Why We Switched to LiveChat for Our New Messaging Platform

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Where We Started

As many companies do, we started without any real messaging platform, relying on the various offerings from Facebook (Page Engagement, Group Engagement, and Messenger) and good ‘ol email. That setup served us well and for a lot of folks, this is often the only communication channels needed to run a successful business.

We wanted to do more for our customers and that is why we switched to LiveChat for our new messaging platform.

Tidio Was Our Next Move

We rolled out Tidio chat on our website. While we could look back and exactly when that was, let’s just say that it suited our needs for quite some time. Adding chat to our website had a huge positive impact on our business, allowing us to interact more with our customers and answer their pre-sales questions in real-time.

While there are a ton of nice features that come with Tidio, what we liked most was its ease of use, the ability to set up pre-configured “quick responses”, and the overall aesthetics of the application (Chat Widget, Back-end Dashboard, etc.).

However, Tidio had some missing features that were deal-breakers for us.

Tidio Deal Breaker #1 – Screenshots

Tidio does not allow you to paste screenshots directly into the chat widget. Huh? Yep, how is not possible?

If you want to share a screenshot with your customers, you must first save the screenshot, and then add it as an attachment. This is a major productivity killer, as you can imagine, and is a feature we have been asking them for since mid-to-late 2020.

It’s almost 2022 and this should be a standard feature for any chat widget solution.

Tidio Deal Breaker #2 – Managing Multiple Websites

Tidio provides a half-executed way of allowing you to manage multiple websites under a single account. The problem is you need to switch profiles before you can communicate with customers from a particular website. This is another productivity killer and the only way around it is to log into as many places as it takes (web browser, mobile app, desktop app, etc.) until you have all of your websites covered.

Now, this may not seem like a deal-breaker at first glance, but if you are out and about on your phone, there is no way to interact with customers from multiple websites in real time. You essentially live in one website profile for real-time communication and just sit there and wait for emails to come through for your other website profiles. Not ideal.

This is another feature that they said was added to the development list long ago and there seems to be no traction on it for whatever reason.

LiveChat has the best solution for managing multiple websites that we evaluated.

LiveChat Is Where We Are

As of September 21st, 2021, we are now fully using LiveChat across all of our websites, which includes the MyListing Club.

After months of going back and forth between a few solutions in terms of research and testing, we are extremely happy that we found LiveChat. So much so, that we partnered with LiveChat to bring a discount to our community, as well as joined their Partner Solution Program to gain even more knowledge and interaction with the LiveChat team.

While we could go on and on about the power of LiveChat, we will let our How to Improve MyListing Website User Engagement With LiveChat guide do most of the talking.

Wrap Up

Tidio served us well for quite some time and overall we think it’s a really good solution that will work perfectly well for some businesses. For us, we needed it to do more.

In order to for us to be able to provide the best service possible, we needed a messaging platform that not only had the feature set we were looking for right at that time but also one that would challenge us to branch out and do more.

It also wouldn’t hurt for that solution to be clearly poised for future success in the market and with a customer roster that includes the likes of McDonald’s, PayPal, and Adobe. That’s where LiveChat comes in.

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