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Check out more about LiveChat and the people behind it.
LiveChat is a customer service company offering software solutions for business communications, online sales and lead generation. They allow companies to stay in touch with their customers anytime and anywhere, just as they've become accustomed to. The product suite consists of LiveChat, ChatBot, HelpDesk, and KnowledgeBase.
LiveChat serves more than 30,000 businesses from 150 countries. The customer portfolio starts with small, private companies and goes up to Fortune 500 enterprises, including PayPal, IKEA, Allstate, CapitalOne.
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Boston, MA – July 22, 2020 – LiveChat Software, a provider of a SaaS-based suite of products for managing business communication, now allows brands to send and receive text messages while contacting their customers through its chat software. The new solution combines LiveChat’s technology with the features of Twilio.
Although people have different preferences when it comes to communication with businesses, the trend for using messaging platforms within customer service has increased over recent years. In addition to popular applications like Facebook Messenger or WhatsApp, consumers also want to be able to use native texting apps, which are already installed on their smartphones. With the LiveChat/Twilio SMS integration, companies are now able to meet that demand and let people message them and receive answers.
The new feature is available for all businesses that are using the LiveChat application in Business and Enterprise plans. To get this channel up and running, a LiveChat user needs to create an account in the Twilio platform and then integrate the software with just a few clicks. A company can use any eligible business phone number to create its account. If it decides to use multiple phone numbers and assigns them to groups of agents being responsible for a given kind of customer question, the received text messages will be routed to these groups. This makes the process of responding and answering questions quicker and more efficient. All text messages queries are managed in the LiveChat platform, so support agents don’t need to learn a new interface.
“At LiveChat, we aspire to remove communication barriers between customers and businesses. We keep extending the functionalities of our products by adding more communication channels so that companies can meet their customers’ expectations. By having more possible ways to reach a business, people have more control over their communication,” says Karolina Popów, CPO at LiveChat.
The LiveChat application is already used by more than 30,000 businesses. The platform’s broad offering of communication channels includes Facebook Messenger, WhatsApp, Apple Business Chat, Slack, Google Hangouts Meet, and now, Twilio SMS. These channels, along with all of the other 170 integrations from different categories, are available in the Marketplace for all of LiveChat’s customers. They give businesses the ability to customize the chat based on their own service manuals and customer communication guidelines. By opening up the product for third-party solutions, LiveChat allows its customers to create foundations for personalized interactions with end-users.
More information about this feature can be found here: https://www.livechat.com/marketplace/apps/twilio/
Boston, MA – June 16, 2020 – LiveChat Software, the company behind the popular LiveChat customer service platform, has made it possible to natively integrate the platform with HelpDesk. From now on, the more than 30 000 companies that use LiveChat will be able to use one interface for both applications.
LiveChat Software launched HelpDesk as an independent product last May. HelpDesk is an improved ticketing system, based on core functions already available in the LiveChat application, which allows website visitors to leave messages when customer service agents are offline. In addition to collecting customer inquiries, the tickets in HelpDesk are also appropriately categorized.
“Over the years we have become a business with many products. We want them to operate together, offer a consistent experience, and be easily accessible across the product suite. Although each product works well independently, joining them together lets users create a communication management center,” said Rafal Kloc, Product Marketing Manager at LiveChat.
With the integration, HelpDesk is embedded in the LiveChat app so users don’t need to switch between two applications while working with customers. This lets users manage all messages from customers in one place: incoming emails, requests from web forms, and more. The application stores the full conversation history with every customer which makes it easier to find valuable insights and help customers faster.
Moreover, users are able to measure the company’s performance and identify trends using reports such as Ticket Satisfaction, First Response Time, or the new ticket Heatmap, which shows the volume of tickets received at different times of the day. Customer service team managers can use this information to better plan agents’ work during peak times.
In conjunction with the launch of the integration, HelpDesk has also unveiled the new Learning Space platform that is available for free to its users.
“Instant, short forms of communication changed the way we write emails. People’s inboxes are often spammed with unnecessary messages lacking proper etiquette. That discourages many from using email. However, despite the evolution of real-time communication, email is still the core of online correspondence. We created the Learning Space platform in order to educate people about email best practices so that we all use email in the most effective way.” said Rafal Kloc, Product Marketing Manager at LiveChat.
The LiveChat team combines vast expertise in customer service with extensive product knowledge, which it shares in reports, webinars, and on the Success platform. Learning Space is the newest way the team has decided to share its knowledge. The first available course is covers writing business emails, including videos and tips on how to write confident emails in every business context.
For more information on how businesses can benefit from HelpDesk and instructions on how to install and use the integration, please visit this website: https://www.helpdesk.com/integrations/livechat/
Wrocław, Poland – May 19, 2020 – LiveChat Software and Infermedica, two European tech companies, have joined forces to launch a solution that helps identify coronavirus symptoms and provide advice to people seeking medical assistance. The solution takes the form of a chatbot.
“Authoritative, safe, and reliable, the logic behind COVID-19 Assessment Tool ChatBot is based on official WHO guidelines, meticulously coordinated and implemented by Infermedica’s team of doctors. What’s more, Infermedica’s COVID-19 Assessment Tool was recognized on a functioning WHO list of solutions supporting the fight against the pandemic. Since the beginning, our goal has been to help as many people globally as possible. Thanks to ChatBot’s market recognition, Infermedica can reach even more,” said Tomasz Domino, Chief Operating Officer at Infermedica.
LiveChat Software is a customer service company offering solutions for business communications. This includes ChatBot, an all-in-one platform to create, deploy, and track chatbots across channels. Infermedica is a digital health company that develops AI-powered solutions for preliminary diagnoses and triage. The teams have decided to cooperate to help share verified information about COVID-19 symptoms.
“Together with the Infermedica team, we believe that in the post-pandemic world, people’s awareness should be maintained as they may still become infected by the coronavirus. Now more than ever, it’s everyone’s responsibility to react fast when the first symptoms occur in order to protect others from the spread of COVID-19. That’s increasingly important when many of us start socializing, working at offices, shopping physically, and traveling,” said Szymon Klimczak, Chief Marketing Officer at LiveChat.
