Live chat
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| Developer(s) | LiveChat Software |
|---|---|
| Initial release | January 10, 2002 |
| Operating system | Web-based, Windows, OS X, Android, iOS |
| Available in | 41 languages |
| Type | Live support software, e-commerce, web analytics, ticketing system |
| License | Proprietary (SaaS) |
| Website | livechatinc.com |
LiveChat is an online customer service software with live support, help desk software, and web analytics capabilities. It was first launched in 2002 and is currently developed and offered in a SaaS (software as a service) business model 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 normally are provided using different channels (chat, email and social media) and multiple tools. LiveChat is used by over 19,000 paid customers from 118 countries.
Technically, LiveChat is a proprietary software built with the use of multiple technologies, including JavaScript, Node.js, MySQL, ElasticSearch, C++ and Erlang. The entire platform consists of two main elements:
There are two ways of having an online chat session between the agent and website visitor:
In areas unrelated directly to the product, LiveChat relies on 3rd party services. This includes Postmark for the delivery of transactional emails, Recurly for subscription billing and Pingdom for performance monitoring and uptime tracking.
Apart from website chat, other core features include: real-time website traffic monitoring, built-in ticketing system and agents' efficiency analytics.
System identifies the best prospects visiting a website based on data gathered from the purchasing decisions of 65 million buyers. Statistics section allows calculating the conversion from chat invitations into chat sessions and then into sales.
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