LiveChat Redesigns its Product to Improve the Chat Experience

3 minute read
Katie Ingram avatar

Real-time live chat software tool, LiveChat, which provides sales and supportfor eCommerce sites has updated its flagship product. This update is centered around a design change that helps with seamless chat adoption, as well increased speed and workflow for customer service representatives.

An Update, 10 months in the Making

In a company statement, LiveChat says it has been researching how it could improve the functionality of the product for about a year by concentrating on the customer instead of adding tools that may or may not be relevant to the chat service.

In redesigning LiveChat, company CEOMariusz Cieply says that it reverted to a basic format of “immediate and accurate support” by taking out add-ons that weren't needed. Customer support agents will now find that the interface will help them prioritize chats, have access to chat history as well as have an updated reporting section to help with the staffing process.

With this mind, the product now focuses on a few key factors relating to customer service efficiency, such as message previews, chat supervision, customer data and transfer, and canned responses.

Other tools offered as part of the product include feedback statistics, data and chat security and social media integration.


Learning Opportunities

Chatting Tools Are the Norm

Live chat services are no longer an extra feature for customer service communication, they are becoming a formidable way for customers to reach out companies with their concerns. Tools which include LiveChat, Oracle RightNow Chat Cloud Service and 24/7 can help eCommerce sites immensely by giving them that personal customer to employee connection that they don’t always get in a digital environment.

According to Matthew Deluca of Inc.com:

E-commerce providers often report that live chat software enables them to address the kinds of particular questions that aren't common enough to warrant an answer in an FAQ section, but that can make the difference in closing a sale.”

In having a live chat tool available to their customers, the company in question will make surethat their focus remains on the customer and the premise that their concerns are being heard and met while on the business side improve customer conversion rates and company revenue.

The LiveChat Mission

According to a company statement LiveChat’s focus is to not only make sure that eCommerce companies and their customers have the best chat experience available, but to become a global brand. Over the past year, their client list has expanded from 1700 to 4000 companies in over 60 countries. Some of their clients includeAdobe, Orange Telecom and Air Asia.