Poor
Based on 97 reviews
LiveChat2.8Honesty, pricing, process and quality scores appear once 5 customers have rated them.
LiveChat serves as a customer service platform with live chat support, help desk and web analytics functionalities, allowing to provide 24/7 support to customers. LiveChat allows online businesses to interact with customers on their website and be more accessible. Easy to use and customize, LiveChat reduces the number of customer emails and calls, helping increase sales and improve customer satisfaction.
LiveChat (livechatinc.com) has 97 customer reviews on Folks Told, with an average rating of 2.8 out of 5.
Showing 5 reviews with 3 stars · Clear filters
مصطفى أ.
You cannot cancel your subscription or remove "Payment card". I searched for a quarter of an hour until I was able to contact technical support. This is very ridiculous. I feel as if the subscription is important like a prison, you cannot get out of it easily.
Decodo S.
LiveChat is an affordable option with a superior UI/UX compared to competitors like Zendesk and Intercom, along with responsive and helpful product support. However, it lacks some key features like customer segmentation and message translation, and suffers from occasional service disruptions and technical limitations.
Peter
We signed up with LiveChat in January 2024 and had hoped to use it for multiple years. However, we found the AI lacking, often delivering wrong or irrelevant answers to our customers, and it's also quite a pricey product. We had a lot of interactions with their team over the year, but ultimately felt the product was not improving, and we have this week moved our business to Intercom.
Reply from LiveChatJan 24, 2025
Thanks for your feedback, Peter. We've just sent you an email from our Product Expert Leader (subject: "Addressing Your Feedback and Offering Continued Support"). To provide some key points here, we've reviewed all of your interactions with our support team. We're happy to inform you that most of the features you described are already available in either LiveChat or ChatBot—even in the plans you’re currently subscribed to. This means we can definitely assist you with resolving any issues (or limitations) and helping you maximize the benefits of both products' implementation, even now.
Greg S.
We have been long-time users of LiveChat and have gained numerous deals thanks to the platform, for which we are truly grateful. Unfortunately, for many years, they have been unable to resolve the issue of random logouts, and integrations frequently break on their own. The most recent update has been a complete nightmare. The app barely functions. I constantly receive the message 'You are offline,' and hitting retry does absolutely nothing. Restarting the app only provides a temporary fix. Sadly, I have to give it a 2-star rating and will be moving on to another solution. EDIT: As mentioned, we've already moved on and don't want to spend more time with your support. While it has been helpful, the issue keeps reappearing.
Reply from LiveChatOct 10, 2024
Sorry to hear about your negative experience. Since you've been in contact with our team for many years, there should be logs of your conversations, and we would definitely be interested in reviewing what was done to address your issue and where things might have gone wrong. Unfortunately, we can't locate your account to get to the bottom of your concerns. Could you please follow up by sending an email to support[at]livechat.com with the subject line: 'Trustpilot Review'? We'll do our best to resolve the issue for you.
Shaun
Support team are very helpful. I was comparing features and set up a trial account with a different email address. They then decided to block all of my accounts which was a bit annoying, hence the lower review. Features are pretty good and design is clean, although there are some features missing that would be helpful and that are available from other livechat software e.g. different trigger messages for different pages.
Reply from LiveChatOct 28, 2019
Thanks for the feedback, Shaun. The truth is that we have an 'evergreen' policy that prevents users from creating multiple, free accounts with us; this is something that hurts our business. We hope you understand our reasoning. Other than that, in case you need an extension on your trial just let our support know and they'll arrange that for you. And the side note is that it is possible to trigger different messages for different pages! We have this content related to doing so https://www.livechatinc.com/help/why-should-i-set-up-chat-greetings/#customize-greetings - start a chat with us at livechatinc.com, we'll walk you through the options. Best, Daniel, Marketing at LiveChat
