LiveChat is offline direct service customer support software, help desk software, and web analytics capabilities. It was first launched in 2002 and is currently developed and offered in the SaaS business model (software as a service) 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 are normally provided using different channels (chat, email and social media) and some tools. LiveChat is used by over 21,000 paid subscribers from 119 countries.
Video LiveChat
Technology
Technically, LiveChat is a proprietary software built using several technologies, including JavaScript, Node.js, MySQL, ElasticSearch, C, and Erlang. The entire platform consists of two main elements:
- the website chat widget - embedded on customer websites and viewed by end users (website visitors) as a small chat box, traditionally displayed in the lower right corner of the web browser. Chat widgets are visible on desktop and mobile devices, either in a browser or as part of a mobile app.
- agent apps - used by company employees to answer questions asked by customers. Agents typically use a web-based app, which allows employees to sign in and chat with website visitors using any browser. However, there are desktop apps available for Windows and Mac OS X and mobile apps for Android and iOS. BlackBerry and Windows Phone mobile apps never existed before, but are no longer developed. The agent application is enhanced with a user interface tool that makes one-to-many communication faster and more efficient. Examples of such tools include: recorded responses, keyboard shortcuts, typing indicators with sneak-peek subscriber messages, geolocation, tag system for categorization, etc.
There are two ways to conduct online chats between agents and website visitors:
- Passive communication, begins when a website visitor clicks on the chat button or widget displayed on the page.
- Active communication, started manually by the agent or automatically by the LiveChat system as soon as the visitor meets the predefined criteria (i.e. the keyword searched, the time on the website, the errors encountered, etc.). Once the criteria are met, LiveChat displays a chat invitation with a custom message. During a chat session, the dealer closes the sale, which results in an overall increase in conversion rate.
In areas not directly related to the product, LiveChat relies on third-party services. These include Postmark for transactional email delivery, Recurit for subscription billing, Pingdom for performance monitoring and active time tracking, and Upscope for instant screen sharing with customers.
Maps LiveChat
Features
In addition to website chats, other core features include: direct website traffic monitoring, ticketing system installed, and agent efficiency analysis.
The system identifies the best prospects who visit the website based on data collected from purchasing decisions of 65 million buyers. The statistics section allows computing conversions from invitation chats 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, Korea, Latvia, Lithuania, Norway (bokmÃÆ'  ¥ l), Norwegian (nynorsk), Polish, Portuguese, Brazilian Portuguese, Romanian, Russian, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian,
LiveChat has begun focusing on personalizing its reach to customers through the domestic domain. LiveChat.co.in is one of the domains where LiveChat Inc. has been living in association with DeskMoz.
Integration
LiveChat is available for custom integration via the REST-based API. It also offers more than 50 integration with other services and SaaS vendors to create their own app ecosystem:
- Analytics: Google Analytics, Kissmetrics, Mixpanel, Woopra
- Contact management: Talkdesk
- Content management system: Business Catalyst, Drupal, Joomla, Weebly, WordPress
- Customer relationship management software: Default, Salesforce.com, SugarCRM
- Share desktop: LogMeIn Rescue
- eCommerce platform: Bigcommerce, Magento, Prestashop, Shopify, WooCommerce, Zen Cart
- Email marketing: Campaign Monitor, MailChimp
- Share file: Dropbox
- Desk software: Desk.com, Zendesk
- Invoice software: FreshBooks
- Social media: Facebook, Twitter
Awards
In Fall 2015 Grid? report for live chat software published in August 2015 by Crowd G2 business software review website, LiveChat is referred to as High Performer industry. It also achieved the highest overall satisfaction score among all listed companies.
Later that year, Gartner's business review website GetApp released its quarterly research, Q3 GetRank 2015, including the top cloud-based customer service app. LiveChat has been listed 2nd in the research and the 'Customer Success in the Cloud: Key Trends for 2015' report highlights the most important trends in customer management space to help choose CRM applications, Customer Service, or cloud-based Call Center for businesses.
Criticism
Among generally positive reviews, there are comments that highlight the high cost of the product, especially when compared to the cheap or free solutions available in the market. The lack of freemium versions and high prices are mentioned by customers who also recognize that "various features & services" justify the price.
Critical reviews claim that "larger businesses may find a minimal price considering the benefits of the product, but for new or smaller businesses, it can make LiveChat out of their financial reach."
See also
- Compare the help desk tracking software solution
- LiveChat Software
References
External links
- Official website
Source of the article : Wikipedia
0 Comments