LiveChat

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This article is about a specific software product. For the generic product category sometimes called "live chat", see Live support software.
LiveChat
Developer(s) LIVECHAT Software
Initial release January 10, 2002 (2002-01-10)[1]
Operating system Cross-platform
Type Live support software, e-commerce, web analytics
License Proprietary (SaaS)
Website livechatinc.com

LiveChat is an online marketing, live support and web analytics application for SMB and large enterprises[2][3] offered in SaaS (software as a service) model. It is developed by LIVECHAT Software and was first launched in 2002.[1] The platform allows companies to talk with visitors in real time on their website and currently hosts over 1000 organizations,[4] including Adobe Business Catalyst, Better Business Bureau, Kaspersky Lab, Maybank and Unicef.

In October 2007 LiveChat (as LIVECHAT Contact Center) was listed among top Customer Support and Feedback applications in Inside CRM report[5] recommended by Guy Kawasaki.[6]

Features

LiveChat system consists of 3 elements: web-based website chat window, operator application and web-based control panel. The operator application is cross-platform and allow users to log in and conduct a chat with website visitor using desktop (Windows, Mac OS X) and mobile clients (Android, BlackBerry, iOS, Windows Phone).

There are two ways of having the online chat session between the operator and website visitor:

  • Passive communication, started when the website visitor clicks on the chat button displayed on the page.
  • Active communication, initiated manually by the operator or automatically by LiveChat system as soon as the visitor meets the predefined criteria (i.e. searched keyword, time on website, encountered error, etc.).[7] Once the criteria are met, LiveChat displays chat invitation with a customized message.[8] During chat session operators close the sales, what results in increasing overall conversion rate. [9]

Apart from website chat, offered features include real-time website traffic monitoring and operators' efficiency reports. System identifies the best prospects visiting a web site based on data gathered from the purchasing decisions of 65 million buyers.[10] Statistics section allows calculating the conversion from chat invitations into chat sessions and then into sales.[11]

LiveChat is a proprietary software available in English, Spanish, French, Italian, German, Portuguese, Dutch, Polish, Swedish, Greek, Russian, Hungarian, Czech, Estonian, Lithuanian, Slovenian, Turkish, Vietnamese, Thai and Chinese. Translations into additional languages are done by the community of users.

Integrations

LiveChat is available for custom integrations over REST-based API.[12] It also offers integrations with other services and SaaS vendors for creating own ecosystem of applications:

See also

References

  1. ↑ 1.0 1.1 LiveChat CrunchBase profile Crunchbase
  2. ↑ LiveChat Review Enterprise Chat Software Reviews, 2011.
  3. ↑ Lucier, Ben (2011-04-03). "Thinking about live chat for your website". Community Guy. Retrieved 2011-05-05. 
  4. ↑ Quintana, Cherr Aira (2011-05-19). "Capitalizing on Web Analytics, LiveChat Launches Tools to Boost Ecommerce ROI". Silicon Angle. Retrieved 2011-06-02. 
  5. ↑ "The Web Entrepreneur's Customer Service Toolbox: 100 Hacks and Resources". 2007-10-24. Retrieved 2011-05-05. 
  6. ↑ Kawasaki, Guy (2007-10-25). "A Night in the Life of Guy Kawasaki Plus Cool Stuff Friday". How to Change the World. Retrieved 2011-05-05. "This is a compilation of useful tools and services to maintain a high-level of customer service. These tools help you keep in touch, run meetings, do accounting, provide support, and solicit feedback." 
  7. ↑ Lynn, Samara (2011-05-19). "LiveChat Livens Up Its Features". PC Magazine. Retrieved 2011-06-02. 
  8. ↑ Triggers: automated and personalized customer support LiveChat blog, Aug 25, 2010.
  9. ↑ Moore, Stefany (2011-05-27). "No mindless chatter here: Online apparel retailer ScotteVest gains sales via live chat". Internet Retailer. Retrieved 2011-06-02. 
  10. ↑ Lynn, Samara (2011-05-19). "LiveChat Livens Up Its Features". PC Magazine. Retrieved 2011-06-02. 
  11. ↑ Wolf, Tammy (2011-05-19). "Telepresence - LiveChat Unveils Triggers and Conversion Meter Features". TMCnet. Retrieved 2011-06-02. 
  12. ↑ API documentation LiveChat
  13. ↑ LiveChat integrates with Highrise 37 Signals Product Blog, January 13, 2011.
  14. ↑ Natarajan, Arvind (2011-02-28). "LiveChat integrates with Zoho CRM". Zoho. Retrieved 2011-05-05. 
  15. ↑ Yan, Steven (2010-07-27). "LiveChat: capture offline chat messages in Zendesk". Zengage. Retrieved 2011-05-05. 
  16. ↑ Siu, Roxana (2010-10-17). "Keep chat conversations in one place with LiveChat". Zengage. Retrieved 2011-05-05. 
  17. ↑ La, Peter (2010-04-14). "Add-ons roundup: What do you need in addition to FreshBooks?". FreshBooks. Retrieved 2011-05-05. 
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