LiveChat: Live Chat, Help Desk , 41 reviews
We went from a very basic chat system to livechat because of it's integrations to salesforce and shopify.
The change has been worth it for integrations with salesforce and shopify.
The customer service has been phenomenal.
Customization for messages when there is a sale, a new product, or an event announcement is great.
Was easy to get set-up and running. Wasn't a huge leap for our folks going from a basic system to a more robust one.
I do find it frustrating that I have to be at a third-tier payment in order to access basic analytics I used to get easily from my very basic chat system.
I don't find it's "live" list as accurate as my old system. Old used to be pretty much a match to Google Analytics live...this is much lower. Does make me wonder who isn't getting the chat pop-up (but our response numbers haven't dropped so from a KPI standpoint I'm not seeing a huge loss).
It is more than we need because we don't use the customer service (ticket) end of the system.
We are just getting used to it and are happy with it so far
The Nest Shop
Useful app for e-commerce store. One thing I just want to request if you can integrate shopify like we can see the shopify details beside the chat box
easy to use and effective. Good customer support, quick to react. Good integration in our website. Recommended.
Review Update: Customer support reached out to me to clarify some issues I was having, Although this issues I had are still the same they were happy to issue me my refund. So that being said 4 stars because I appreciate excellent customer support because as we all know many companies suck at it , Their chat app is an excellent app I did really like the Product cards. Did not work as expected, SMS did not work support was no help, Although they have Shopify customer insights in the live chat it is not available in the ticket section making tickets useless it customers email you. Their website show pictures that customers can by products from the chat with products cards from Shopify, When tested cards only showed "View Product" When I ask support that said that wasn't real. I cancel service 30 min after installing, they would not refund me my $50.
App is very nice, but the prices are extremely expensive for SB, They don't honor shopify prices either!
Thank you for sharing your feedback with us. If there is anything specific that you particularly liked about it, please don't hesitate to share it with us. This is super valuable.
As with any business, regardless of size, we consider multiple factors when setting our prices - development, security, maintenance, and support. Regardless, we aim to offer a high-quality product at a fair price. Although our prices are fixed, subscribing to our yearly plan can grant you a discounted rate. Wanted to point that out.
Separately, the prices are as stated. We need more information regarding the issue you're referring to before we can investigate. We will contact you via email.
Not bad, but it's not the best, we had to uninstall it and move to a better app, we tried to get a refund for the remaining three months of our yearly plan and they refused; that is bad and was not expecting it from a company like live chat who has been in the market for ages and knows we are going thro a pandemic and small business have been impacted. So I do not recommend their service, but I do recommend (Chatra) a trending new app.
Thanks for posting this. To your review, LiveChat subscriptions are generally non-refundable, but we do try to be reasonable about refunds.
An explanation of what didn’t work for you and your reasons for requesting a refund is always a good start. So far, we've heard shout-outs to the support team from you; there's nothing on missing features, etc. A member of our team will follow up on your request shortly.
We have used LiveChat for a while now and it works well for almost everything we need out of it. However, the products cards integration with Shopify does not allow you to select product variants. This would be immensely helpful and allow us to give our customers a tailored experience. PLEASE dev this into the integration!
Thanks for the review! This has been added to the list of upcoming improvements to consider.
Other than that, there are some great features in development that will be rolling out over the course of the year. Expect a big announcement from us soon.
The analytics were great. The alerts were terrible. Sometimes we didn't get a notification till after the 3rd message from a customer. They got our billing wrong, and shut down our account...twice. Then when we attempted to chat with them they weren't there.
So why 3 stars: If you are sitting at your computer with their website up, it's a nice interface, good data, and useful.
But if anything goes different, it's a real pain.
Sorry to hear you had billing related problems, Matt - and we agree they shouldn't have happened. We've identified the root cause of the issue and it now works correctly. Fixing your notification issue is a different cup of team. This could be done to many factors, including your device's browser, Internet connection speed, etc. We'll be reaching out to you directly so we can troubleshoot this with you in detail.
Lastly, I'm happy to tell you we're going to add even more reporting tools for sales - expect us to reach out to you shortly with more information. Daniel
We've been up & running on livechat for a week now and are very happy! This is a powerful app and underlying platform.