Based on an article published recently by Nature, people’s fears that sharing information about their symptoms can impact their daily lives are hindering the progress of getting accurate infection rates. What’s more, according to other research, people are more willing to provide sensitive personal symptom information to a chatbot than to a human. While the economy is slowly starting to revive, chatbots may be a good solution for symptom screening for people who are unsure of their health condition, yet avoid seeking health care or consulting about their concerns with others.
The chatbot is based on Infermedica’s COVID-19 Risk Assessment, a triage-oriented screening protocol. This technology and its logic were used in the preparation of the conversation scenario within the ChatBot platform. This combination helps to quickly identify coronavirus symptoms and get reliable information regarding basic COVID-19 concerns.
The COVID-19 Risk Assessment ChatBot is prepared as a ready-to-use template that can be implemented on any website as a chat widget. At the same time, it can be integrated with Messenger on any Facebook profile. The chatbot is equipped with a symptom checking feature which, by asking users a series of questions, quickly analyzes their symptoms and determines whether they are in the risk group.
Depending on the analysis of the user’s answers, the chatbot provides guidelines and advice already prepared by medical experts. Users are also given the phone numbers of local health institutions, and, in the case of a high risk of an infection, are expected to stick to the official rules on how they should behave and react.
The solution is aimed at public organizations and hospitals that are still on the frontline of the fight against coronavirus, but also businesses that are looking for a trustworthy tool that helps them provide their employees and audiences with the medically correct advice.
“We see the potential for our chatbot to be used on almost every website since its business use cases are limitless. Reliable and verified information on the coronavirus symptoms, and easy access to it, is crucial to prevent the spread of the infection. However, considering the various functionalities of the tool, it can be also available on the websites of travel agencies, tourist resorts, and facilities to provide information on local medical points dealing with infections. What’s more, it can serve as an additional, preventive check-in point for hotels getting ready for the return of their guests,” said Szymon Klimczak.
The chatbot solution is available for free. All the needed information is available here: https://www.chatbot.com/covid19-chatbot/. The scenario is kept up to date with the latest WHO and CDC findings.
The COVID-19 Risk Assessment tool created by Infermedica has already handled 450,000 checkups. There are already more than 300 organizations from more than 15 countries that decided to implement the tool, including PZU Zdrowie, Global Excel, International Medical Center, Dovera, Dr. Sintomas, and GdziePoLek, among others.
Miner, A.S., Laranjo, L. & Kocaballi, A.B. Chatbots in the fight against the COVID-19 pandemic. npj Digit. Med. 3, 65 (2020). https://doi.org/10.1038/s41746-020-0280-0, https://www.nature.com/articles/s41746-020-0280-0.
Lucas, G. M., Gratch, J., King, A. & Morency, L. P. It’s only a computer: virtual humans increase willingness to disclose. Comput. Hum. Behav. 37, 94–100 (2014).
Boston, MA – April 15, 2020 — LiveChat today announced its customers are now able to use Apple Business Chat, a new way for users to communicate directly with companies using the Messages app on Apple products.
“We are proud to support Apple Business Chat, which offers a powerful, engaging new way for businesses to connect with their customers where they are and when they want, using Apple products. Businesses that use LiveChat can easily sign up to try Apple Business Chat beta,”
says Mariusz Cieply, CEO at LiveChat.
LiveChat’s customers can use Apple Business Chat to give their customers an opportunity to easily contact businesses, receive real-time support, access products, and services, or make purchases quickly and securely using Apple Pay.
With Business Chat, customers can always reach a live person and are always in control of whether they share any contact information with a business.
To start an Apple Business Chat conversation, customers can tap the Messages icon on a company’s website or in their iOS app. If they choose the message, a conversation with the company’s agents will open instantly in the Messages app, and users can take their time responding when it’s convenient.
Apple Business Chat is now available in beta for users and businesses worldwide, and is built into iOS 11.3 or later. The Chat Suggest new chat suggestions feature is available on iPhone running with iOS 13 and higher. For more information visit: apple.com/ios/business-chat.
Messages sent by Business Chat users are routed by the LiveChat’s messaging platform to a company’s live agent consoles.
The integration is driven by the native LiveChat Platform APIs. It’s offered to businesses that are developing their customer service teams with an omnichannel communication mindset.
To get the service up and running, a company needs to follow an installation guide that is available in the LiveChat Marketplace.
WROCLAW, POLAND – 03/14/2020 – These are not easy times for many businesses. If your company is affected by these extraordinary circumstances, LiveChat wants to support you as much as possible. When online communication is taking the lead, we will do our best to help you stay connected with your customers, no matter where you may be working.
Our company has, just like many others, switched to remote work. Because of that, we know that it’s even more important to stay coordinated and provide instant information. Remember that our support team is available 24/7 to help you with every product problem and question you might have.
At the same time, we would like to assure you that your business is safe with us. All our products and infrastructure are up and running as usual. All operations, including product development and support, are running like normal.
Additionally, there are several initiatives that we’ve taken:
– We support nonprofit organizations supporting the community, especially during this time of need. Such organizations can apply for LiveChat for Nonprofits and get our product for free. (For-profit organizations can apply if they can show that they support others). If you need our help, or if you know an organization that could benefit from it, please let us know.
– An extended trial period for all companies that need to switch to remote work. Additionally, we can offer you a 50% total discount for your first annual payment. Reach out to us!
Despite the circumstances, we want to make sure that you can manage your workflow effectively. Our Support Heroes are more ready than ever to help you adjust to the challenges of this unique situation and to assist you in getting the most out of all of our products: LiveChat, ChatBot, HelpDesk and Knowledge Base.
Our priority is, and will always be, the wellbeing of our team and customers. We believe that by implementing these initiatives, we can help to keep you, your team, and customers safe, along with your business.
Take care of yourselves!
The teams behind LiveChat, ChatBot, HelpDesk, and KnowledgeBase
BOSTON, MA – 02/13/2020 – LiveChat, one of the leaders in the online business communication space, releases its annual report consisting of the most important metrics in the customer service space. The report was prepared in an interactive form that enables users to customize their dashboards and share observed metrics with others.
The current version of the Report shows metrics from the previous year, however, the company’s plans are bold. All metrics will be updated monthly to give companies access to data which helps them to relate their performance to this of their industry, company size or country.
