LiveChat Software ( WSE: LVC) is a customer service software company and developer of

LiveChat LiveChat is an online customer service software with online chat, help desk, help desk software, and web analytics capabilities. It was first launched in 2002 and is currently developed and offered in a SaaS (software as a service) business mode ...

software as a service Software as a service (SaaS ) is a software licensing and delivery model in which software is licensed on a subscription basis and is centrally hosted. SaaS is also known as "on-demand software" and Web-based/Web-hosted software. SaaS is con ...

-based

help desk A help desk is a department or person that provides assistance and information usually for electronic or computer problems. In the mid-1990s, research by Iain Middleton of Robert Gordon University studied the value of an organization's help desks ...

software and

online chat Online chat may refer to any kind of communication over the Internet that offers a real-time transmission of text messages from sender to receiver. Chat messages are generally short in order to enable other participants to respond quickly. Ther ...

software for e-commerce sales,

customer support Customer support is a range of services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. Reg ...

, and

lead generation In marketing, lead generation () is the initiation of consumer interest or enquiry into products or services of a business. A lead is the contact information and, in some cases, demographic information of a customer who is interested in a spe ...

. The company has offices in

Wrocław Wrocław (; german: Breslau, or . ; Silesian German: ''Brassel'') is a city in southwestern Poland and the largest city in the historical region of Silesia. It lies on the banks of the River Oder in the Silesian Lowlands of Central Europe, rou ...

Poland Poland, officially the Republic of Poland, is a country in Central Europe. It is divided into 16 administrative provinces called voivodeships, covering an area of . Poland has a population of over 38 million and is the fifth-most populou ...

, and

Boston Boston (), officially the City of Boston, is the state capital and most populous city of the Commonwealth of Massachusetts, as well as the cultural and financial center of the New England region of the United States. It is the 24th- mo ...

Massachusetts Massachusetts (Massachusett: ''Muhsachuweesut Massachusett_writing_systems.html" ;"title="nowiki/> məhswatʃəwiːsət.html" ;"title="Massachusett writing systems">məhswatʃəwiːsət">Massachusett writing systems">məhswatʃəwiːsət'' En ...

, United States. It serves more than 28,000 paid customers in over 150 countries, including Adobe,

AirAsia Capital A Berhad, () operating as AirAsia (stylized as ''airasia'') is a Malaysian multinational low-cost airline headquartered near Kuala Lumpur, Malaysia. It is the largest airline in Malaysia by fleet size and destinations. AirAsia operat ...

, Best Buy,

Better Business Bureau Better Business Bureau (BBB) is a private, 501(c)(6) nonprofit organization founded in 1912. BBB's self-described mission is to focus on advancing marketplace trust, consisting of 97 independently incorporated local BBB organizations in the Unite ...

ING Ing, ING or ing may refer to: Art and media * '' ...ing'', a 2003 Korean film * i.n.g, a Taiwanese girl group * The Ing, a race of dark creatures in the 2004 video game '' Metroid Prime 2: Echoes'' * "Ing", the first song on The Roches' 1992 ...

Huawei Huawei Technologies Co., Ltd. ( ; ) is a Chinese multinational technology corporation headquartered in Shenzhen, Guangdong, China. It designs, develops, produces and sells telecommunications equipment, consumer electronics and various smar ...

Orange Orange most often refers to: *Orange (fruit), the fruit of the tree species '' Citrus'' × ''sinensis'' ** Orange blossom, its fragrant flower *Orange (colour), from the color of an orange, occurs between red and yellow in the visible spectrum * ...

, and

PayPal PayPal Holdings, Inc. is an American multinational financial technology company operating an online payments system in the majority of countries that support online money transfers, and serves as an electronic alternative to traditional paper ...

History

Founded in 2002 as LiveChat Sp. z o.o. ( LLC) in

, since October 2007 runs as a stock company. In October 2006 50% of company stock was bought by Capital Partners S.A., an investment and consultancy firm publicly listed at

Warsaw Stock Exchange The Warsaw Stock Exchange (WSE), pl, Giełda Papierów Wartościowych w Warszawie, is a stock exchange in Warsaw, Poland. It has a market capitalization of PLN 1.05 trillion (EUR 232 billion; as of December 23, 2020). The WSE is a member of the ...

