Product Comparison

LiveChat vs LiveEngage

Common Comparisons

Overall Score
Visitor Tracking and Analytics
Customisation and Chat Features
Chat Administration
Integrations

Summary

Review date: January 22nd 2019

LiveChat is a website live chat platform which allows you to easily implement live chats onto your website. LiveChat has a focus on simplicity, ease of use, and a variety of integrations. The service offers a range of features to help you track how people are interacting with your site, as well as features to make sure the live chatting works well for your business. This includes a range of admin tools, and integrations.

LiveChat is one of the most popular live chatting tools used by global companies such as McDonalds, PayPal and Ikea.

Benefits of LiveChat

  • Easy to install and get chatting to customers
  • Ability to see what people are typing before they hit send to best answer their query
  • You can view the full chat history of individual visitors
  • Customer data is stored and filtered to help build audience profiles
  • Easily integrates with over 130 tools including Mail Chimp, Facebook Messenger and Slack
  • Good level of admin controls to set up accounts and see how agents are being rated by customers
  • Suited for a team of people to manage a range of customer needs
  • Well designed and intuitive to use
  • Ticketing system for when all of your agents are offline
  • You get real time visibility over how people are using your site, and can start chats with people based on specific actions

What you should know about LiveChat

  • High cost service
  • Some customers have reported long waiting times with customer support

Expert Insights Verdict on LiveChat

LiveChat offer a fully featured website live chat tool. It’s easy to implement and get started, meaning you can quickly start chatting to customers. The service has a lot of great admin features which make it easy to manage a team of people live chatting with customers. The offline ticketing system is a major strength of this service, allowing customers to open support queries, even when the team is offline. There is a good range of customisability for chat windows, with a custom CSS editor to make chats look however you want. These features mean that you can fine tune the live chat window design, so it fits in well with the look of your website. It also means you can test different designs so that you can find the most engaging format for your customers. LiveChat integrates with a huge range of other platforms, making it a great option if you want to connect with customers on Facebook, or with a tool like slack. It’s also easy to integrate with a CRM platform such as Hubspot.

LiveChat is a market leading website live chat tool. It’s granular admin features makes it a good choice for larger companies who will have a team of people operating a large chat service. This also matches its higher price range.

Overall Score
Visitor Tracking and Analytics
Customisation and Chat Features
Chat Administration
Integrations

Summary

Review date: January 22nd 2019

LiveEngage offers a platform to help businesses engage with their customers. This includes live chats through a variety of different platforms and automated chatbots. They have focussed on three key areas in particular. The first is offering a live chat service which integrates with a wide range of different platforms, with the aim of helping meet customers where they are. The second is offering AI-powered chatbots to help automatically answer customer queries. The third is a series of advanced management services. These aim to help you better manage your customer relations and keep on top of all conversations.

LivePerson was founded in 1995 and offer many enterprise level live chat features.

Benefits of LiveEngage

  • Multiple options available for setting up chatbots, with dialogue flows and bot templates
  • Secure and trustworthy service used by global companies to engage with customers
  • Live chat integrates with a huge range of platforms, including through your website directly, Google, SMS, Facebook Messenger and WhatsApp
  • BotStudio is simple and intuitive to use so non-technical users can build bots that are fine-tuned to their customer base
  • Bots improve and learn over time to better respond to customer queries
  • No need for offline ticketing as bots are always online
  • Unique Meaningful connection score which uses AI to track customer sentiment which will help you optimise both bots and agent’s performance
  • Agents get visibility over which parts of the site customers they are talking to have come from, so they can best meet their individual needs

What you should know about LiveEngage

  • Customers have reported it isn’t the easiest platform to manage, especially for smaller teams
  • Focus on AI chatbots over human agents means that some human management features are not as developed as other services, such as agent rotations, role-based chats and chat triggers
  • This is a premium, expensive service

Expert Insights Verdict on LiveEngage

LiveEngage is a perfect solution if your business is getting large numbers of customers who you need to engage with. It allows you to meet them where they are with integrations on a range of different platforms, which will help to increase your overall conversion rates. Building chatbots will take some time to master but is intuitive enough that a non-technical person will be able to do so. This will help you to engage more customers in a more efficient way. The chats are flexible and LiveEngage offers a range of advanced reporting and metrics to help measure ROI with the platform. You can monitor chats in real time. A unique reporting feature is the Meaningful Connection Score, which helps you to track how customers are responding to chats based on the way they are communicating. This will help you to better improve your service.

This live chat solution is ideal for companies who are looking to automate their live chat offering and use powerful data-driven tools to increase their conversions. It’s important to note this is an expensive premium product, and so will be most suitable for larger companies with a big customer base they need to manage.