To prepare the material, the LiveChat team has analyzed data from 23,487 LiveChat customers, representing 30 industries, and 150 countries. In total, 304 million chats were monitored, taking in 27 billion page views.
What’s more, the report was enriched with the comments of product, customer support and marketing experts. Professionals from HubSpot, GetResponse, Unbounce, Keap, among others, shared their opinions about the state of business communication in the field of customer service and technology.
The current state of live chat shows that companies understand the high importance of this tool in their communication processes. A business chat application is a key engagement channel and an integral part of any business’s digital strategy. It helps to fulfill expectations of convenient, fast and meaningful service. Yet, simply having the tool implemented on a website is not enough to improve customer experience. As Tyrone Lingley, Director of Partnerships at Unbounce, emphasizes, nowadays companies need to devote more time to match the tool to the tone and voice of their brand and make sure that the chat playbook is strategic, and people are getting the help they need.
In the last year, an average company using LiveChat experienced 1079 chats monthly, achieving an 80.9 percent customer satisfaction rate. This was a slide of 1.37 percent from 2018, and the third year in a row in which this rate decreased. In 2019, companies improved their first response time by 3 seconds, resulting in an average of 45 seconds.
According to the report, the average time a company was available on LiveChat per day was 12 hours 46 minutes. Because it is expected that a business will be on chats 24/7 (after all, the tool is called LiveChat), many companies have decided to launch chatbots in their support processes.
Chatbots and automatization have both produced a windfall of new opportunities for companies to engage, convert and support customers at any time. Gartner predicts that “By 2022, 70% of white-collar workers will interact with conversational platforms on a daily basis”.(1) Their implementation might work well not only in the enterprise environment but in small and mid-sized companies as well.
Allan Untalan, Director of Customer Support at Keap, pointed out that today’s messaging platforms are taking advantage of informatics tools to trigger not only a simple chatbot, but guided assistance in applications, or on websites to provide assistance without human intervention, even for more complicated setups.
The man vs machine dashboard represents a deeper look at the statics connected to chatbots in LiveChat.
To see the metrics illustrating the changes in chat statistics year to year, look at the infographic.
To learn more about the LiveChat metrics in customer service in 2019, go to https://www.livechat.com/customer-service-report/. To compare personalized metrics, go to LiveChat Benchmark, which shows how a business compares to averages for different industries and locations.
Smarter With Gartner, Chatbots Will Appeal to Modern Workers, Laurence Goasduff, 31 July, 2019,
Boston, MA – November 13, 2019 – LiveChat has joined forces with PrestaShop, the European leader in open-source e-commerce software. The partnership allows almost 40k merchants to add the LiveChat tool to their online shops directly from PrestaShop’s admin panel.
PrestaShop’s approach to building its product as an open-platform fits the bigger picture that LiveChat Partners Program has been focused on for a few years now. Rather than relying on direct sales for the users of e-commerce platforms, the company has consistently extended its partnership network in the matter of deep integrations with solutions dedicated to merchants.
LiveChat Partnerships Manager, Pawel Halas explains the benefits behind the collaboration for the company.
“PrestaShop’s environment consisting of small and medium stores is great for our product. There is no secret, live chat features are crucial for any online store and proved to have an impact on increasing sales revenue. What we appreciate a lot in PrestaShop is its open-platform model that enables us to build the integration in a way that is super easy for any merchant to install and use.”
PrestaShop already supports over 300k businesses worldwide. This is the first stage of the companies’ partnership meaning that the LiveChat feature is currently available for almost 40k merchants from chosen markets, among others, U.S., U.K and Nordic. If all goes as planned, the businesses will consider extending the partnership to other markets.
To make things as simple as possible, the LiveChat feature can be added to an online shop with just a few clicks. Both companies ensured the mechanics of integrating the chat app is user-friendly. However, if any help needed, the merchant can count on the support of the LiveChat customer service team available for users 24/7/365. Once the addon is placed in the PrestaShop admin panel, the merchant needs to set up an account within the LiveChat platform. The users will be charged according to LiveChat’s standard pricing plans.
Boston, MA – June 13, 2019 – The integration with LiveChat provides the website builder’s users with the solution that makes their online customer communication smooth and more efficient. From now on, the users can implement LiveChat through the WebSite X5 Marketplace in just one click.
LiveChat helps companies to run effective online communication. According to the LiveChat Customer Service Report’s results, 2018 was another year in a row, in which the demand for live chat has kept growing. In 2018, a company experienced an average of 978 monthly chats.
“Nowadays technology is playing a leading role in each business. Business owners should consider incorporating solutions that meet customers communication requirements rather than only selling products or offering services. Being right here, right now for those who have any inquiry helps to build positive experiences among your target groups and leads business to grow,”
says Szymon Klimczak, CMO at LiveChat, Inc.
Chatting with website visitors is just the beginning of LiveChat’s abilities. The application provides users with many more tools aiming to improve the business grow, including these ones that can work as conversion rate optimizers. The application was equipped with features that increase the likelihood of finalizing visitors’ purchase decisions, e.g. by adding chat invitations on-site, the website owners can reach all visitors automatically and start chatting.
By implementing the chat on websites, business owners are able to provide cost and time savings. As an example: while a phone agent can speak to only one client at a time, a LiveChat agent can work with 10 clients simultaneously. On the other hand, using LiveChat on a website means you have to be available for your clients. This, of course, is much easier said than done, especially when it comes to small businesses. LiveChat offers a solution to help. Within the latest integration with ChatBot, users are able to boost their customer service performance with bots.
“LiveChat is a global brand in this competitive market and has a product that performs well because it enables all levels of users to quickly handle customer service with live support.
Incomedia is extremely excited to work in partnership with LiveChat and to offer LiveChat as complementary and additional service to WebSite X5. We look forward to supporting LiveChat with our service offerings in order to push their product to the best channels and give them the visibility they deserve,”
says Federico Ranfagni, CEO of Incomedia.
WebSite X5 is a software that has an easy-to-use interface which is packed with tools and enables all levels of users to create and publish professional websites, blogs, and online shops, without needing to code. Follow the program’s 5 steps, take advantage of the Drag & Drop editor, and use template and object presets to easily create responsive sites that are compatible with all browsers and the latest mobile devices. WebSite X5 has no monthly fees and allows to create as many sites as the customer likes. Plus, since the software is installed on your PC, it is possible to work anywhere, any time, even without an Internet connection.
