Overview: Livechat and eGain as Live Chat Category solutions.

Livechat and eGain are both live chat solutions, each addressing unique operational and strategic needs. Livechat excels with features like analytics and robust integration capabilities, making it popular among large enterprises and retail industries. Meanwhile, eGain is strong in knowledge management and AI, catering to consumer electronics and telecommunications sectors, focusing on enhancing digital presence and customer relationships. Businesses can choose based on specific industry requirements and preferred capabilities.

Livechat: LiveChat is an all-in-one live chat app for e-commerce to support and sell simultaneously. Trusted by over 37,000 businesses, a free trial can be started today.

eGain: eGain is a cloud customer engagement platform offering real-time voice assistance and digital transformation through AI, knowledge, and analytics. Its suite includes modules like eGain CallTrack, Chat, Virtual Assistant, and ClickToCall.

Livechat and eGain: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

Livechat supports helpdesk and engagement management, making it ideal for businesses focusing on customer interaction. read more →

eGain focuses on engagement and knowledge management, suiting firms needing collaboration and social media management. read more →

Business Goals

Livechat supports goals like enhancing customer relationships and acquiring customers, aligning with sales and marketing teams. read more →

eGain helps scale best practices and improve digital presence, catering to organizations prioritizing modern communication channels. read more →

Core Features

Livechat offers analytics, custom reports, and easy integration, valuable for large enterprise users needing comprehensive data insights. read more →

eGain's standout features include AI-powered tools and robust analytics, essential for utilities and consumer electronics. read more →

Vendor Support

Livechat provides round-the-clock support with email, phone, and chat options, appealing to larger companies needing constant assistance. read more →

eGain offers 24/7 support through phone and chat, suited for smaller organizations needing reliable support mechanisms. read more →

Segments and Industries

Livechat is widely used in retail and software industries, serving large enterprises and mid-market clients effectively. read more →

eGain specializes in serving the telecommunications and consumer goods sectors, with a focus on small to midsize markets. read more →

Operational Alignment

Livechat integrates well with existing workflows in large enterprises, facilitating streamlined customer service operations. read more →

eGain fits seamlessly into digital workflows, supporting industries that leverage social media and knowledge management intricately. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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low

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Integration Risk

low

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low

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Migration Risk

low

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low

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Email Support

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Phone Support

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24/7 Support

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Chat Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for Livechat and eGain

How does Livechat and eGain address your Helpdesk Management Challenges?

Livechat and Egain both offer helpdesk management features. Livechat focuses on providing real-time communication with website visitors through chat, while Egain emphasizes transforming traditional call centers into multi-channel customer interaction hubs. Livechat allows for file sharing and chat transcripts, while Egain provides integration with various systems and aims to reduce call center traffic by empowering customers to find information on their own.

"...You can easily access their help desk, and there is even a chat bot to assist...." Peer review by Richard T., Sales/Support/Specialist, Internet

"...What are people s experiences of IVR queues when they call a contact center?..." Best Practice Articles, White Papers, and Case Studies

What solutions does Livechat and eGain provide for Engagement Management?

Livechat and Egain are both used to engage customers. Livechat allows businesses to interact with customers directly on their website through chat, while Egain is a more comprehensive platform that manages customer interactions across various channels. Livechat focuses on real-time communication, while Egain prioritizes providing a unified view of customer interactions across different platforms.

"...Also, if we do miss their chat, we can easily follow-up via email with the information provided by the customer...." Peer review by User

"...The chat functions make it super simple for customers to engage with CSRs and the analytics it can track is perfect for any business...." Peer review by Victor C, Customer Support Professional

How can Livechat and eGain optimize your Contact List Management Workflow?

Livechat and Egain both manage customer contact lists. Livechat allows for direct contact with customers through video calls and chat features. Egain focuses on managing customer interactions across multiple channels, providing agents with a comprehensive view of customer history. Egain also offers resources and best practices for managing contact center operations.

"...We are able to determine the color of our chat widget, select our preferred chat pop-up icon, set timers for when customers can contact us on Livechat etc...." Peer review by Naomi Tenabe, Marketer, First City Monument Bank Limited

"...Download the latest white papers A wide range of whitepapers about contact center and customer service best practices in healthcare, insurance etc...." Customer Service Best Practices

How does Livechat and eGain address your Communication Management Challenges?

Livechat focuses on real-time communication with customers. It allows businesses to see what customers are typing before they send a message, providing an immediate response. Egain, on the other hand, offers a comprehensive customer interaction management system. It manages various communication channels, including social media, email, and live chat, providing a unified view of customer interactions.

"...Being able to respond via chat and sending a message to a person instantly is really nice...." Peer review by Rebecca Byrd

"...Companies not only need a unified view of a customer s interactions across all communication channels, they also need an efficient, uniform method for administering, maintaining and reporting...." Peer review by Matthew Cain, VP of Workgroup Computing Strategies, META Group