Overall Score
Visitor Tracking and Analytics
Customisation and Chat Features
Chat Administration
Integrations

Summary

Review date: January 22nd 2019

LiveChat is a website live chat platform which allows you to easily implement live chats onto your website. LiveChat has a focus on simplicity, ease of use, and a variety of integrations. The service offers a range of features to help you track how people are interacting with your site, as well as features to make sure the live chatting works well for your business. This includes a range of admin tools, and integrations.

LiveChat is one of the most popular live chatting tools used by global companies such as McDonalds, PayPal and Ikea.

Benefits of LiveChat

  • Easy to install and get chatting to customers
  • Ability to see what people are typing before they hit send to best answer their query
  • You can view the full chat history of individual visitors
  • Customer data is stored and filtered to help build audience profiles
  • Easily integrates with over 130 tools including Mail Chimp, Facebook Messenger and Slack
  • Good level of admin controls to set up accounts and see how agents are being rated by customers
  • Suited for a team of people to manage a range of customer needs
  • Well designed and intuitive to use
  • Ticketing system for when all of your agents are offline
  • You get real time visibility over how people are using your site, and can start chats with people based on specific actions

What you should know about LiveChat

  • High cost service
  • Some customers have reported long waiting times with customer support

Expert Insights Verdict on LiveChat

LiveChat offer a fully featured website live chat tool. It’s easy to implement and get started, meaning you can quickly start chatting to customers. The service has a lot of great admin features which make it easy to manage a team of people live chatting with customers. The offline ticketing system is a major strength of this service, allowing customers to open support queries, even when the team is offline. There is a good range of customisability for chat windows, with a custom CSS editor to make chats look however you want. These features mean that you can fine tune the live chat window design, so it fits in well with the look of your website. It also means you can test different designs so that you can find the most engaging format for your customers. LiveChat integrates with a huge range of other platforms, making it a great option if you want to connect with customers on Facebook, or with a tool like slack. It’s also easy to integrate with a CRM platform such as Hubspot.

LiveChat is a market leading website live chat tool. It’s granular admin features makes it a good choice for larger companies who will have a team of people operating a large chat service. This also matches its higher price range.

Overall Score
Visitor Tracking and Analytics
Customisation and Chat Features
Chat Administration
Integrations

Summary

Review date: January 22nd 2019

LiveEngage offers a platform to help businesses engage with their customers. This includes live chats through a variety of different platforms and automated chatbots. They have focussed on three key areas in particular. The first is offering a live chat service which integrates with a wide range of different platforms, with the aim of helping meet customers where they are. The second is offering AI-powered chatbots to help automatically answer customer queries. The third is a series of advanced management services. These aim to help you better manage your customer relations and keep on top of all conversations.

LivePerson was founded in 1995 and offer many enterprise level live chat features.

Benefits of LiveEngage

  • Multiple options available for setting up chatbots, with dialogue flows and bot templates
  • Secure and trustworthy service used by global companies to engage with customers
  • Live chat integrates with a huge range of platforms, including through your website directly, Google, SMS, Facebook Messenger and WhatsApp
  • BotStudio is simple and intuitive to use so non-technical users can build bots that are fine-tuned to their customer base
  • Bots improve and learn over time to better respond to customer queries
  • No need for offline ticketing as bots are always online
  • Unique Meaningful connection score which uses AI to track customer sentiment which will help you optimise both bots and agent’s performance
  • Agents get visibility over which parts of the site customers they are talking to have come from, so they can best meet their individual needs

What you should know about LiveEngage

  • Customers have reported it isn’t the easiest platform to manage, especially for smaller teams
  • Focus on AI chatbots over human agents means that some human management features are not as developed as other services, such as agent rotations, role-based chats and chat triggers
  • This is a premium, expensive service

Expert Insights Verdict on LiveEngage

LiveEngage is a perfect solution if your business is getting large numbers of customers who you need to engage with. It allows you to meet them where they are with integrations on a range of different platforms, which will help to increase your overall conversion rates. Building chatbots will take some time to master but is intuitive enough that a non-technical person will be able to do so. This will help you to engage more customers in a more efficient way. The chats are flexible and LiveEngage offers a range of advanced reporting and metrics to help measure ROI with the platform. You can monitor chats in real time. A unique reporting feature is the Meaningful Connection Score, which helps you to track how customers are responding to chats based on the way they are communicating. This will help you to better improve your service.

This live chat solution is ideal for companies who are looking to automate their live chat offering and use powerful data-driven tools to increase their conversions. It’s important to note this is an expensive premium product, and so will be most suitable for larger companies with a big customer base they need to manage.