WebSIte X5 includes LiveChat as a pre-installed object in the editions Evo and Pro of its application. More information: here.
Boston, MA – June 10, 2019 – LiveChat, a company behind a chat application for customer service and online sales, announces today a new feature in its framework for creating chatbots. ChatBot, the second product in the company’s portfolio, now allows its users to collect customized data about visitors who have been chatting with their bots on websites or Facebook.
Thanks to this, ChatBot’s customers are able to use chatbots not only to communicate with website visitors but also provide businesses with the data they need to improve their customer experience and fulfill the company’s other marketing goals.
“The Users feature is an important step in ChatBot’s development process as it helps us to present chatbots’ marketing capabilities clearly. With ChatBot, we’re aiming at chatbots that are able to fulfill many of a company’s needs rather than bots that are only another communication channel, answering the most frequent of customers’ queries,”
Dariusz Zabrzenski, Head of ChatBot’s team.
How does it work?
ChatBot’s users can define which visitor’s data should be collected by implementing ready-to-use or custom Attributes in the bot’s scenario (e.g. ‘name’, ‘e-mail address’, ‘city’). With this ability, chatbots are becoming an alternative to lead forms as they gather needed information in a more conversational way.
All gathered data is visible as a list in the dedicated ChatBot “Users” section. Users can customize the main view of the list by adding columns, e.g. email, name, or city, to have the most essential information about the visitors handy and to prioritize it based on their goals. If a visitor comes back to the chat and is recognized by a bot, the information about him will be updated in the visitor’s card automatically.
The list of visitors’ data can be filtered to select groups that fulfill some given criteria. For example, a user can filter a list of the visitors that signed up to a company’s newsletter, and who are located in NYC. The chosen groups can be then organized into separate segments that allow companies to create mailing lists, prepare databases or utilize the gathered data for specific sales or other marketing purposes.
What is ChatBot in detail?
ChatBot is a framework launched by LiveChat in 2017. The tool is already used by Adidas, Boston University, and Kayak, among others.
The application allows a company to use chatbots in its communication strategy even if it is not a tech-savvy business. ChatBot offers its users a drag and drop interface to create bots. They also have access to the Academy section that explains the more difficult aspects of bots creation.
ChatBot offers two matching systems that can be used alternately – Machine Learning (which focuses on whole sentences typed by users during a conversation with a bot) and Keywords (which are based mostly on crucial words or expressions). With the power of entities, which recognize the most popular common concepts like emails or phone numbers, chatbots can match inquiries correctly and capture important data (including those more complicated than numbers) as well.
The built-in Training section allows users to review all of the unmatched customer queries that a bot didn’t recognize and add them directly to the scenario without the need to dig into the conversation archives.
Chatbots created within the application can be implemented in Facebook Messenger, Slack, and LiveChat, or as a chat widget.
A new product from LiveChat helps companies to seamlessly organize and manage email communication with their customers.
BOSTON, MA – 15 May 2019 – LiveChat, one of the leaders in the online business communication space, launches the fourth product in its portfolio: HelpDesk, an application that enables companies to simplify their team efforts when it comes to running customer service via email.
HelpDesk focuses on simplicity. The product has been equipped with features that are crucial in solving customers’ problems effectively. This know-how was collected by the company while creating Ticketing System features in LiveChat, one of the core functionalities in their chat application that enables website visitors to leave a message when customer service agents are offline.
“Live chat has become increasingly important to how businesses build and scale personal experiences for their customers. However, there are still companies that use email to contact their clients, and clients who prefer to contact the company in this way. We develop our product portfolio in a way to meet almost every need that a company may have,” Mariusz Cieply says.
The long-term idea of HelpDesk is based on helping companies run effortless customer support. This effortlessness will be fueled by automatization which will enable the product to analyze customers’ issues and provide solutions to them.
“In LiveChat’s vision for the customer service future, most companies will make the automation an essential part of their communication strategy. It doesn’t mean giving up personalization, but using this technology in a way that allows companies to build even better experiences for their customers, all this thanks to processing appropriate information. Let’s look at the case of answering the most frequent customer requests. By using automation customers are able to receive the reply in almost real-time, in a consequence, support teams can focus on more complicated queries that require much more of their team’s effort to be solved,” Mariusz Cieply says.
The HelpDesk solution enables customers to leave a message for a company by using dedicated email addresses. It’s also possible for team members to create a ticket if a customer’s query came from other communication channels, such as LiveChat, Facebook Messenger, WhatsApp or a phone call. In the further development stages, the application will gather customer queries on its own no matter where they come from.
All the inquiries are collected as tickets and assigned with the appropriate statuses and categories within the application. Ticket statuses or categories help to navigate through collected messages and manage them in a more effective way compared to an email inbox. What’s more, knowing which of the tickets are open, pending or solved makes the customer service team’s job seamless and much more efficient.
Besides ticket details, the application also stores customer profiles and the history of their previous messages. This helps companies to provide more personalized communication and find valuable insights or identify the context of a given query.
HelpDesk also supports team collaboration with an assignment feature which enables a user to assign a ticket to a group or a particular person. HelpDesk then sends email notifications to let the team members know it’s something they need to take care of.
To speed up the response time, a user can provide canned responses. They are templates that simplify dealing with repetitive questions and are instantly available for the whole team.
In the next development stages, HelpDesk will also be enriched with reports that include the number of new tickets, the first response time, the number of solved tickets and their resolution time.
HelpDesk is available as a desktop and mobile application.
For more information on how businesses can benefit from HelpDesk, please visit the product’s website: https://www.helpdesk.com
LiveChat powers conversations for 27,000 customers, including Huawei, Adobe, PayPal. The company was founded in 2002 to connect companies of any size with their customers anytime and anywhere, just the way they are used to.
Beyond the LiveChat solution and the HelpDesk tool, the company offers ChatBot – a framework for creating bots, and KnowledgeBase – an app for developing self-service help centers.