. In February 2008 Capital Partners S.A. decided to follow its strategy of having fewer companies but larger individual transactions and sold its entire stake along with another 13% of company stock to another publicly listed company, Gadu-Gadu S.A. This way LiveChat Software became another Polish company in

Naspers Naspers Limited is a South African multinational internet, technology and multimedia holding company headquartered in Cape Town, with interests in online retail, publishing and venture capital investment. Naspers' principal shareholder is its ...

capital group, joining

Gadu-Gadu Gadu-Gadu ( Polish for "chit-chat"; commonly known as GG or gg) is a Polish instant messaging client using a proprietary protocol. Gadu-Gadu was the most popular IM service in Poland, with over 15 million registered accounts and approximately ...

and Allegro. pl. In January 2011, the management team sought to get back a controlling equity stake in the company and started a management buyout. After Naspers agreed in June 2011 to sell its entire stake, the founders teamed up with

private equity In the field of finance, the term private equity (PE) refers to investment funds, usually limited partnerships (LP), which buy and restructure financially weak companies that produce goods and provide services. A private-equity fund is both a t ...

firm Tar Heel Capital to finalize the buyout of the 60% stake. After the transaction was completed in September 2011, the founders own 60% of the stake, while Tar Heel Capital owns 40% of the company. LiveChat Software has been introduced to the

in April 2014 with the symbol LVC.

Products

LiveChat

is the main product sold by the company. It is a

live support software A web chat is a system that allows users to communicate in real-time using easily accessible web interfaces. It is a type of Internet online chat distinguished by its simplicity and accessibility to users who do not wish to take the time to insta ...

and

help desk software Help desk software is a computer program that enables customer-care operators to keep track of user requests and deal with other customer-care-related issues. It is what makes customer-care service efficient and enterprising. Generally, help desk s ...

used by companies to provide real-time communication with customers using different communication channels: online chat on the website and inside mobile applications, email, and social media (such as

Facebook Messenger Messenger is a proprietary instant messaging app and platform developed by Meta Platforms. Originally developed as Facebook Chat in 2008, the company revamped its messaging service in 2010, released standalone iOS and Android apps in 2011, and ...

and

Twitter Twitter is an online social media and social networking service owned and operated by American company Twitter, Inc., on which users post and interact with 280-character-long messages known as "tweets". Registered users can post, like, and ...

). LiveChat Software owns the technology it uses in the product, however, in areas unrelated directly to chat, the company relies on 3rd party services. Technology partners include Elastic for search and analytics engine, Postmark for delivery of transactional emails, Recurly for subscription billing, and Pingdom for performance monitoring and uptime tracking. In the software market, the company cooperates with such companies as

Microsoft Microsoft Corporation is an American multinational technology corporation producing computer software, consumer electronics, personal computers, and related services headquartered at the Microsoft Redmond campus located in Redmond, Washin ...

MySQL AB MySQL AB was a Swedish software company founded in 1995. It was acquired by Sun Microsystems in 2008, Sun was in turn acquired by Oracle Corporation in 2010. MySQL AB is the creator of MySQL, a relational database management system, as well as ...

Intel Intel Corporation is an American multinational corporation and technology company headquartered in Santa Clara, California. It is the world's largest semiconductor chip manufacturer by revenue, and is one of the developers of the x86 seri ...

, and Red Hat.

ChatBot

ChatBot A chatbot or chatterbot is a software application used to conduct an on-line chat conversation via text or text-to-speech, in lieu of providing direct contact with a live human agent. Designed to convincingly simulate the way a human would behav ...

is the second product sold by the company. It was initially launched and developed as BotEngine and was rebranded to ChatBot in November 2018. It is an

artificial intelligence Artificial intelligence (AI) is intelligence—perceiving, synthesizing, and inferring information—demonstrated by machines, as opposed to intelligence displayed by animals and humans. Example tasks in which this is done include speech r ...

-based bot platform. It creates intelligent chatbots to communicate with customers in messaging apps, such as Messenger and Slack. It integrates with LiveChat. Other features include rich messages, an intelligent matching system, an entity system (that allow to validate and save user input) , and an open API.

HelpDesk

''HelpDesk'' is the third product sold by the company. It is a system for tracking, prioritizing, and resolving customer support tickets. Customers can leave messages for companies by using dedicated email addresses. Team members can create tickets if customer queries came from other communication channels, such as LiveChat,

WhatsApp WhatsApp (also called WhatsApp Messenger) is an internationally available freeware, cross-platform, centralized instant messaging (IM) and voice-over-IP (VoIP) service owned by American company Meta Platforms (formerly Facebook). It allows use ...

, or a phone call. All inquiries are collected as tickets and assigned the appropriate statuses and categories within the application. The application stores customer profiles and the history of their previous messages.

Knowledge Base

Knowledge Base is a tool that builds a self-service help center. It can be used both as an internal database for agents and an external public help center for customers. The internal widget is equipped with AI support that suggests articles to answer customer queries.

