex queries. It’s a practical way to boost responsiveness without sacrificing quality.
Read more: Check out our full guide on AI chatbot integration.
Multi-channel support
LiveChat connects with popular communication channels like email, Facebook Messenger, and WhatsApp, making it easier to reach customers where they already are. Instead of juggling multiple tools, teams can manage everything in one place.
With multi-channel customer service, all incoming messages land in a shared inbox, no matter where they come from. That means agents can respond faster and keep conversations organized without jumping between platforms. It’s a cleaner and more efficient way to handle support across channels.
Read more: Here are key features to look for in a multilingual live chat solution.
User interface and experience
- Dashboard layout and navigation: LiveChat features a clean and intuitive dashboard, making it easy for agents to navigate conversations and manage settings.
- Mobile app usability: The mobile app ensures that agents stay connected and respond to customers on the go, maintaining support quality outside the office.
Integration and compatibility
LiveChat works well with a wide range of tools, offering over 200 integrations across categories that include CRM, ecommerce, and marketing. It connects with platforms such as Salesforce, HubSpot, Shopify, and WooCommerce, making it easier for teams to fit LiveChat into their existing workflows without extra effort.
For companies with more specific requirements, there’s also API access. This allows developers to build custom integrations and automate parts of the support process that go beyond what built-in apps can handle.
Security and compliance
When it comes to protecting customer data, LiveChat follows strict security standards. It uses 256-bit SSL encryption to safeguard information exchanged between agents and customers, keeping conversations secure.
The platform is also designed with compliance in mind. It supports regulations like GDPR, helping businesses meet their legal obligations around data privacy and transparency. For additional control, features like single sign-on and role-based permissions make sure only the right people have access to sensitive information.
Read more: Here are the best LiveChat alternatives and competitors you will find on the web.
LiveChat pricing plans
LiveChat offers four pricing tiers: Starter, Team, Business, and Enterprise. Each plan is billed per agent per month, with discounts available for annual subscriptions. All plans include a 14-day free trial. Here are more details about each plan:
- Starter: Designed for small businesses, this plan includes basic chat tools, a customizable chat widget, and a 60-day chat history. It costs $24 per agent per month when billed monthly, or $20 per agent per month when billed annually.
- Team: Aimed at growing teams, it offers unlimited chat history, agent groups, chat and ticket tagging, and basic reporting. The monthly rate is $49 per agent, or $41 per agent per month with annual billing.
- Business: Suited for larger organizations, this plan adds advanced reporting, single sign-on (SSO), staffing prediction, and work scheduler. Pricing is $69 per agent per month, or $59 per agent per month when billed annually.
- Enterprise: Tailored for large enterprises, it includes all Business features plus a dedicated account manager, product training, and software engineer support. Pricing is customized based on specific business needs.
LiveChat’s pricing is competitive within the industry. While it doesn’t offer a free tier, the range of features provided at each level aligns well with the needs of various business sizes. Compared to alternatives like Intercom and Zendesk, LiveChat provides a robust set of tools at a more accessible price point.
For more details, visit LiveChat’s official pricing page.
LiveChat pros and cons
LiveChat is a robust platform for real-time customer engagement, but like any tool, it has its strengths and areas where it might not fit every need.
Here’s a balanced look at what users appreciate and where they see room for improvement:
| Pros | Cons |
|---|---|
| User-friendly interface | Limited free version |
| Easy to navigate, reducing the learning curve for new users | Only offers a 14-day free trial, with no permanent free tier |
| Efficient customer support | Customization complexity |
| Enables quick responses, enhancing customer satisfaction | Advanced customization may require technical expertise |
| Integration capabilities | Pricing concerns |
| Seamlessly integrates with platforms like WordPress and Shopify | Some small businesses find the pricing steep as they scale up |
LiveChat reviews on G2 rate the tool at 4.5 out of 5, with 69% giving it a full 5-star rating. Similarly, Capterra users rate it at 4.6 out of 5, praising its ease of use and customer service.
It is easy to use and the canned responses are great for quick typing and real time communication.
Ideal use cases of LiveChat
While LiveChat is a versatile tool, it’s not a one-size-fits-all solution. Here’s a breakdown to help you determine if LiveChat aligns with your business needs:
Ideal for
- Ecommerce stores: LiveChat excels in assisting online retailers by providing real-time support, in turn reducing cart abandonment and increasing conversion rates. Features like proactive chat and seamless integrations with platforms like Shopify and WooCommerce enhance the shopping experience.
- SaaS companies: For software-as-a-service providers, LiveChat offers immediate customer support, onboarding assistance, and issue resolution. Its integration capabilities with CRM systems and help desks streamline customer interactions.
- Customer support teams: Businesses aiming to improve their customer service can benefit from LiveChat’s features like canned responses, chat routing, and analytics, which help in managing high volumes of inquiries efficiently.
- Sales-driven organizations: Companies focused on lead generation and sales can leverage LiveChat to proactively engage visitors and guide prospects through the sales funnel.
Read more: Learn how to use live chat for lead generation.
Not the best fit for
- Very small businesses or startups: For businesses with limited budgets or minimal customer interaction, the investment in LiveChat might not be justifiable, especially when free alternatives are available.
- Industries with low online engagement: Businesses that don’t rely heavily on their website for customer interactions, such as certain B2B sectors, might not see significant benefits from implementing live chat solutions.
- Organizations requiring extensive customization: Companies needing highly tailored chat solutions and automations might find LiveChat’s customization options limiting, depending on their specific requirements.
Explore LiveChat features today
LiveChat is a solid option for businesses seeking a reliable, feature-rich live chat platform. Its strengths lie in its user-friendly interface, robust integration capabilities, and efficient customer support features. However, it’s worth noting that LiveChat doesn’t offer advanced automation features like AI agents or a free plan.
For those looking for an alternative, Tidio presents a compelling option. The tool offers live chat, AI-powered chatbots, and ticketing in a single platform, providing a comprehensive communication solution.
In short, while LiveChat offers a robust set of features suitable for many businesses, Tidio’s affordability and integrated functionalities make it an attractive alternative, especially for small to medium-sized enterprises looking for a cost-effective communication platform.
Ready to enhance your customer engagement? Explore LiveChat and Tidio as soon as today to find the best fit for your business needs.
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