All the company’s products are a part of the LiveChat platform ecosystem thanks to which their users are able to integrate them to enhance their teams’ productivity and effectiveness as well as fulfill their business needs and build even better customers experiences.
LiveChat has just published the results of their fourth annual Customer Service Report. The numbers presented indicate that companies are following almost the same path adopted a few years ago, and it’s rather bad news.
BOSTON, MA – 01/29/2019 – This was another year in a row when customer satisfaction for live chat app conversations dropped. The companies featured in the report scored 82.26 on a 100-point scale, a slide of 1.5 percent from 2017. From the 19 industries covered by this report, only 4 rated higher, LiveChat’s analytics team said.
This year’s Customer Service Report is based on data gathered from 25,000 companies representing 19 industries from 150 countries. LiveChat’s team analysed 47.4 billion website visits, 437 million chats and 21 million tickets to produce the insights.
The Report’s results confirm, for the third year in a row, that the demand for live chat has kept growing. Even though the number of analyzed companies grew by over 20% year on year, the average number of chats they handle remains at a steady average of around 1000 per month.
“Customers are eager to use chat for contacting brands online. However, they’re becoming less happy with the quality of these conversations. The pain point is mainly the fact that although chat initiates contact with the company, the issue often isn’t solved within a single conversation,”
-Szymon Klimczak, CMO at LiveChat
The top and bottom performing industries in the customer satisfaction category remain the same this year. The software industry had a customer satisfaction rate of 90.6% (90.69% in 2017) and Web Hosting had 89.2% (89.64% in 2017). They weren’t the fastest in first response time and the handle time rankings, but they’ve made their customers the happiest by solving their issues in one touchpoint.
“In the age of automatization, bots and voice assistants’ short first response time no longer impresses the user. Consumers have more clearly defined goals so they’re going to be more discerning about the quality and efficiency of each support experience. This trend for tech companies appears in the report for the third time and, surprisingly, it hasn’t caught on in other industries yet. We believe that great communication with the customer comes not only from knowledge but also from making the right use of integrations between tools. Tech companies are naturally more advanced in managing their technology. They gather information about the customer from multiple sources and collect them in a single place. This way communication becomes easier to handle, no matter where the customer has come from,”
-Szymon Klimczak, CMO at LiveChat
At the other end of the ranking, the worst customer satisfaction rate was experienced by the Travel Industry (75%) and the Games and Gambling industry (77%). When it comes to the size of the company, the lowest customer satisfaction rate was noticed across medium-sized companies (10-99 employees).
The takeaway message from the report is that companies should focus more on differentiating customer service and on the quality of the communication. Nowadays, we’re observing much deeper intelligence and connectivity in the conversational space. With the advancement of technology, customer expectations are increasing and this trend will not change. What’s more, it’s going to be even deeper with the increasing popularity of natural language interfaces or video and voice chats.
Others key highlights from the 2019 Customer Service Report
The end of the year is still the busiest time
During the last quarter of the year, the biggest increases in chat numbers were noticed in Games and Gambling (avg. 8.3 million chats monthly), Retail (avg. 2.1 million chats monthly), and Entertainment (avg. 1.8 million chats monthly).
The summer months start to heat things up
The Education industry is, in large part, responsible for the increase in the number of chats in the summertime. The team noticed that this rose from May until October. It may be related to the end of the semester and the application process that happens in colleges and universities at that time.
The happiest customers are in the Philippines and Thailand
In 2018, the Philippines and Thailand overtook Australia which had been leading the ranking for three years. The Philippines scored 91.71% and Thailand 89.39% for customer satisfaction.
LiveChat, a provider of chat applications, has been publishing its customer service analysis since 2015. The aim of these reports is to indicate live chat trends and allow companies to stay up-to-date on the overall customer service metrics that matter for their businesses. Here you can find the materials from previous years.
The company announces that its major product has been enhanced with a comprehensive integration with ChatBot. It’s now easier than ever for the LiveChat users to sell, market and support their customers using bots.
BOSTON, MA – 11/28/2018 – LiveChat, a customer service company founded in 2002, is extending its features portfolio to chatbots that are rich in images, buttons, cards and create limitless possibilities for companies to showcase their products or provide services. This new chapter for LiveChat product development was designed to improve the customer support experiences and to solve service issues more efficiently.
The new bot’s capabilities were achieved with the integration between LiveChat and ChatBot – a bot factory and the company’s second solution. ChatBot, formerly BotEngine, was launched on the market over two years ago. The platform is focused on delivering a simple drag and drop interface and fast bot deployment.
“Since the very beginning of the chatbot trend, we were completely sure that the conversational technology will transform business and totally change how companies communicate with their customers. It meant that we – as software providers – must be there. That’s why, two years ago, we bet on a chatbot framework development. Since the product became mature enough to meet more users’ requirements, we have intensified our work to integrate it deeper into LiveChat application and now we’re presenting our vision for how bots should operate within the chat application. Working on such an emerging technology, it’s obvious that we haven't yet said everything on this matter, same goes for our competitors,” said Dariusz Zabrzeński, Head of Research and Development at LiveChat.
The portfolio of the new functionalities designed exclusively for the LiveChat – ChatBot integration includes:
The idea of expanding into the area of chatbots came from the natural observation of data. The Customer Service Report 2018 , that has been prepared by the company each year since 2015, uncovers that in 2017, businesses experienced an average of 10 572 monthly chats, compared to 9 763 in 2016. It means that there was a year-to-year increase of 8.29% in chat demand. Growing popularity of online communication has prompted companies to handle their customer issues even more effectively and LiveChat believes that chatbots are the best solution for that.
There are a couple of ideas to incorporate chatbots into a LiveChat window. “By using them you can say “hi’’ to your customers and at the same time filter spammy messages. What’s more, chatbots are able to automate your appointment booking systems. They can survey your customers and let you get to know them better, or, what we personally like the most, when your support team is offline or has a chat queue, bots are great in keeping your customers from waiting. In our case, bots that are implemented on the LiveChat website closed 36,886 cases without the need to transfer visitors to human agents,” said Zabrzenski.
The company’s integration competes in an increasingly crowded field of bots and chat services. Unlike several available bot platforms from the live chat providers, ChatBot can be used without the LiveChat subscription. Users can create chatbots for Facebook Messengers, Slack or use a customized chat widget for a website.