Past products

Products offered in the past, but currently discontinued are GG Pro (which was a corporate

instant messenger Instant messaging (IM) technology is a type of online chat allowing real-time text transmission over the Internet or another computer network. Messages are typically transmitted between two or more parties, when each user inputs text and tri ...

) and Chat Server, which was a chat software for moderated chat rooms. Besides developing and selling communication solutions, from 2004-2010 LiveChat Software was the owner of one of the first Polish

portals - POLChat. Another product offered by the company was ''chat.io''. It was a chat widget for websites, apps, and social messaging with message sneak peeks, agent ratings, and chat routing. It allowed integrations with multiple communication channels, like

. It was a chat platform for developers who like to customize products for their needs. The chat.io platform provided APIs to allow developers to build features atop the current offering. The product has been discontinued and became a part of LiveChat.

Awards

In October 2007 LiveChat (formerly LIVECHAT Contact Center) was listed among thevtop Customer Support and Feedback applications in the Inside CRM report recommended by

Guy Kawasaki Guy Kawasaki (born August 30, 1954) is an American marketing specialist, author, and Silicon Valley venture capitalist. He was one of the Apple employees originally responsible for marketing their Macintosh computer line in 1984. He popularized ...

. In 2011

Deloitte Deloitte Touche Tohmatsu Limited (), commonly referred to as Deloitte, is an international professional services network headquartered in London, England. Deloitte is the largest professional services network by revenue and number of professio ...

listed LiveChat Software as one of the fastest-growing Central European technology companies in the p Deloitte Technology Fast 50 program - the company was selected for the 2011 award based on its 545% revenue growth over the previous five years (2005–2010). In 2012 the company was listed 18th in the same ranking, based on its 830% revenue growth. In 2013 the company has been listed by Red Herring in the group of the most innovative companies from across Europe. It has been recognized by

in its annual Technology Fast 50 program and listed 18th with 624% revenue growth. In 2015, during the Private Equity Forum & Awards Gala organized by the Executive Club with the support of the Polish Private Equity & Venture Capital Association, LiveChat Software has been awarded “Private Equity Diamonds in the category Portfolio company (small cap). Later that year, LiveChat Software was shortlisted for the

European Small and Mid-Cap Awards The European Small and Mid-Cap Awards aim to promote best practices and encourage more small and medium-sized enterprises (SMEs) to access capital markets via initial public offering. A joint initiative of the European Commission, EuropeanIssuers ...

organized by

EuropeanIssuers EuropeanIssuers is an association representing the interests of publicly quoted companies on European stock exchanges. Since 2008, its objective has been to ensure that European Union policy creates an environment in which companies can raise capi ...

, FESE, and the

European Commission The European Commission (EC) is the executive of the European Union (EU). It operates as a cabinet government, with 27 members of the Commission (informally known as "Commissioners") headed by a President. It includes an administrative body ...

. One of three companies entered for the awards by

, LiveChat was among the only CEE companies to be shortlisted.

Corporate social responsibility

The company has supported organizations during the 2020

COVID-19 Coronavirus disease 2019 (COVID-19) is a contagious disease caused by a virus, the severe acute respiratory syndrome coronavirus 2 (SARS-CoV-2). The first known case was identified in Wuhan, China, in December 2019. The disease quickly ...

outbreak, by offering its services for free to

non-profits A nonprofit organization (NPO) or non-profit organisation, also known as a non-business entity, not-for-profit organization, or nonprofit institution, is a legal entity organized and operated for a collective, public or social benefit, in co ...

and for-profits helping towards the Covid-19 cause. It also has a long history of supporting the customer service community and individuals working in that space with tools that help with their development. One of the examples is ''Typing Speed Test'' - a free tool that works as an online

speed typing contest In a speed typing contest contestants compete to attain the highest accurate typing speeds. These contests have been common in North America since the 1930s and were used to test the relative efficiency of typing with the Dvorak and QWERTY keyboa ...

. It is used to improve the efficiency and accuracy of typing skills (measured in

words per minute Words per minute, commonly abbreviated wpm (sometimes uppercased WPM), is a measure of words processed in a minute, often used as a measurement of the speed of typing, reading or Morse code sending and receiving. Alphanumeric entry Since word ...

). The number of tests taken with the tool already exceeds tens of millions. Another example is ''Customer Service Training'' - a free customer experience training for agents and customer service professionals.

References

{{Authority control Software companies established in 2002 Polish companies established in 2002 Internet properties established in 2002 Software companies of Poland Information technology companies of Poland Companies based in Wrocław Polish brands

History

Products

LiveChat

ChatBot

HelpDesk

Knowledge Base

Past products

Awards

Corporate social responsibility

See also

References