LiveChat updates

LiveChat for BigCommerce just got better!

You already know that LiveChat helps you engage your customers and send beautiful product recommendations in chat. Now we are here to help you make the purchase process smooth as silk for your customers.

The newest version of our BigCommerce integration – Customer Insight, allows you to see your customer’s cart the moment they come to chat. With just one click you can see the cart content, and based on that suggest complementary products!

If the customer’s cart is empty, send them suggestions in the form of Product Cards. Each contains an image and a clickable link taking the customer to the product page. You can select up to 10 at a time, and they will be displayed to the customer in the chat as a carousel!

LiveChat app for BigCommerce is available to install from the BigCommerce Marketplace.
Learn how to connect LiveChat to your BigCommerce store in our help center.

Introducing multiple greetings per session and more!

Multiple greetings were requested by our clients, and we are very excited to announce that they are here!

Now you can enable multiple greetings per session, and show different greetings to visitors on your website as they meet the conditions for these greetings. For example, if you have an offer on a specific product, but you are also running a promotion for returning visitors, with multiple greetings, one greeting will be triggered when the returning visitor hits your website, and another when they visit the promo product page.

While we are on the topic of making our greetings even better, you can now add the input message field to any type of greeting. The input message allows the visitors to type in a message and immediately start a chat. Our data shows that this alone increases the number of chats by 10%!

We’ve also tweaked our Google Analytics integration, to help you track not only how many greetings are displayed, but also the clicks on rich greeting buttons. Each event contains the button ID and content, so that you can track the performance of particular buttons.

Intrigued? Read more about how greetings can boost your business.

Introducing LiveChat Accounts

We’re introducing LiveChat accounts – a seamless way to log in to all our tools with just one click.

Welcome to our new LiveChat login page which will soon enable you to access LiveChat, ChatBot, HelpDesk, and Knowledge Base with just one account.

Read about LiveChat Accounts here. And stay tuned, there’s more coming soon!

Spot prospective customers in seconds with custom segments!

Time is money. Now, finding website visitors who need assistance got even faster.

Keep an eye on chosen groups of customers in real-time. Interact, engage, support, and sell, just at the right moment.

Save filter combinations as segments and view chosen groups of customers in one click.

Save segments for returning customers browsing through particular pages to offer discounts, complimentary products, or personalized offers.

Create segments with visitors coming from predefined pages to prioritize them in a queue.

Options are endless!

Identify certain groups of website visitors faster and reach out to them with the right approach. Improve your chances to sell, customer experience, and resolution time.

Sound good? Jump to Customers section and create new segments now.

Want to learn more? Here is everything you need to know.

Improved chat supervision is here

You want all your chats with customers to go as smoothly as possible. Our new chat supervision features get you closer to your customer support reps while they’re having conversations with your customers. Expect an improved workflow and higher customer satisfaction rates!

Private mode allows your customer service rep to respond back to the chat supervisor. With this two-way communication, you will come to a resolution faster, improving your customer’s chat experience and cutting down on the average case handling time.

Chat takeover lets you take over the conversation either from a bot or your customer service rep (the latter requiring the user role ‘admin’). Intervene with one click to quickly get the situation under control and support your customers without a need for moving their case from a chat to a ticket.

Reply to SMS text messages with the free Twilio integration

It pays to be everywhere your customers are.

Thanks to the Twilio integration with LiveChat, you can easily respond to customers who text you. Even better, SMS messages have a 98% open rate. Your messages will get noticed and customers can chat where it’s most convenient for them.

Chat just as you do when customers contact you through other channels. All you need to get started is a Twilio account and an eligible phone number (you can also get a number from Twilio).

Receive and reply to text messages using one or more telephone numbers. Route SMS messages from each number to the LiveChat group of your choice.

Go to the LiveChat Marketplace to get started with the free Twilio integration.

Customer Insight – your Shopify store(s) at your fingertips in LiveChat!

Our customers’ success is our success. To help you sell and help customers more effectively, we’ve created the Customer Insight for Shopify, which integrates even more Shopify features into your LiveChat Agent app.

The Customer Insight widget is your Shopify Admin panel right in the chat, so that all the information about your customers and their orders is right there at your fingertips. Without leaving LiveChat, you can see a customer’s cart, send Product Cards view previous orders, as well as manage orders and refunds. This means that when the customer comes to chat you can hit the ground running because you’ll see the full context the moment the chat starts.

Learn more
Customer Insight is available to install from the Shopify App Store.
Learn how to connect LiveChat to your Shopify store in our Help Center.

Introducing Rich Greetings

Words are not enough? No problem. Rich Greetings are finally here!

Make your greetings more captivating! Engage with your visitors using a bunch of new interactive blocks. Choose the type of greeting that works best for you and get creative.

Mix and match: text, images, buttons. Now, greetings are so much more!

Need to ask a quick question? Use Quick replies with ready-made answers for your customers. A perfect way to start a conversation on a specific topic. Use Quick replies to make your chat invitation more engaging and user-friendly!

With Cards, you can create greetings that are ready to interact with! Add animations to get visitors’ attention. Play with different types of buttons and use them to sell, schedule meetings, or lead your customers through your website. Introduce new features and products with buttons that take visitors straight to the right place.

The possibilities are endless! And there is more to come.

Learn more about Rich Greetings or jump straight to the app and start creating!

Customize the chat notification sound with the latest desktop app

We love the “incoming chat” sound. Okay… some of us do. Anyway, you can now change it. How?

First, download the latest desktop app here.

In the new app, you can select one of many new audio files from our library or add your own custom sound for notifications.

What are you waiting for? Get the new app and make beautiful chat notification music.

Issues with installation? Contact our Support Heros via chat!

Greetings are now easier to set up and analyze

While we develop new features, some that have been out for a while eventually need a tweak or two, or a more modern look. That’s what we recently did with chat greetings.

Greetings have a refreshed look, but more importantly, we’ve added a few new bells and whistles. Use the long-awaited ‘OR’ condition while creating new greetings, check the performance of your greetings at a glance, and quickly jump to reports to dig deeper and compare greetings over time.

We’re not done yet. There’s more to come.