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Check out more about LiveChat and the people behind it.
LiveChat is a customer service company and the creator of live chat – an application for customer service, online sales and lead generation. It allows companies to stay in touch with their customers anytime and anywhere, just as they've become accustomed to. The software also enables business owners to better understand their customers' needs and create more valuable experiences. The company's second product is BotEngine, a chatbot factory which helps any business benefit from AI. LiveChat integrates with BotEngine in just one-click.
More than 24,000 businesses from 150 countries already use LiveChat on their websites and in their mobile apps. Our customer portfolio includes brands such as ASUS, Liquid Web, Stripe, Hulu and Huawei, and is completed by Fortune 500 companies, including Best Buy, Home Depot, Macy's, PayPal and Xerox.
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BOSTON, MA – 24 January 2018 – More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly, the latest LiveChat Customer Service Report 2018 uncovers.
As is tradition every January since 2015, LiveChat has published its annual Customer Service Report which aims to bring knowledge to business owners and customer service decision makers. The material highlights the practices that make customer service more (or less) effective, identifies the trends that changed over the year and predicts what we can expect in the next 12 months.
This time, LiveChat looked at data from January 2016 to December 2017, analyzing 21 thousand companies, representing 22 industries. The Report is based on 32 billion website visits, 334 million chats and 17 million tickets (a message that visitors can leave when customer support agents are offline).
In 2017, businesses experienced an average of 10 572 monthly chats, compared to 9 763 in 2016. It means that there was a year-to-year increase of 8.29% in chat demand. This growth proves that live chat is becoming a more and more natural channel for customer-business relations. The increasing popularity of live chat tools is also very promising for the whole live chat market. The changes in online communication have prompted providers to tailor the products even more to meet the needs of business users and help them to handle their customer issues even more effectively. Companies – no matter what size they are or what line of business they are in – still have some challenges to tackle.
The Report posts that the average customer satisfaction rate dropped by 2.81% in 2017 compared to the previous year and it’s now at 83.54%. Even though this decline isn’t significant, businesses should aim at higher satisfaction, not lower.
“This year, we noticed a really interesting trend. What makes customers the happiest is dealing with an issue in one go, no matter how long it takes. Tech companies have one of the longest average handle times, but because they solve most issues in one touchpoint, they lead the pack when it comes to customer satisfaction.” says Szymon Klimczak, CMO at LiveChat. Software houses had a 90.6% satisfaction rate among customers, Web Hosting – 89.6% and IT –- 86.8%. This is way higher than the global customer satisfaction rate (83.54%).
On the basis of the Report, we can also observe a clear disparity in the efficiency of customer service between companies of different sizes. It contradicts a common misconception that small and mid-sized companies run more successful support because of the personal approach. One of the findings shows that small (1-9 employees) and mid-sized companies (10-49) can’t handle the demand for chat as well as enterprise–grade businesses do. In 2017 enterprises decreased the number of tickets by 6%, while SMBs had a 19% increase in the number of tickets they handle. As a result, they also had the lowest average customer satisfaction rate: it was 81% on average. While it seems a given, that having a live chat installed requires almost real time responses, some companies still seem to ignore that. On the other hand, many more businesses have found the solution to that issue in chatbots which can handle most matters during the absence of a customer service team.
The other key findings:
Holiday Season is the busiest for Retail
November and December are the months with the highest number of chats. During this period, the average Retail business had a 9.8% increase in the number of chats when compared with the rest of the year.
The happiest customers are in Australia
Australian companies scored the highest customer satisfaction rate of 89.2%, leading the ranking for the third year in a row. It’s a slight drop from 91.35% in 2016.
Annual picks for Automotive, IT, and Gambling
The first four months of the year were the busiest for Automotive and IT companies. The second part of the year, starting from August, is the busiest for Games and Gambling businesses.
