Media Coverage

LiveChat, one of the leaders in the online business communication space, launches the fourth product in its portfolio: HelpDesk, an application that enables companies to simplify their team efforts when it comes to running customer service via email.

LiveChat has been helping companies meet their customer service needs since 2002, and has seen a rapid evolution in the industry from phone to text to AI chat. But one thing has remained steadfast through the years: LiveChat’s commitment to helping businesses satisfy customers.

Companies strive to deliver more efficient customer service, and every year their efforts bring better results. The 2019 Customer Service Report, based on LiveChat’s data, shows that in 2018 an average business that delivered customer service via live chat improved both the first response time (3 seconds faster than in 2017) and handle time (10 seconds faster than in 2017).

ChatBot is a bot builder that utilizes one-click integrations to a range of tools including Facebook Messenger, LiveChat, Skype, KiK, Slack, Twitter and YouTube. In addition, ChatBot is available as a robust API enabling you to integrate with a variety of third-party tools.

Can you tie yourself into other things that your consumers do or use? LiveChat mentioned, “you can design products that are often triggered by the environment and create new triggers by linking your products and ideas to prevalent cues in that environment”.

This year’s Customer Service Report is based on data gathered from 25,000 companies representing 19 industries from 150 countries. LiveChat’s team analysed 47.4 billion website visits, 437 million chats and 21 million tickets to produce the insights.

LiveChat offers live chat and help desk software for businesses. Through a new integration with the company’s other product, ChatBot, it has released new chatbot capabilities designed to help marketers and custom service managers better manage their relationships with customers.

Szymon Klimczak, chief marketing officer at LiveChat, noted one important trend. “What makes customers the happiest is dealing with an issue in one go, no matter how long it takes,” he said. “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.”

BotEngine’s features portfolio has expanded to include rich messaging, two types of matching system, and API documentation.

After six months in beta, LiveChat has added rich messages, two types of matching systems, and API documentation to its BotEngine chatbot building software.