LiveChat is an online customer service software with online chat, 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 S.A.
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 channels (chat, email and social media) and multiple tools.
There are two ways of having an online chat session between the agent and website visitor:
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.
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 48 languages: Arabic, Armenian, Azeri, Bulgarian, Catalan, Simplified Chinese, Traditional Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Farsi, Finnish, French, Georgian, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Italian, Japanese, Kazakh, Korean, Latvian, Lithuanian, Malagasy, Malaysian, Norwegian (bokmål), Norwegian (nynorsk), Polish, Portuguese, Brazilian Portuguese, Romanian, Russian, Serbian, Slovak, Slovene, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese.
First available as closed solution, LiveChat has turned over time into an open and scalable customer service platform. It created an own ecosystem of applications, companies and services supporting business communication with tools such as:
Among generally positive reviews, there are comments that emphasize the high cost of the product, especially when compared to cheap or free solutions available on the market. Lack of freemium version and expensive pricing are mentioned by customers who also admit that "range of features & services" justify the price.
Critical reviews claim that "bigger businesses may find the price minimal considering the benefit the product brings, but for start-ups or smaller businesses, it may put LiveChat out of their financial reach".
Since 2014 LiveChat has been publishing Customer Service Report - an annual study of customer satisfaction and analysis of online business communication trends. It includes research of thousands of companies and millions of customer service email and live support interactions.
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