LiveChat is an online customer service software with live support, help desk software, and web analytics capabilities.
It was first launched in 2002 and is currently developed and offered in a SaaS (software as a service) business model by LiveChat Software.
Companies use LiveChat as a single point of contact to manage from one software all customer service and online sales activities that normally are provided using different channels (chat, email and social media) and multiple tools. LiveChat is used by over 27,000 paid customers from over 150 countries.
- Website chat widget – embedded on the customer’s website and seen by the end users (website visitors) as a small chat box, traditionally displayed in the bottom right corner of the web browser. The chat widget is visible on desktop and mobile devices, either in the browser or as a part of the mobile application.
- Agent application – used by the company employees to respond to questions asked by the customers. Usually, agents use the web-based application, which allows employees to log in and conduct a chat with website visitor using any browser. However, there are desktop applications available for Windows and Mac OS X and mobile apps for Android and iOS. BlackBerry and Windows Phone mobile apps used to exist in the past, but are no longer developed. Agent application is enhanced with user interface tools that make one-to-many communication quicker and more efficient. Examples of such tools include canned responses, keyboard shortcuts, typing indicator with customer message sneak-peek, geolocation, tags system for categorization, etc.
There are two ways of having an online chat session between the agent and website visitor:
- Passive communication, started when the website visitor clicks on the chat button or widget displayed on the page.
- Active communication initiated manually by the agent or automatically by the LiveChat system as soon as the visitor meets the predefined criteria (i.e. searched keyword, time on the website, encountered error, etc.). Once the criteria are met, LiveChat displays a chat invitation with a customized message. During the chat session, agents close the sales, which results in increasing the overall conversion rate.
In areas unrelated directly to the product, LiveChat relies on 3rd party services. This includes Postmark for the delivery of transactional emails, Recurly for subscription billing, Pingdom for performance monitoring and uptime tracking and Upscope for instant screen sharing with customers.
Apart from website chat, other core features include: real-time website traffic monitoring, built-in ticketing system, and agents’ efficiency analytics.
The system identifies the best prospects visiting a website based on data gathered from the purchasing decisions of 65 million buyers. Statistics section allows calculating the conversion from chat invitations into chat sessions and then into sales.
LiveChat is available in 41 languages: Armenian, Azeri, Bulgarian, Catalan, Simplified Chinese, Traditional Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hungarian, Icelandic, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Norwegian (bokmål), Norwegian (Nynorsk), Polish, Portuguese, Brazilian Portuguese, Romanian, Russian, Serbian, Slovak, Slovene, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Tamil.