Software:LiveChat

From HandWiki
Short description: Online customer service software
LiveChat
LiveChat logo.png
Developer(s)LiveChat Software S.A.
Operating systemWeb-based, Windows, OS X, Android, iOS
Available in41 languages
TypeOnline chat, e-commerce, web analytics, ticketing system
LicenseProprietary (SaaS)
Websitelivechat.com

LiveChat is an online customer service software with online chat, help desk software, and web analytics capabilities.

It was first launched in 2002[1] 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.[2]

Technology

Technically, LiveChat is a proprietary software built with the use of multiple technologies, including JavaScript, Node.js, MySQL, ElasticSearch, C++ and Erlang.[3] The entire platform consists of two main elements:

LiveChat application viewed as agent
  • Website chat widget - embedded on 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. Chat widget is visible on desktop and mobile devices, either in the browser or as a part of 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 website, encountered error, etc.).[4] Once the criteria are met, LiveChat displays a chat invitation with a customized message.[5] During the chat session, agents close the sales, which results in increasing the overall conversion rate.[6]

In areas unrelated directly to the product, LiveChat relies on 3rd party services. This includes Postmark for the delivery of transactional emails,[7] Recurly for subscription billing,[8] Pingdom for performance monitoring and uptime tracking[9] and Upscope for instant screen sharing with customers.[10]

Features

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.[4] Statistics section allows calculating the conversion from chat invitations into chat sessions and then into sales.[11]

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.[12]

Customer service platform

First available as closed solution, LiveChat has turned over time into an open and scalable customer service platform.[13] It created an own ecosystem of applications, companies and services supporting business communication with tools such as:

  • API documentation and multiple points of integration within the application and communication protocol,[14]
  • Community - for connecting users and 3rd party developers, partners and experts,[15][13]
  • Partner Program - for app and service monetization,
  • Marketplace - for distribution of applications and experts' services.

Criticism

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.[16][17]

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".[18]

Research

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.[19]

See also

  • LiveChat Software

References

  1. ↑ "United States Patent and Trademark Office - TEAS Plus Application". https://tsdr.uspto.gov/documentviewer?caseId=sn85970090&docId=FTK20130629071705#docIndex=18&page=1. 
  2. ↑ LiveChat Review Enterprise Chat Software Reviews, 2011.
  3. ↑ Use Cases: LiveChat Elastic, Retrieved 2015-12-30.
  4. ↑ 4.0 4.1 Lynn, Samara (2011-05-19). "LiveChat Livens Up Its Features". PC Magazine. https://www.pcmag.com/article2/0,2817,2385582,00.asp. 
  5. ↑ Triggers: automated and personalized customer support LiveChat blog, Aug 25, 2010.
  6. ↑ Moore, Stefany (2011-05-27). "No mindless chatter here: Online apparel retailer ScotteVest gains sales via live chat". Internet Retailer. http://www.internetretailer.com/2011/05/27/online-apparel-retailer-scottevest-gains-sales-live-chat. 
  7. ↑ Postmark helped LiveChat scale to 10,000 customers Postmark, Retrieved 2015-12-30.
  8. ↑ LiveChat more than doubles its subscribers in 18 months with the help of Recurly. Recurly, Retrieved 2015-12-30.
  9. ↑ How LiveChat uses Pingdom. Pingdom, Retrieved 2015-12-30
  10. ↑ Upscope (2020). "Screen sharing LiveChat agents dream of". https://upscope.io/integrations/livechat. 
  11. ↑ Wolf, Tammy (2011-05-19). "Telepresence - LiveChat Unveils Triggers and Conversion Meter Features". TMCnet. http://telepresence.tmcnet.com/topics/telepresence/articles/176779-livechat-unveils-triggers-conversion-meter-features.htm. 
  12. ↑ "Modify chat widget language | LiveChat Help Center" (in en). https://www.livechat.com/help/how-to-modify-chat-window-language/. 
  13. ↑ 13.0 13.1 Guta, Michael (8 November 2018). "LiveChat's New Community Platform Helps Your Business Offer Better Customer Service". https://smallbiztrends.com/2018/11/livechat-community.html. 
  14. ↑ API documentation LiveChat
  15. ↑ Minsker, Maria (9 November 2018). "LiveChat's Community Platform: Where Crowdsourcing Meets Customer Service". http://www.smartcustomerservice.com/Articles/News-Features/LiveChats-Community-Platform-Where-Crowdsourcing-Meets-Customer-Service-128461.aspx. 
  16. ↑ LiveChat Reviews G2 Crowd, Retrieved 2015-12-30.
  17. ↑ Top Ten Best Live Chat Softwares for Online Support 123Chat Agents, Retrieved 2015-12-30.
  18. ↑ LiveChat Review Comparakeet Best Wix Apps 2016, Retrieved 2015-12-30.
  19. ↑ Hazelton, Pamela (23 April 2019). "Using Facebook Messenger Chatbots to Support Live Chat". https://www.practicalecommerce.com/using-facebook-messenger-chatbots-to-support-live-chat. 

External links



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