LiveChat
Encyclopedia
LiveChat is an online marketing, live support
and web analytics
application for SMB and large enterprises
offered in SaaS (software as a service
) model. It is developed by LIVECHAT Software
and was first launched in 2002. The platform allows companies to talk with visitors in real time on their website and currently hosts over 1000 organizations, 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 recommended by Guy Kawasaki
.
) and mobile clients (Android, BlackBerry
, iOS, Windows Phone 7
).
There are two ways of having the online chat
session between the operator and website visitor:
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. Statistics section allows calculating the conversion from chat invitations into chat sessions and then into sales.
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.
-based API. It also offers integrations with other services and SaaS
vendors for creating own ecosystem of applications:
Live support software
Live support software is a popular term for online chat applications designed specifically to provide online assistance to users of a website.-Technology:...
and web analytics
Web analytics
Web analytics is the measurement, collection, analysis and reporting of internet data for purposes of understanding and optimizing web usage....
application for SMB and large enterprises
Enterprise
Enterprise may refer to:-Economics and business:* A business* A company* Entrepreneurship, the practice of starting new organizations, particularly new businesses* Enterprise Architecture...
offered in SaaS (software as a service
Software as a Service
Software as a service , sometimes referred to as "on-demand software," is a software delivery model in which software and its associated data are hosted centrally and are typically accessed by users using a thin client, normally using a web browser over the Internet.SaaS has become a common...
) model. It is developed by LIVECHAT Software
LIVECHAT Software
LIVECHAT Software is a Poland-based IT company; developer of business communication software. Founded in 2002 as Livechat Sp. z o.o. ; since October 2007 runs as a stock company....
and was first launched in 2002. The platform allows companies to talk with visitors in real time on their website and currently hosts over 1000 organizations, including Adobe Business Catalyst
Business Catalyst
Business Catalyst is a hosted all-in-one solution for building and managing business websites. The company uses the term "Online Businesses" to represent a new approach to building and running websites. An online business differs from an ordinary website in that it has greater awareness of its...
, Better Business Bureau
Better Business Bureau
The Better Business Bureau , founded in 1912, is a corporation consisting of several private business franchises of local BBB organizations based in the United States and Canada, which work through their parent corporation, the Council of Better Business Bureaus .The Better Business Bureau, through...
, Kaspersky Lab
Kaspersky Lab
Kaspersky Lab is a Russian computer security company, co-founded by Natalia Kaspersky and Eugene Kaspersky in 1997, offering anti-virus, anti-spyware, anti-spam, and anti-intrusion products...
, Maybank
Maybank
Maybank , a trade name for Malayan Banking Berhad is the largest bank and financial group in Malaysia, with significant banking operations in Singapore, Indonesia and the Philippines. The bank also has large interests in Islamic banking through Maybank Islamic Berhad and insurance via its Etiqa...
and Unicef.
In October 2007 LiveChat (as LIVECHAT Contact Center) was listed among top Customer Support and Feedback applications in Inside CRM report recommended by Guy Kawasaki
Guy Kawasaki
Guy Kawasaki is a Silicon Valley venture capitalist, bestselling author, and Apple Fellow. He was one of the Apple employees originally responsible for marketing the Macintosh in 1984. He is currently a Managing Director of Garage Technology Ventures, and has been involved in the rumor reporting...
.
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 XMac OS X
Mac OS X is a series of Unix-based operating systems and graphical user interfaces developed, marketed, and sold by Apple Inc. Since 2002, has been included with all new Macintosh computer systems...
) and mobile clients (Android, BlackBerry
BlackBerry OS
BlackBerry OS is a proprietary mobile operating system, developed by Research In Motion for its BlackBerry line of smartphone handheld devices...
, iOS, Windows Phone 7
Windows Phone 7
Windows Phone is a mobile operating system developed by Microsoft, and is the successor to its Windows Mobile platform, although incompatible with it. Unlike its predecessor, it is primarily aimed at the consumer market rather than the enterprise market...
).
