Founded in 2012, JivoChat is an online chat provider based out of Russia. However, the company is available globally and serves a wide variety of customers.
- Triggers and Rules
- Typing Insight
- Drag and Drop File Sharing
- Lead Generation When Offline
Although it is a relatively basic platform, JivoChat offers a number of helpful resources, including the following:
- Navigation history
- Click source
- Custom variables from your website
Triggers and Rules
JivoChat offers a great feature that allows businesses to trigger chat with clients in a proactive manner. Business customers can define the logic of the chat window to interact with visitors right away, making it easier for agents to do their jobs. Triggered chats utilize canned responses and other tools to interact with customers.
When using JivoChat, agents can see when customers are typing and when they have paused. On the flip side, customers can see when their support specialist is typing.
Drag and Drop File Sharing
JivoChat offers a unique drag and drop tool for file sharing, making it easy for agents to send customers PDFs of manuals and other user documents. Drag and drop file sharing can also be used to support document signing.
Lead Generation When Offline
JivoChat offers a helpful way to increase conversions when no support agents are online. If all agents are away, an offline form will appear for customers to leave their contact information. Companies can then easily get back into touch with potential leads later.
- No Cobrowsing
- Few Integrations
- Lack of Social Media Support
- Limited Scalability
Unfortunately, JivoChat does not offer any cobrowsing functionality whatsoever. Instead of cobrowsing, the company offers a feature called "The Pointer". Essentially, agents can find what customers are looking for on the website and send it to them as a link, which is not as helpful as cobrowsing in most instances.
JivoChat's third-party app integrations are limited to the following:
- Google Analytics
Lack of Social Media Support
Unlike many other top companies in the industry, JivoChat does not offer social media ticketing, buttons, or login support. Because social media is so prevalent in today's world, this is a major hole in service.
JivoChat's platform is not very scalable in terms of pricing and features. If you add more agents to your subscription, you pay a bit more a month, but there is no incentive to scale up or down with this service. With other live chat providers, larger businesses can choose from different subscriptions that include expanded features. However, JivoChat remains as a basic live chat platform regardless of how many agents you add.
The Bottom Line
If you're looking for a relatively basic live chat software, JivoChat might do the trick. The platform includes a number of common low-tier features, such as file sharing, typing insights, and triggers. However, JivoChat is missing several other important features, such as social media support and cobrowsing.