If you sell to other businesses, you know the B2B sales game is all about catching leads and keeping them engaged—before someone else does. The problem? Most website visitors don’t want to fill out your boring form, wait for an email, or sit on hold. Enter chat tools. But not all chat software is created equal.
This review is for B2B teams who want to cut through the hype and actually get more leads and real conversations using LiveChat. No fluff—just what works, what doesn’t, and what’ll waste your time.
What Is LiveChat and Who Actually Needs It?
LiveChat is… well, exactly what it sounds like: software that lets you chat with people on your website in real time. But the real pitch for B2B companies is that it promises to:
- Help catch leads who would otherwise bounce
- Qualify and route them to the right team
- Boost customer engagement, so you’re not just another generic SaaS site
If you’re a B2B company with a sales cycle longer than a week, and you care about not losing leads in the cracks, it’s worth looking at. If your “contact us” form is collecting dust, or you’re tired of generic email inquiries that go nowhere, this is probably for you.
But if you only get a couple of site visitors a day, or your product literally can’t be explained in less than 20 minutes, LiveChat won’t magically change that.
Core Features: The Good, The Bad, and The Meh
The Good
1. Real-Time Chat That Works (Mostly) Out of the Box
- The widget is easy to install—just drop some code on your site.
- It loads fast and doesn’t slow down the site (unless you go nuts with add-ons).
- You can instantly connect visitors to a real human or a bot.
- The mobile and desktop apps are simple and don’t require a PhD to use.
2. Lead Capture Without the Hassle
- You can set up pre-chat forms to ask for email, company, or whatever info you need (just don’t overdo it).
- Customizable greetings pop up to nudge people to start a chat—think “Hi, need help picking a plan?” instead of a silent, useless widget.
3. Routing and Team Features
- Assign chats to specific teams (Sales, Support, etc.) based on visitor info or page visited.
- Tag and prioritize leads manually or using automations.
- Integrates with CRMs like HubSpot, Salesforce, and Pipedrive. Not perfect, but enough to reduce copy-paste hell.
4. Analytics You’ll Actually Use
- See how many chats convert to leads, how fast your team responds, and where people drop off.
- Simple dashboards—no need to dig through 10 reports to find out what’s working.
The Bad
1. Bot Features Are… Fine
- There’s a built-in chatbot, but it’s not as smart as the marketing implies.
- Great for answering basic questions (“What’s your pricing?”), but don’t expect it to qualify complex enterprise leads or replace a human for detailed demos.
- If you want a real AI-powered assistant, you’ll need to integrate with something more robust (and pay for it).
2. Integrations Can Be Hit or Miss
- The most popular CRMs and helpdesks are covered, but niche platforms? You might need to tinker or use Zapier.
- Some integrations require a paid plan or extra add-ons, which can add up.
3. Customization Has Limits
- The chat widget design is mostly “take it or leave it.” You can change colors and logos, but deep customization (custom buttons, advanced triggers) is harder.
- Branding is fine for most B2B companies, but if you want something truly unique, you’ll hit a wall.
The Meh
1. Proactive Chat Can Annoy People
- Yes, you can set up triggers so the chat pops up when someone visits a pricing page.
- But overdo it, and you’ll just annoy visitors—especially repeat ones.
- Use with care: a friendly nudge works better than a constant pop-up.
2. Mobile Experience is Decent, Not Perfect
- The widget works on mobile, but it’s not as slick as some competitors.
- Fine for basic conversations, but don’t expect deep product demos or file sharing from a phone.
How to Actually Use LiveChat to Boost B2B Leads (Step by Step)
Here’s how to get real value without wasting weeks on setup or falling for shiny features you don’t need.
1. Set Up the Basics—Fast
- Add the LiveChat code to your main site template. Don’t overthink it.
- Create accounts for your sales and support teams.
- Set business hours, so people know when to expect a real response.
Pro Tip: If you’re not available 24/7, set clear offline messages and offer to follow up by email. Don’t pretend you’re always online.
2. Customize Pre-Chat Forms (But Keep Them Short)
- Ask for just enough info: name, email, maybe company. If you make people fill out a novel, they’ll leave.
- Use pre-chat forms to qualify: “Are you interested in a demo or pricing?” That way, Sales isn’t wasting time on support questions.
3. Set Up Smart Routing
- Route chats based on the page—e.g., people on your “Enterprise” page go straight to your top reps.
- Use tags to track which leads are actually worth following up.
4. Integrate With Your CRM (and Actually Use It)
- Connect LiveChat to your CRM so new leads don’t get lost.
- Set up auto-logging of chat transcripts to the right contact or deal.
- Train your team to update notes right after the chat—not a week later when they’ve forgotten the details.
5. Use Canned Responses—But Don’t Sound Like a Robot
- Save answers for common questions (“Do you offer demos?” “What integrations do you support?”).
- Personalize each chat. People can spot a copy-paste job from a mile away.
6. Analyze and Adjust (Don’t Just Watch the Numbers)
- Track response times and chat-to-lead conversion rates.
- If people keep asking the same questions before booking a call, update your site or pre-chat form.
- Look for drop-off points—are people leaving after the bot, or after the first human message?
What to Ignore (or Be Skeptical About)
- “AI-powered chat will close deals for you.” Not happening. Bots handle FAQs, not six-figure contracts.
- Endless customization. You’ll get 80% of the value from the basics. Don’t waste days tweaking every pixel.
- Every integration under the sun. Stick to what your team actually uses—CRMs, calendars, maybe Slack. Everything else is nice to have, not need to have.
- 24/7 live chat, always on. Unless you staff a night shift, set realistic expectations. Most B2B buyers aren’t chatting at midnight.
Honest Pros and Cons
Pros
- Fast, simple way to capture and qualify leads
- Good for B2B teams who want to talk to real buyers, not just website lurkers
- Reasonable pricing for what you get
- Reliable integrations with the major CRMs
Cons
- Chatbot is basic—don’t expect magic
- Can get expensive if you add a lot of agents or premium add-ons
- Not for tiny teams or low-traffic sites
Real-World Tips for B2B Teams
- Train your team. Don’t just throw LiveChat on your site and hope for the best. Teach reps how to spot good leads, ask smart questions, and hand off to sales when needed.
- Follow up quickly. Don’t let chat leads sit for days. If someone’s interested, book a call or demo right there.
- Measure what matters. Track how many chats actually turn into meetings or deals—not just how many people said “hi.”
Bottom Line: Keep It Simple, Iterate, and Don’t Buy the Hype
LiveChat won’t close deals for you, but it will help you catch and qualify leads that would have slipped away. Use it to start more real conversations, not to automate away your sales process. Set it up, train your team, watch what works, and tweak as you go. Forget the shiny features—focus on making it easy for buyers to talk to you, and you’ll see the payoff.