ChatBot targets non-tech-savvy users, that’s why all its built-in features can be used without any programming. However, if you want to go crazy with your chatbots, an API documentation is for your disposal. ChatBot offers a profound tutorial and Academy in which creators explain all chatbot secrets and present valuable tips. It’s also possible to implement ready-to-use bots scenarios prepared by the company’s experts, e.g. Sales Bot, Lead Generation Bot or Welcome Bot.
BotEngine’s users can now use a new section in the app that enables them to explore all the ins and outs of creating chatbots for any business scenario. It’s now easier than ever for a company to build a chatbot that fully meets its needs in a specific area of its business.
Boston, Massachusetts — November 12, 2018 — BotEngine is a chatbot factory, that focuses on no-coding, one-click integrations, and the freedom to create scenarios for any business situation. Thanks to the platform, almost every company can implement bots in its communication with customers. The tool was rolled out as an independent product in March this year by LiveChat , a provider of an app for customer service and online sales.
From now on, BotEngine users can create chatbots supported by Academy, a new built-in section in the application. It’s dedicated to especially those users who don’t want to spend their precious time studying the BotEngine’s docs and tutorials. Academy is going to guide the beginners through quick solutions to become a chatbot expert. In Academy, a user may find complete lessons that show in a few minutes all shortcuts, best practices, and pieces of advice to build a complete chatbot for a specific business need.
“We’re aiming to create a venue, where our users can learn more about the platform functionalities, both basic and advanced, such as stories, interactions or rich messages,” says Dariusz Zabrzenski, Head of Research and Development at LiveChat. “In the future, we’re going to supplement Academy by including new chatbot scenarios, as well as those which are dedicated to concrete integrations.” Specifically, while creating chatbots in the BotEngine app, users can integrate them with their Slack, Facebook Messenger or LiveChat accounts.
Academy helps especially those users who are feeling the need to automate a part of their communication with clients but don’t know how to go about it. Academy educates as well as supports a company in its digital transformation. BotEngine’s creators focused on making the application as easy as possible for its users and in this way, realized the idea of creating chatbots without programming skills.
In the Academy section, a user can find various lessons that will guide him through the complete process of building a bot. Following them allows him to create a ready-to-use chatbot story. Each lesson covers a different bot scenario and emphasizes a different part of the building process. Being built into the application, Academy is free for BotEnigne users.
Lead Generation bot
The lead generation bot boosts both the quantity and quality of a company’s leads by auto- qualifying them 24/7 and sending the collected data to the backend for further auto-evaluation.
The welcome bot takes all incoming chats, handles all simple cases and leaves the difficult ones to a company’s customer service team.
After Hours bot
A bot which gathers data from customers while support agents are offline.
A bot that engages a company’s audience in a short competition that gives them a chance to get to know a brand and a company, and gives a company a chance to better understand its customers.
A bot that assists a company in handling all of the booking processes and sends collected details to the backend.
An engaging bot that asks for user feedback and saves all collected data, allowing a company to get to know its customers’ opinions and build its mailing list.
Today LiveChat announces the launch of the Community platform. In this place, customers are able to connect with other users, experts and developers to find answers to their questions and share experiences. That is the next step in creating a platform around the LiveChat products.
Boston, MA – October 25, 2018 – Currently, the LiveChat product is used by more than 25,000 businesses from 150 countries. Although they are not all from one industry and have a different size or business perspective, many of them have the same experiences while using LiveChat.
Thanks to the Community platform, LiveChat wants to facilitate the exchange of information and knowledge among users. The discussions concern using LiveChat in the best way, but also improving the company’s customer support with tips and best practices from others.
The platform is going to be the next place where users can contact LiveChat’s employees (the first one is customer support available 24/7/365). “Our idea wasn’t to create a help or support center, but rather, to allow our users to contact our developers or product managers. We want to be in constant contact with our customers, listen to their feedback and keep them up to date with our updates. Many new features introduced to our products are born through communication with them,” says Agnieszka Jaśkiewicz, Community Manager at LiveChat. “I think that inclusion is a key word when it comes to building a strong community around a product. It is crucial to make people feel that they have an impact on the products they are using if we want them to use our solutions often and talk about them more.”
The “Community” is the next, important step in transforming current LiveChat’s business model into a platform. From the platform perspective, the interactions between LiveChat customers, partners and developers are the core value, unlike the SaaS model where the core value is a product itself. In fact, exchanging information, sharing resources or services happen among every group. Hence, the “Community” is also expected to drive the LiveChat for Developers program. Developers, who are registered in the program, will be able to learn about customers’ needs and thanks to it, create applications that fully meet their expectations.
When it comes to the Community platform, LiveChat puts a lot of attention to valuable communication. Anyone can browse the community, however, if you want to contribute (publish posts and respond to them), you need to be logged in to the LiveChat’s account. “In this way, we want to avoid publishing any marketing announcements, keeping the platform clear and straight to the point. We focus on users who help and want to be helped. Thus, letting the community grow naturally and organically,” adds Agnieszka Jaskiewicz.
Since 2002, LiveChat has been focused on building the best products. Now, the feeling in the company is that it’s time to create a venue where the customers can communicate with each other and help to create an even better solution. The center of this community isn’t the company but the users.
After six months of the beta version, BotEngine’s features portfolio has expanded to include rich messages, two types of matching system and API documentation. LiveChat has announced that it is still working to create the most comprehensive product of all chatbot factories.
Boston, MA – 14 March 2018 – The beta version of BotEngine was launched in June the previous year. During the beta tests the creators recorded nearly half a million bot conversations. Thanks to users’ activity, the company was able to fully test the platform and further optimize its dashboard. What’s more, some essential features have been added and the company has announced that they’re going to develop the product even more quickly.
“From the very beginning, our main goal for BotEngine is to develop the simplest process of creating conversational interfaces,” says Mariusz Cieply, CEO at LiveChat.
This is why BotEngine is focused on no-coding, one-click integrations and the freedom to create scenarios for any business situation. Thanks to the platform, almost every business can implement bots in communications with customers. A user is able to write a bot scenario on their own or use ready-to-implement templates (which is particularly interesting for non tech-savvy companies).
