A business website is a powerful platform for communicating with customers. This communication helps to grow a business’s customer base and elevate the level of satisfaction individual customers experience.
In 2002, a young and optimistic team decided to change how businesses communicate with their clients by creating the best live chat app on the market. Through their efforts, LiveChat, a dedicated e-commerce and customer care platform, was born. It is an application that enables clients to chat live with a business’s customer support team through its website.
The first LiveChat release was far from perfect; it was just a simple app that introduced a new channel of communication. But for the first time in the company’s history, it had delivered a product they believed would change the face of Customer Service Experience forever.
The Leader Changing the Face of eCommerce
Mariusz Cieply, the Co-founder and CEO of LiveChat started the company 16 years ago. He runs the business with a modern approach.
“A corporation is not our cup of tea. The main LiveChat advantages are flexibility and immediacy. Within the company, we maintain friendly relationships. During the recruitment process, we look at candidates comprehensively and are equally interested in their skills and personality. Behind LiveChat’s products stands a team of 90 passionate people.” he says.
Mariusz is also LiveChat’s product lead and evangelizer, driving product creation that is changing the face of eCommerce.
When he is not at LiveChat, he runs marathons, plays tennis and enjoys wakeboarding.
Focused on Customer Needs
When designing and honing its products, LiveChat places its focus on customer feedback and needs. Its Customer Success Team and Support Heroes are responsible for customer service and contact with the LiveChat clients.
Apart from regular product improvements, LiveChat has recently also implemented BotEngine, a chatbot factory which allows any business to benefit from AI. The organization’s goal for this tool is to develop the simplest process for creating conversational interfaces. To achieve that, BotEngine is focused on no-code, one-click integrations and the freedom to create scenarios for any business situation.
LiveChat has also launched Knowledge Base. This add-on allows customer support staff to display help docs in the chat area, making it very easy to search for and copy answers when replying to a customer.
The LiveChat platform has had a huge impact on businesses. One client, The Chat Shop, saw fifty percent more leads, an increase in conversion rates by as much as five times, and a ninety-eight percent customer satisfaction rate after implementing LiveChat on its website. The application helps The Chat Shop to offer faster and smoother customer support. Another client, Luxury Estates International, increased their customer conversion rates by 30%, proving that LiveChat elicits a great response even from the most demanding customers who expect a very personal approach.
Banking on the Popularity of Chat Services
As with any technology arena, the live chat market is very differential and competitive. Users can choose from a wide range of products ranging from free solutions to low-priced software to more advanced and expensive platforms. What customers really like about LiveChat is the quality of both the product and the service the organization offers.
The live chat market is growing at an incredible pace. One of the key findings from LiveChat’s latest customer service report is that customers are more willing than ever to use a chat service when contacting brands.
In 2017, businesses saw an average of 10,572 monthly chats, compared to 9,763 the previous year. This means that there was a year-on-year increase of 8.29% in chat demand. This growth proves that text communication is thriving, and live chat is becoming a natural channel for customer-business relations.
The increasing popularity of live chat tools is very promising for the whole live chat market. Emerging trends in online communication have prompted providers to tailor their products to meet the needs of business users and help them to handle their customer issues even more effectively.
Building an Ecosystem
LiveChat’s history dates back to 2002, when the organization decided to change how businesses communicate with their customers. Email contact was always slow and phone communication, expensive and inefficient. LiveChat aimed at shortening communication time while also reducing the cost of the process.
In 2018, the company’s main goal is to build an ecosystem around its flagship product, LiveChat. The technology business is so demanding and prone to change that LiveChat’s development strategy must be just as rigorous.
Every day, the company contends with very specific customer needs – some require a product which can be integrated with all internal systems, others expect a tailor-made chat widget. In the last few years, the company has become acutely aware that it is impossible to make a product for everyone.
LiveChat’s solution is integration with other software, and collaboration with developers or partners to create a more valuable product.
At the same time, the company continues to lead by example and innovate in every area where it sees an opportunity to improve the customer experience