LiveChat
Overview
LiveChat provides a suite of customer service tools designed to connect businesses with their customers in real time. Its platform combines live chat, chatbot automation, and a ticketing system to help teams manage communications, generate leads, and increase sales through a single interface.
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About LiveChat
LiveChat offers a comprehensive customer communication platform that helps businesses enhance their online support and sales efforts. The core product is a live chat application that enables agents to interact with website visitors in real time, answering questions and providing assistance. This is complemented by ChatBot, which automates conversations to handle common inquiries, qualify leads, and route complex issues to human agents. For issues requiring follow-up, the integrated HelpDesk functions as a ticketing system, ensuring no customer request is lost. The platform also includes KnowledgeBase, allowing businesses to create self-service help centers to deflect common questions. Together, these tools provide a unified workspace for managing all customer interactions, from initial contact to resolution. Businesses can use the platform's detailed analytics to monitor agent performance, track customer satisfaction, and identify areas for improvement, ultimately leading to stronger customer relationships and increased conversions.
Key Features
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Live Chat & Messaging
Engage website visitors and customers in real time across web and mobile. Features like message sneak-peek and canned responses help agents provide faster, more effective support. -
ChatBot Automation
Deploy AI-powered chatbots to automate repetitive tasks. Greet customers, answer common questions, generate leads, and create support tickets 24/7, freeing up human agents for complex issues. -
Integrated HelpDesk Ticketing
Manage customer inquiries that require longer-term attention through a built-in ticketing system. Convert chats into tickets to track, prioritize, and resolve complex issues efficiently. -
Reporting and Analytics
Access detailed reports on chat volume, agent activity, and customer satisfaction. Use these insights to monitor team performance, optimize support strategies, and improve the customer experience. -
Proactive Customer Engagement
Automatically invite visitors to chat with personalized greetings based on their on-site behavior, such as time spent on a page or number of visits, to increase engagement and sales opportunities. -
KnowledgeBase Integration
Build and integrate a self-service help center. This allows customers to find answers on their own and enables agents and chatbots to share articles directly within a chat conversation. -
Third-Party Integrations
Connect the platform with hundreds of business tools, including CRM, e-commerce, and email marketing systems. This centralizes customer data and streamlines workflows across different applications. -
Chat Widget Customization
Modify the appearance of the chat widget to match company branding. Adjust colors, themes, and agent profiles to create a seamless experience for website visitors.
Use Cases
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E-commerce Sales Assistance
Engage shoppers browsing product pages with proactive chat invitations. Agents can answer questions about sizing, availability, and shipping, guiding customers to purchase and reducing cart abandonment rates. -
B2B Lead Generation
Use a chatbot on the homepage to qualify website visitors. The bot can ask targeted questions about company size and needs, then route high-value leads directly to a sales agent's calendar or CRM. -
Real-Time Customer Support
Provide immediate help to customers facing issues with a product or service. Agents can resolve problems quickly via chat, or create a ticket in the integrated helpdesk for more complex cases. -
SaaS User Onboarding
Guide new users through your software with targeted in-app chat messages. Offer proactive help during key setup steps and provide instant support for any questions, improving user adoption and retention. -
Internal IT Helpdesk
Streamline technical support for employees by embedding a chat widget on the company intranet. IT staff can manage requests, troubleshoot issues, and track resolutions through the ticketing system. -
Educational Admissions Support
Assist prospective students by answering questions about applications, deadlines, and programs directly on the institution's website. Chatbots can handle common queries, freeing up staff for detailed conversations.