There are two ways of having the online chat
Online chat
Online chat may refer to any kind of communication over the Internet, that offers an instantaneous transmission of text-based messages from sender to receiver, hence the delay for visual access to the sent message shall not hamper the flow of communications in any of the directions...
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.). Once the criteria are met, LiveChat displays chat invitation with a customized message. During chat session operators close the sales, what results in increasing overall conversion rate.
Apart from website chat, offered features include real-time website traffic monitoring
Website monitoring
Website monitoring is the process of testing and verifying that end-users can interact with a website or web application. Website monitoring is often used by businesses to ensure that their sites are live and responding....
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. Statistics section allows calculating the conversion from chat invitations into chat sessions and then into sales.
LiveChat is a proprietary software
Proprietary software
Proprietary software is computer software licensed under exclusive legal right of the copyright holder. The licensee is given the right to use the software under certain conditions, while restricted from other uses, such as modification, further distribution, or reverse engineering.Complementary...
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 RESTRest
Rest may refer to:* Leisure* Human relaxation* SleepRest may also refer to:* Rest , a pause in a piece of music* Rest , the relation between two observers* Rest , a 2008 album by Gregor Samsa...
-based API. It also offers integrations with other services and SaaS
Saas
SAAS is an abbreviation for* Social Accountability Accreditation Services* Software as a service * Student Awards Agency for Scotland* Seattle Academy of Arts and Sciences* South Australian Ambulance Service...
vendors for creating own ecosystem of applications:
- Customer relationship managementCustomer relationship managementCustomer relationship management is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing,...
software: Highrise, Salesforce, SugarCRMSugarCRMSugarCRM is a software company based in Cupertino, California. They produce the web application Sugar, also known as SugarCRM, which is a customer relationship management system that is available in both open source and Commercial open source applications.Sugar's functionality includes sales-force...
, Tactile CRM, Zoho CRM - eCommerce platforms: ShopifyShopifyShopify is an e-commerce platform that allows individuals and businesses to create online stores. The platform currently hosts over 16,000 online retailers, including stores for Angry Birds, Foo Fighters, Tori Amos, General Electric, Tata Group, Tesla Motors, Amnesty International, DODOcase,...
, MagentoMagentoMagento is an open source based ecommerce web application that was launched on March 31, 2008. It was developed by Varien with help from the programmers within the open source community but is owned solely by . Magento was built using the Zend Framework...
, Zen CartZen CartZen Cart is an online store management system. It is PHP-based, using a MySQL database and HTML components. Support is provided for numerous languages and currencies, and it is freely available under the GNU General Public License.... - Help desk software: Zendesk
- Content management systemContent management systemA content management system is a system providing a collection of procedures used to manage work flow in a collaborative environment. These procedures can be manual or computer-based...
s: WordPressWordPressWordPress is a free and open source blogging tool and publishing platform powered by PHP and MySQL. It is often customized into a content management system . It has many features including a plug-in architecture and a template system. WordPress is used by over 14.7% of Alexa Internet's "top 1...
, Joomla, DrupalDrupalDrupal is a free and open-source content management system and content management framework written in PHP and distributed under the GNU General Public License. It is used as a back-end system for at least 1.5% of all websites worldwide ranging from personal blogs to corporate, political, and... - VoIP services: SkypeSkypeSkype is a software application that allows users to make voice and video calls and chat over the Internet. Calls to other users within the Skype service are free, while calls to both traditional landline telephones and mobile phones can be made for a fee using a debit-based user account system...
- Remote desktop: LogMeIn Rescue
- Billing software: FreshBooksFreshbooksFreshBooks is an online invoicing software as a service for freelancers, small businesses, agencies, and professionals.It is produced by the software company 2ndSite Inc. which is located in Toronto, Ontario, Canada...
- Web analytics: Google AnalyticsGoogle AnalyticsGoogle Analytics is a free service offered by Google that generates detailed statistics about the visitors to a website. The product is aimed at marketers as opposed to webmasters and technologists from which the industry of web analytics originally grew. It is the most widely used website...