Rating: 5 stars
We created our account with LiveChat/Chatbot/Text Inc. in October 2023. It’s been nine months since then, and I feel like I have a pretty good feel for the software. On the positive side. LiveChat offered a ton of great features, which gave them the edge over other companies in the same arena that we were considering. As a standalone Live Chat offering, they have the core fundamentals done right. They constantly put out add-ons that continue to increase the value of the software and are a pretty good value for what’s being offered. AI is starting to be implemented wherever possible, and that comes in handy with some of their offerings. Where LiveChat comes in at the top of their game is their own Customer Support. You won’t get access to a dedicated account manager unless you’re on an Enterprise Tier plan, but, they have their own Chatbot and Live Chat products to assist customers or visitors 24/7. Not only are there people there willing to help 24/7, but they are people who actually know what they’re talking about and are in a position to help you. Gone are the days of talking with a low level gatekeeper who knows next to nothing about the software, followed up by the inevitable “I’ll have someone reach out to you”. When you chat with LiveChat, their Chatbot has been extensively trained on everything they could have possibly thrown at it. But, in the remote chance you can’t get an answer from the bot, their support reps are so incredibly helpful and friendly who make it so much easier to solve whatever issue you’re facing. In fact, everyone I have interacted with during the past 9 months have been such a joy to communicate with. It’s a pleasure to interact with their employees because I believe they truly love what they’re doing, and it shows.
On the not-so-positive side. There are some features that the software lacks that I would LOVE to see built into the platform ASAP. Canned messages can’t be searched for while in a chat. You get a list of your selected group at the top of a list of canned messages for every single client you have active. We have 200+ active sites, so it can be a little hectic finding the right message while keeping down average response time. There’s no way to know what the message says unless you memorize the title of every message and what it says. The actual “title” of the message is actually just keywords that are separated by a space, so if you want “FAQ One Bedroom Pricing” as your title, you have to enter “FAQ-One-Bedroom-Pricing” or else you will have a message with 4 completely separate titles that you will never find again. FAQ as title 1. One as title 2. Bedroom as title 3. And Pricing as title 4. When you’re in a chat and you need to find info fast, seeing a message titled FAQ is not helpful. There needs to be a way to have AI search through the messages of just the one individual group you are chatting for, look through a list of keywords, and then suggest the highest % matches based on what your visitor is saying. I’ve had that functionality with other platforms for over 5 years now, and it feels like a pretty big miss for this platform.
There is a Marketplace for apps you can add-on to your subscription that are made by LiveChat themselves along with other 3rd party companies who see the gaps in the product and move to fill them. While I do like this feature, there are some things that feel like they should automatically included with the highest tier subscription available, but aren’t. I’m paying a pretty big sum each month, but find out that some of the things they list on their “Features” page are actually features that you can pay extra for and aren’t really included with the price they’re giving you. Multi-language support? Yep, we have that and say it’s included, but there’s an additional charge per agent to have it active. A few of the add-ons have felt a little nickel-and-dime, which didn’t sit quite right, but, they are a company who is out to make money, and the last thing I’ll do is fault them for it, but I wish it was a little clearer up front.
LiveChat is capable of supporting multiple groups, and it does an OK job. When we first started out, we chose our plan because we were told we could have an unlimited number of clients with the business tier subscription. Fast forward to us setting up client #201 and we were told that there is a limit to the number of Routing Rules that can be created. So while technically we can set up as many client’s as we’d like, we were only able to route 200 of them. But if you upgrade to the Enterprise Tier, that number goes up to 500. LiveChat definitely feels like it was primarily built as a product to support 1 business or company, and most everything relating to having more than 1 company was simply an afterthought. They are slowly addressing things, but I don’t know how well they are able to keep up with the errors that users continue to experience. As they grow and change, it introduces more issues, and those issues are getting longer and longer to fix while they are hard at work on features that they think users want. They could absolutely use some additional resources in scaling their development work to handle their growth. As of today, I typically have 4-7 open cases with their support team on bugs I report. Everything from agents having issues logging in, their desktop platform not allowing the space bar to be used in some places, KPI reports showing 0 when there should be data available, etc. However, I do applaud their efforts for getting to these issues as they can. I know not every issue can be solved in a matter of minutes and with limited resources, there’s only so much you can do, but the team keeps trucking along and buttoning up whatever pops open from the most recent update or patch.
Overall: I would absolutely recommend LiveChat or Chatbot for anyone looking for a service provider. While they’re a smaller outfit than some of the other bigger brand names you hear of all the time, that’s actually a great thing because it means they can actually spend time on you and your use cases. The people at LiveChat are the reason I consider the company to be one of the best I’ve ever worked with. For a company based out of Poland, there really hasn’t been a language barrier and while non-support employees aren’t typically available during U.S. hours they get back to you as soon as they can which is just fine by me. The product is good, and the company is great. Give it a little more time for them to implement some of the bigger projects and AI ideas they are working on, and it will bring both the company and the product to phenomenal status.