One of the most crucial new features added during the beta phase is rich messages. They allow for the creation of conversational scenarios in which bots are able to reply with text, images, cards or buttons that lead to a specific website. Users can also add action responses such as ‘transfer’ or ‘to go’ which make story planning easier and more efficient.
While creating a bot scenario, a user can choose one of two offered matching systems. The first solution is based on Machine Learning. During a conversation with a bot, a customer’s message is analyzed by an advanced NLP mechanism to make the conversation with bots more natural. The second solution is keywords. While chatting with users, the system is looking for the specific keywords in the user input.
If some BotEngine users want to go crazy with their chatbots, they can use the provided documentation. The use of the BotEngine API makes it possible to prepare bots to take virtually any needed action.
BotEngine can be used with Facebook Messenger, LiveChat, chat.io, Slack and also as a chat widget on a website. One click is all it takes to implement chatbots in these platforms. “We plan to implement even more integrations to make BotEngine the most comprehensive of all chatbot factories,” says Mariusz Cieply, CEO at LiveChat.
Users who don’t wish to miss the party can join a public Facebook group called BotEngine.ai – Chatbots Community, where the company’s experts answer all users’ questions. The BotEngine creators are also running a Help Centre with Q&A, concerning conversational AI (https://www.botengine.ai/help). The company also offers personal support for those users who need help.
BotEngine users are billed for the package which costs $50 for 1000 conversations per month and also includes all platform features, the ability to create an unlimited number of bot scenarios, a chat widget and our personal help. After a user reaches the 1000 conversation limit, the charge is $0.01 per conversation.
BOSTON, MA – 24 January 2018 – More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly, the latest LiveChat Customer Service Report 2018 uncovers.
As is tradition every January since 2015, LiveChat has published its annual Customer Service Report which aims to bring knowledge to business owners and customer service decision makers. The material highlights the practices that make customer service more (or less) effective, identifies the trends that changed over the year and predicts what we can expect in the next 12 months.
This time, LiveChat looked at data from January 2016 to December 2017, analyzing 21 thousand companies, representing 22 industries. The Report is based on 32 billion website visits, 334 million chats and 17 million tickets (a message that visitors can leave when customer support agents are offline).
In 2017, businesses experienced an average of 10 572 monthly chats, compared to 9 763 in 2016. It means that there was a year-to-year increase of 8.29% in chat demand. This growth proves that live chat is becoming a more and more natural channel for customer-business relations. The increasing popularity of live chat tools is also very promising for the whole live chat market. The changes in online communication have prompted providers to tailor the products even more to meet the needs of business users and help them to handle their customer issues even more effectively. Companies – no matter what size they are or what line of business they are in – still have some challenges to tackle.
The Report posts that the average customer satisfaction rate dropped by 2.81% in 2017 compared to the previous year and it’s now at 83.54%. Even though this decline isn’t significant, businesses should aim at higher satisfaction, not lower.
“This year, we noticed a really interesting trend. What makes customers the happiest is dealing with an issue in one go, no matter how long it takes. Tech companies have one of the longest average handle times, but because they solve most issues in one touchpoint, they lead the pack when it comes to customer satisfaction.” says Szymon Klimczak, CMO at LiveChat. Software houses had a 90.6% satisfaction rate among customers, Web Hosting – 89.6% and IT –- 86.8%. This is way higher than the global customer satisfaction rate (83.54%).
On the basis of the Report, we can also observe a clear disparity in the efficiency of customer service between companies of different sizes. It contradicts a common misconception that small and mid-sized companies run more successful support because of the personal approach. One of the findings shows that small (1-9 employees) and mid-sized companies (10-49) can’t handle the demand for chat as well as enterprise–grade businesses do. In 2017 enterprises decreased the number of tickets by 6%, while SMBs had a 19% increase in the number of tickets they handle. As a result, they also had the lowest average customer satisfaction rate: it was 81% on average. While it seems a given, that having a live chat installed requires almost real time responses, some companies still seem to ignore that. On the other hand, many more businesses have found the solution to that issue in chatbots which can handle most matters during the absence of a customer service team.
The other key findings:
Holiday Season is the busiest for Retail
November and December are the months with the highest number of chats. During this period, the average Retail business had a 9.8% increase in the number of chats when compared with the rest of the year.
The happiest customers are in Australia
Australian companies scored the highest customer satisfaction rate of 89.2%, leading the ranking for the third year in a row. It’s a slight drop from 91.35% in 2016.
Annual picks for Automotive, IT, and Gambling
The first four months of the year were the busiest for Automotive and IT companies. The second part of the year, starting from August, is the busiest for Games and Gambling businesses.
The Customer Service Report 2018 is based on data from over 21 thousand companies representing 22 industries using live chat and tickets for customer service and sales. To be included, companies must have had at least 1 chat daily. The data was gathered from 32 billion website visits, 334 million chats and 17 million tickets.
LiveChat offers a chat application to help fast-growing businesses to stay in touch with their customers, anytime and anywhere, just as they have come to expect.
Boston, Massachusetts — October 27, 2017 — LiveChat announced it has been named a BigCommerce Certified Technology Partner, providing more than 50,000 BigCommerce customers access to a solution which will make their online customer service instant and more efficient. Beginning today, BigCommerce customers can integrate the tool through the BigCommerce App Marketplace in just one click.
“If you want to succeed in ecommerce, you must pay great attention to your customer service strategy. Brand websites are the most popular way for clients to communicate with brands,” said Szymon Klimczak, CMO at LiveChat. “Many companies found the solution for this matter through live chat technology that helps to automate customer service, making it even quicker. This is proved by the fact that currently our product is used by more than 21,000 businesses worldwide. We promote our know-how among the target groups with the zero-budget marketing and without a sales team, consequently following the inbound strategy.”
LiveChat allows businesses to run online customer service more efficiently, providing cost and time savings for the business owner. As an example: while a phone agent can speak to only one client at a time, a LiveChat agent can work with 10 clients simultaneously. What is more, by adding chat invitations on-site, the website owners can reach all visitors automatically. This helps to increase customer engagement, which increases the likelihood that they will finalize purchase decisions. In this way, the chat application can be also used as a conversion rate optimizer.