The Customer Service Report 2018 is based on data from over 21 thousand companies representing 22 industries using live chat and tickets for customer service and sales. To be included, companies must have had at least 1 chat daily. The data was gathered from 32 billion website visits, 334 million chats and 17 million tickets.
LiveChat offers a chat application to help fast-growing businesses to stay in touch with their customers, anytime and anywhere, just as they have come to expect.
Boston, Massachusetts — October 27, 2017 — LiveChat announced it has been named a BigCommerce Certified Technology Partner, providing more than 50,000 BigCommerce customers access to a solution which will make their online customer service instant and more efficient. Beginning today, BigCommerce customers can integrate the tool through the BigCommerce App Marketplace in just one click.
“If you want to succeed in ecommerce, you must pay great attention to your customer service strategy. Brand websites are the most popular way for clients to communicate with brands,” said Szymon Klimczak, CMO at LiveChat. “Many companies found the solution for this matter through live chat technology that helps to automate customer service, making it even quicker. This is proved by the fact that currently our product is used by more than 21,000 businesses worldwide. We promote our know-how among the target groups with the zero-budget marketing and without a sales team, consequently following the inbound strategy.”
LiveChat allows businesses to run online customer service more efficiently, providing cost and time savings for the business owner. As an example: while a phone agent can speak to only one client at a time, a LiveChat agent can work with 10 clients simultaneously. What is more, by adding chat invitations on-site, the website owners can reach all visitors automatically. This helps to increase customer engagement, which increases the likelihood that they will finalize purchase decisions. In this way, the chat application can be also used as a conversion rate optimizer.
On the other hand, using LiveChat on a website means you have to be available for your clients. This, of course, is much easier said than done, especially when it comes to the small businesses. LiveChat offers a solution to help. Within the latest integration with chatbot factory BotEngine, users are able to boost their customer service performance with bots.
“Our partnership with LiveChat further illustrates our commitment to providing merchants access to the highest-caliber technologies and service providers available in the industry,” said Russell Klein, senior vice president of corporate development for BigCommerce. “LiveChat shares our desire to help merchants sell more and grow faster to maximize success, and we look forward to working together to mutually support customers.”
BigCommerce Certified Technology Partners are selected for offering best-in-class technologies, value, and superior customer service. For more information, visit: https://www.bigcommerce.com/apps/livechat-premium-live-chat-and-help-desk-software/
LiveChat has announced its integration with BotEngine, a chatbot platform. From now, each of over 21,000 companies already using the chat application is able to boost their customer service with bots with just one-click.
Boston, Massachusetts — 9 October 2017 — Customers gladly turn on the LiveChat widget when looking for customer service on digital platforms. This is proved by the fact that creators of LiveChat are monitoring the activity of over 1 billion end-users visiting its customers’ websites every month. What they mostly appreciate in customer service via chat application is its speed and effectiveness.
“Customer service is moving quickly with evolving technology. Currently, bots are a hot trend” says Mariusz Cieply, CEO at LiveChat. “Some people might not want to chat with robots at first, but it changes when bots give them what they expect – convenience, speed, and personalization.”
LiveChat offers an integration with bot-building service to help companies in making their customer service accessible and productive. BotEngine is an advanced tool which allows designing a complex AI-powered communication strategy.
All bot scenarios are created directly in BotEngine as stories, which later are triggered every time a visitor starts a chat on a website. Bots’ chats are tagged and stored in the LiveChat archives. In this way, it’s easy to filter them and set apart from the ones conducted by agents.
Moreover, BotEngine archive allows a user to take more advanced information about bot’s conversation. In the platform, a user has access to text analysis and can easily detect if the bot’s answers are appropriate or not. All incongruities are listed with an accuracy confidence score helping the user to improve the bot scenario. Conversations with bots can also be rated by visitors with thumbs up or down at any moment. Monitoring customer satisfaction helps to better understand the bot performance.