Rating: 5 stars
ChatBot and LiveChat together are a great combo for automation and personal touch in customer service on my website
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How to add a link on page content area ?
When clicking a link need to open the chat window.
Rating: 5 stars
Onboarding was very smooth.
]]>Rating: 1 star
it says it is free. That is bullshit.. it is free for 14 days. That has to be your sentence. You are misleading people with it is free. It is not and this way of acting called SCAM
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***EXTREME CAUTION ADVISED***
This plugin sent me an “upsell” pitch. The greeting was: Hi <xxxxxxxx!* (my password “xxxxxxxx”)>!!! They actually didn’t have my password encrypted and their mailing list system now has my password as my name! This is the worse security flaw that I have EVERY seen.
This password is used elsewhere. Now I have to spend the better part of a day to change ALL other passwords.
To add insult to injury, since they probably use a third-party mailing system, now they have it too! UNBELIEVABLE!
NEVER USE THIS APP!!!
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I am a one-person business, and LiveChat has saved my ?? if you know what I’m saying! ?? I can easily set up auto-replies, integrate with other apps and other messaging platforms, and I can turn the my status on and off. I can see how useful this would be for a company that has multiple agents/multiple seats, but it works just fine for me as a one-person shop. Best of all, I don’t need to worry about using telephone tag to deal with people! ??
]]>Rating: 2 stars
LiveChat plugin is installed on some of our sites. The admin interface on those sites was defaced on every page with a double line under the H1 page title. There’s absolutely no excuse for loading an iFrame at the top of every admin page load. This basically puts LiveChat in the position to track every admin page load of every WordPress site on which LiveChat is installed.
The actual LiveChat interface within WordPress is not a dedicated interface at all but just an iframe login to the LiveChat website.
LiveChat is a wealthy commercial company. They could do much better with their WordPress plugin. Most free plugins created by serious volunteer developers treat their users and WordPress admin interface with more respect.
PS. The second star is for creating a plugin for WordPress (right idea) and that the plugin does not crash the site. The trick now is to create a good LiveChat plugin for WordPress.
]]>Rating: 5 stars
really good working plugin for all live-chat users
embeds live-chat effortless to your wordpress website
Rating: 1 star
I imagine this plugin may be great, but it definitely is not FREE if you have to pay for the service in order to use the plugin. I wish WordPress would crack down on these false claim plugins.
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It is difficult and not clear. It takes a lot of time to learn features that are essentially not very important.
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Very good plugin and nice team !
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Fix IT!!!
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Loving this so far- even basic level has plenty of room to play with making it unique for my client’s site. Good job ??
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easy to install, easy to use on the receiving end.
the customer support is top notch. shout out to Krystian for fixing my screw up!
]]>Rating: 5 stars
The plugin just adds the resources necessary to use the LiveChat on the website. For configuring it, you need to go to your LiveChat account. Nothing fancy, but it works, and make it easier to connect your license.
]]>Rating: 2 stars
This plugin is great, but I don’t think it’s ok to offer a plugin that you can download in wordpress and activate, just to find out later that you have to pay for it. In the meantime you have spent a lot of time setting it up, and suddenly you see that your trial period is ending.
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Great!
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Weeks of searching for the right chat and trying them out. This is the best one.
]]>Rating: 1 star
Installed the plugin Read this line;
“The WordPress Live Chat Plugin by LiveChat is free, but you need to be a LiveChat customer.”
But then it says:
“LiveChat comes with a free trial, allowing you to test the service for 14 days.”
So the plugin is free but not the service.
Isn’t that like selling a car without the wheels?
]]>Rating: 5 stars
I have used LiveChat for my clients in my ad agency days and we always saw significant ROI, so when I was hired at a company to run their creative department and we needed a chat-bot, I went straight to LiveChat and ChatBot. Both services are phenomenal. The plugin is super easy and seamless. No fuss, no code. Easy, breezy, beautiful.
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We’ve been using live chat for a couple of months. Easy to install, configure, and customize. Excellent customer service (via live chat on their own site!) and simple to use. Thanks for a great service and plugin!
]]>Rating: 3 stars
Seems pretty good. In fact the only annoying thing I’m come across so far is that you can’t dismiss their reminder on the WP dashboard to leave a review on here! Arghhh it doesn’t even disappear when you leave a review, come on.
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Awesome plugin! Thanks!
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Great plug-in
]]>Rating: 5 stars
LiveChat has been a really easy product to learn and teach to customers. And the support team at LiveChat are so helpful and responsive. Well worth the investment!
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Great experience! Does exactly what it claims to do.
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]]>Rating: 5 stars
Recommend this plugin for make live chat support for your website
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There’s a learning curve and lots of support (by LiveChat of course!) for LiveChat. Very thorough chat solution and plugin works well, just plugin and login then you can use via the web, windows, Mac, iOS and Android apps. Rolls Rice products.
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