LiveChat, a real-time live chat software tool provider for e-commerce sales and support, announced the new version of its product. The release, preceded by 10 months of research, work and testing with the help of customers, ensures increased speed and natural flow of work for customer service agents. It is the simpler design however that makes the biggest impact, resulting in seamless chat adoption.
After years of adding layer upon layer to the product, the new LiveChat has been built from scratch. Streamlined features emphasize the main purpose of chat: immediate and accurate support. Redesigned interface helps prioritize chats and offers quick access to previous conversations. Updated reporting section makes the staffing process easier and shows how well the chat works on the website.
ï¿½While our competitors concentrate on the feature-race and keep adding more and more irrelevant weight to their products, we paid attention to the most important part of customer service: relationship with the customerï¿½ - said Mariusz Cieply, CEO of LiveChat. ï¿½With 10 years of market experience under our belts, we approached the redesign process differently. The product has been trimmed down by scraping some of the spare features. We believe that support agents should aim to make customers happy instead of wasting time on fighting with their sluggish and overcomplicated toolsï¿½.
The focus has been put on the flagship features like customer message preview, chat supervision, transfers and canned responses, which continue to make a difference in opposition to the alleged customer service tools based on IM solutions.
LiveChat has more than doubled the number of its customers during the last 12 months, with an increase from 1700 to 4000 companies using the product. Already established as a leading provider of tools used to help customer service teams communicate with visitors, the company wants to compete with LivePerson, Inc. (NASDAQ: LPSN), another live chat provider with as much as 8500 clients, and eventually take over as the industry leader.
LiveChat (livechatinc.com) is a real-time, live chat software tool that helps e-commerce companies create a new sales channel with superior online support. Available on the web and desktop, as well as multiple mobile platforms including Android, iOS and Windows Phone, LiveChat products are simple to use, integrate, and customize. Using LiveChat, companies can quickly start increasing sales, offer support and monitor website visitors' behavior. Founded in 2002, LiveChat has over 4000 customers in more than 60 countries, serving businesses of all sizes, including Adobe, Bosch, ING, Media Temple, Orange Telecom, Better Business Bureau and Air Asia.