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LiveChat updates

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12 February 2020

Improved bubble icon is here!

We present you with the new and improved bubble icon. The new icon moves when visitors hover over it, immediately showing that the element is interactive.

minimized chat widget

We’ve seen how important such small details are for engaging visitors, so we’re thrilled to add this delightful new touch to the Chat Widget. We hope you and your customers will enjoy it!

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29 January 2020

Get more out of the customers list

We’ve added a few changes to the Customers tab so it’s easier to use and personalize to your needs.

Customize your view

Turn on and off any column, including Name and Email address, so only the information that matters the most is displayed. You can also reorder columns, and change their width, which makes working with the list more comfortable.

LiveChat customize customer list

To change the width of the column, simply drag the boundary of the column heading until the column is the width that you want.

Exclude bots and IP addresses

Now, you can filter out crawlers, bots, and IP addresses (like the one belonging to your company) so you see only real visitors that you can start a chat with.

Exclude bots and ip addresses from the LiveChat customers list

Multiple actions in one go

When you click on any action button, like Start chat or Supervise, the action will be performed but you’re not automatically taken to the Chats tab. This way you can start more than one chat at the same time without switching back and forth between tabs.

What do you think about the changes? Check out your customer list and let us know.

AlicjaAlicja
19 December 2019

All performance metrics in one place

This morning we released the agents performance report that lets you check how well your team and individual agents are doing. All important info is stored in one report, so you can forget about skipping between tabs and setting filters over and over again.

LiveChat agents perfromance report

Just by looking at the list, you can easily spot top performers and teammates who need to improve certain areas of their work.

Other than the metrics you already know, like customer satisfaction or first response time, you can also track a new one called efficiency—the number of chats per hour for each agent.

AlicjaAlicja
17 December 2019

Personalize your customers list view

Now, you can change the width of columns on the customers list simply by dragging the column boundary.

Resize column width LiveChat

It lets you change the view so it shows only the info you need, the way that is most useful to you.

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31 October 2019

Increase your greeting conversion rate

We’ve recently added a data breakdown to the greetings conversion report so it’s easier to decide which greeting needs some tweaking to bring more chats.

Greetings breakdown in LiveChat reports

Now, all greetings are displayed in a table with information about the conversion rate and the number of chats. You can also select a few of them from the list to compare their stats.

Want to see how it works? Log in to LiveChat and go to the greetings conversion report.

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2 October 2019

Check your live chat performance against the industry standard

Now you can track how you stack up against your competitors. To do it, view the benchmark data in the following reports: total chats, chat satisfaction, chat duration, response times.

One glance and you know if your chat satisfaction or first response time are up to customers’ expectations. Or if you need to work on some areas of live chat support in your business.

To see benchmark data, open one of the mentioned reports and flip on the toggle switch in the top right.

Please note that this feature will be available only on Business and Enterprise plans from November 1, 2019.

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9 September 2019

Get in touch with customers who left the queue

Now, you can send an email to a customer who left the queue right from the queue abandonment report. No more switching between tabs.

Send messages from the queue abandonment report in LiveChat

How it works

Go to the queue abandonment report and click on the Message button placed next to the customer’s name. Then, edit the message and send it. You can see both your messages and your customer’s replies in Tickets.

Please note that this feature is available with Business and Enterprise plans. To updgrade your plan, go to Subscription.

AlicjaAlicja
21 August 2019

Admins can now manage subscription

Now administrators can manage the subscription as well as the owner. Which makes things easier when the owner isn’t the person who is in charge of LiveChat in your company.

Admin permission in LiveChat

If you don’t want particular admins to be able to access and change your subscription, you can remove their permission with one click.

All administrator accounts created before today don’t have the permission given by default. If you want to let them access the Subscription section, you need to add permission separately for each admin.

Read our help center article to learn how.

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22 July 2019

Stay on top of your goals with Weekly Summary

To make tracking LiveChat’s performance easier for admins and owners, we created the Weekly Summary. It’s an email that appears in your inbox every Monday, showing key LiveChat metrics from the last 7 days.

LiveChat weekly summary email

It contains the number of chats, greetings conversion, chat satisfaction levels, and many more. It also shows how the numbers compare to the previous 7 days.

Your Weekly Summary is turned on by default. If you want to turn it off, uncheck the Weekly Summary box in your profile settings.

AlicjaAlicja
26 June 2019

Introducing redesigned Reports and new features

We’re coming to an end of the redesign of our app. One of the last steps is the Reports section. Besides the new, cleaner look, we’ve added a few long-requested features.

Look for trends with period comparison

Compare present with past data to see if you are on top of your goals. Whether it’s increasing customer satisfaction or decreasing the number of tickets.

Compare time periods for LiveChat reports

Schedule shifts with ease

Heatmaps are very useful when planning shifts, as they show the busiest time of the day visually. The darker the color, the bigger the workload for your agents. Heatmaps are available for the total chats, queued customers, and new tickets reports.

LiveChat Chats Heatmap

With all the changes, we made sure that all existing features are still there, so you don’t need to worry that something you use every day is missing.

Let us know what you think

Check out what else has changed in Reports and leave your feedback on our Community.

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