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What is LiveChat?

LiveChat is a customer communication platform designed to help businesses interact with their customers in real time through online chat. It is best known for its live chat widget, which companies can embed on their websites or inside their applications, allowing visitors to instantly connect with customer support, sales, or service representatives. Over the years, LiveChat has grown beyond just being a simple chat tool — it has evolved into a complete customer engagement, sales, and support solution.

Core Functionality

1. Live Chat Widget

   At the heart of LiveChat is its customizable chat widget. Businesses can add it to their website or app to enable seamless, real-time communication. The widget is designed to match a brand’s look and feel, and can be adjusted to appear proactively (e.g., automatically opening when a customer spends a certain time on a page) or reactively (when a visitor chooses to start a chat).

2. Multichannel Support

   LiveChat integrates multiple communication channels into one dashboard. This means agents can handle not only website chats, but also conversations from email, Facebook Messenger, WhatsApp, Apple Messages for Business, SMS, and more — all in one place. This omnichannel approach ensures customers don’t need to repeat themselves and agents always have context.

3. Ticketing System

   Beyond real-time chat, LiveChat includes a ticketing system for managing cases that can’t be resolved immediately. This bridges the gap between live support and asynchronous communication, ensuring no customer query is lost.

4. Automation & AI

   LiveChat offers automation features such as chatbots, canned responses, and smart greetings. Bots can handle repetitive questions, qualify leads, and collect customer information before transferring conversations to human agents. AI capabilities also help suggest responses and optimize workflows.

Business Value

• Customer Support: Businesses use LiveChat to provide instant, personalized help, improving satisfaction and reducing response times.

• Sales & Lead Generation: The tool is also designed for sales teams, helping capture leads, upsell products, and guide visitors through the buying journey.

• Customer Engagement: Proactive chat invitations allow businesses to engage customers at the right moment, improving conversions and retention.

Analytics and Integrations

LiveChat provides robust reporting and analytics, including metrics such as response times, chat duration, agent performance, customer satisfaction (CSAT), and conversion tracking. These insights help businesses refine their customer service and sales strategies.

It also integrates with hundreds of tools and platforms, such as CRM systems, e-commerce platforms, analytics tools, and help desk software, enabling smooth workflows across business functions.

Scalability

LiveChat is designed to scale with businesses of all sizes — from small startups that want to provide better customer support to enterprises with global customer bases. Its modular ecosystem (including additional products like HelpDesk, ChatBot, and KnowledgeBase) allows organizations to expand their customer service stack as they grow.

Differentiation

What sets LiveChat apart is its balance of simplicity and power. The platform is easy to implement and use, yet provides advanced features for organizations that need deeper customization, integrations, and automation. It focuses heavily on user experience — both for customers interacting with the widget and for agents working in the back-office dashboard.

OpenWidget's website widget is a no-code tool that can revolutionize your customer service capabilities. Our widget can be easily integrated into your website, allowing you to manage customer inquiries, tickets, and live chat all in one platform.

The customizable design of our widget ensures that it matches the look and feel of your website, providing a seamless customer experience. By using OpenWidget's website widget, you can enhance your website's SEO by reducing bounce rates, increasing engagement, and boosting user satisfaction.

Our widget is designed to improve your website's search engine rankings and drive more traffic to your site. With its no-code abilities, anyone can easily install and customize the widget without any coding experience.

With OpenWidget's website widget, you can provide superior customer service without investing a lot of time or resources. Our widget is the perfect solution for businesses that want to streamline their customer service operations and stand out from the competition.

More information: OpenWidget