The platform uses Natural Language Understanding. This mechanism receives data from a customer’s query and tries to find the most suitable answer based on collected information and current user path in the bot scenario. When the user is on the path between two similar interactions, then the algorithm first tries to match user input message with the next step of the story. While creating a bot scenario, a user can add ‘entities’ and define a confidence score that will be used in their matching. In this way, even when a visitor makes some mistakes, e.g. instead of ‘New York’ writes ‘New Yorr’, a bot will be able to match correct answer put in a scenario.
If a bot can’t complete a task, the conversation will be forwarded to an agent. It might happen in two cases:
LiveChat rolled out BotEngine as an independent product in July this year. Since the launch users created over 1,000 bots’ scenarios. From all feedback, the creators have received, what users appreciate the most is platform’s UX and UI.
“Users feedback has a huge value for us as our further aim is to build a marketplace around BotEngine where bot makers will be able to share their knowledge, experience and most importantly – the results of their work: chatbots. We want to develop the platform in ways that are mostly expected by its users” says Dariusz Zabrzenski, Head of Research and Development at LiveChat.
All instructions related to the integration are described in tutorials. In the next few weeks, the ready-to-use bots will be able to be implemented directly from the platform’s marketplace. The bots scenarios will be mainly based on lead generations, sales or in-house usage for different types of business. The creators will also encourage bot makers to share their own scenarios in the BotEngine marketplace.
One of the most popular customer service software provider has reached a new milestone. LiveChat now has over 20,000 customers.
Boston, Massachusetts — 21 June 2017 — LiveChat, the company behind the popular communication platform, confirmed it now enjoys a portfolio of 20,000 businesses using its product.
In the last seven years, the company has rapidly built its customer base across industries, including e-commerce, healthcare, education, HR, hosting or automotive. LiveChat, in 2015 reported 10,000 paid customers, doubled this number in just two years.
58% of the customers come from the United States and Canada. LiveChat is used also by the businesses from Europe, Australia, Africa and Asia. The flexibility of the platform ensures it can be used both by small companies and large enterprises such as Asus, GoDaddy, Liquid Web, Stripe, Hulu, Roku or Huawei. The customer portfolio is completed by Fortune 500 companies including Best Buy, Home Depot, Macy’s, PayPal and Xerox.
“We started our LiveChat journey with small and medium businesses and we can proudly say that over the time some of them have grown with us. However, since we’ve changed our business model from classic sales approach to SaaS in 2010, we’ve become even more attractive to the enterprises” says Szymon Klimczak, CMO at LiveChat. “Currently, we are monitoring the activity of over 1 billion end-users visiting our customers’ websites every month. That scale is exciting and gives us a lot of opportunities!” he adds.
To date, LiveChat employs 70 people. In addition to marketers, content writers, developers or market researchers, there is also the Support Team which works 24 hours a day. These 17 Support Heroes answer on average 23,000 questions monthly and, from the beginning of 2017, keep 98,5% customer satisfaction rate.
Yet, LiveChat customer experience isn’t only based on efficient support, but also on the base of knowledge about the product and the running successful customer service. The company promotes that know-how among the target groups with the zero-budget marketing and without a sales team, consequently following the inbound strategy. LiveChat pays attention mainly to education, engagement, and word of mouth which for the company are much more valuable than paid advertising.
When a website owner becomes a LiveChat user, the opportunity to chat with the customer is just the beginning. The platform also allows for the company to monitor the website’s traffic or engage with the visitors by LiveChat greetings, with a profound effect on the conversion rate. By virtue of the several dozen integrations, including Salesforce, Kissmetrics, Google Analytics, HubSpot or Facebook and Twitter, any company can customize the platform in a way that fully fits its business needs.
LiveChat is being consequently developed and improved. In the nearest future, the new goal for the company will be to implement the chatbots factory. At it’s core, the natural language understanding framework will give a huge business opportunity to both small and bigger companies willing to develop or improve their customer service.
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