On the other hand, using LiveChat on a website means you have to be available for your clients. This, of course, is much easier said than done, especially when it comes to the small businesses. LiveChat offers a solution to help. Within the latest integration with chatbot factory BotEngine, users are able to boost their customer service performance with bots.
“Our partnership with LiveChat further illustrates our commitment to providing merchants access to the highest-caliber technologies and service providers available in the industry,” said Russell Klein, senior vice president of corporate development for BigCommerce. “LiveChat shares our desire to help merchants sell more and grow faster to maximize success, and we look forward to working together to mutually support customers.”
BigCommerce Certified Technology Partners are selected for offering best-in-class technologies, value, and superior customer service. For more information, visit: https://www.bigcommerce.com/apps/livechat-premium-live-chat-and-help-desk-software/
LiveChat has announced its integration with BotEngine, a chatbot platform. From now, each of over 21,000 companies already using the chat application is able to boost their customer service with bots with just one-click.
Boston, Massachusetts — 9 October 2017 — Customers gladly turn on the LiveChat widget when looking for customer service on digital platforms. This is proved by the fact that creators of LiveChat are monitoring the activity of over 1 billion end-users visiting its customers’ websites every month. What they mostly appreciate in customer service via chat application is its speed and effectiveness.
“Customer service is moving quickly with evolving technology. Currently, bots are a hot trend” says Mariusz Cieply, CEO at LiveChat. “Some people might not want to chat with robots at first, but it changes when bots give them what they expect – convenience, speed, and personalization.”
LiveChat offers an integration with bot-building service to help companies in making their customer service accessible and productive. BotEngine is an advanced tool which allows designing a complex AI-powered communication strategy.
All bot scenarios are created directly in BotEngine as stories, which later are triggered every time a visitor starts a chat on a website. Bots’ chats are tagged and stored in the LiveChat archives. In this way, it’s easy to filter them and set apart from the ones conducted by agents.
Moreover, BotEngine archive allows a user to take more advanced information about bot’s conversation. In the platform, a user has access to text analysis and can easily detect if the bot’s answers are appropriate or not. All incongruities are listed with an accuracy confidence score helping the user to improve the bot scenario. Conversations with bots can also be rated by visitors with thumbs up or down at any moment. Monitoring customer satisfaction helps to better understand the bot performance.
The platform uses Natural Language Understanding. This mechanism receives data from a customer’s query and tries to find the most suitable answer based on collected information and current user path in the bot scenario. When the user is on the path between two similar interactions, then the algorithm first tries to match user input message with the next step of the story. While creating a bot scenario, a user can add ‘entities’ and define a confidence score that will be used in their matching. In this way, even when a visitor makes some mistakes, e.g. instead of ‘New York’ writes ‘New Yorr’, a bot will be able to match correct answer put in a scenario.
If a bot can’t complete a task, the conversation will be forwarded to an agent. It might happen in two cases:
LiveChat rolled out BotEngine as an independent product in July this year. Since the launch users created over 1,000 bots’ scenarios. From all feedback, the creators have received, what users appreciate the most is platform’s UX and UI.
“Users feedback has a huge value for us as our further aim is to build a marketplace around BotEngine where bot makers will be able to share their knowledge, experience and most importantly – the results of their work: chatbots. We want to develop the platform in ways that are mostly expected by its users” says Dariusz Zabrzenski, Head of Research and Development at LiveChat.
All instructions related to the integration are described in tutorials. In the next few weeks, the ready-to-use bots will be able to be implemented directly from the platform’s marketplace. The bots scenarios will be mainly based on lead generations, sales or in-house usage for different types of business. The creators will also encourage bot makers to share their own scenarios in the BotEngine marketplace.
One of the most popular customer service software provider has reached a new milestone. LiveChat now has over 20,000 customers.
Boston, Massachusetts — 21 June 2017 — LiveChat, the company behind the popular communication platform, confirmed it now enjoys a portfolio of 20,000 businesses using its product.
In the last seven years, the company has rapidly built its customer base across industries, including e-commerce, healthcare, education, HR, hosting or automotive. LiveChat, in 2015 reported 10,000 paid customers, doubled this number in just two years.
58% of the customers come from the United States and Canada. LiveChat is used also by the businesses from Europe, Australia, Africa and Asia. The flexibility of the platform ensures it can be used both by small companies and large enterprises such as Asus, GoDaddy, Liquid Web, Stripe, Hulu, Roku or Huawei. The customer portfolio is completed by Fortune 500 companies including Best Buy, Home Depot, Macy’s, PayPal and Xerox.
“We started our LiveChat journey with small and medium businesses and we can proudly say that over the time some of them have grown with us. However, since we’ve changed our business model from classic sales approach to SaaS in 2010, we’ve become even more attractive to the enterprises” says Szymon Klimczak, CMO at LiveChat. “Currently, we are monitoring the activity of over 1 billion end-users visiting our customers’ websites every month. That scale is exciting and gives us a lot of opportunities!” he adds.
To date, LiveChat employs 70 people. In addition to marketers, content writers, developers or market researchers, there is also the Support Team which works 24 hours a day. These 17 Support Heroes answer on average 23,000 questions monthly and, from the beginning of 2017, keep 98,5% customer satisfaction rate.
Yet, LiveChat customer experience isn’t only based on efficient support, but also on the base of knowledge about the product and the running successful customer service. The company promotes that know-how among the target groups with the zero-budget marketing and without a sales team, consequently following the inbound strategy. LiveChat pays attention mainly to education, engagement, and word of mouth which for the company are much more valuable than paid advertising.
When a website owner becomes a LiveChat user, the opportunity to chat with the customer is just the beginning. The platform also allows for the company to monitor the website’s traffic or engage with the visitors by LiveChat greetings, with a profound effect on the conversion rate. By virtue of the several dozen integrations, including Salesforce, Kissmetrics, Google Analytics, HubSpot or Facebook and Twitter, any company can customize the platform in a way that fully fits its business needs.
LiveChat is being consequently developed and improved. In the nearest future, the new goal for the company will be to implement the chatbots factory. At it’s core, the natural language understanding framework will give a huge business opportunity to both small and bigger companies willing to develop or improve their customer service.
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