LiveChat updates
We like to stay fresh!
We’re on livechat.com now!
We’ve migrated LiveChat’s website to a new domain name: livechat.com. This is a historic event for us and our whole team has been waiting for this moment for such a long time!
In the next couple of months, we’re going to migrate all of our services to livechat.com, including the LiveChat Agent App. We’ll let you know about the specific timeline and all the other details in advance.
Yesterday’s changes shouldn’t affect most of our customers. However, if you’re experiencing any issues, please consider taking these actions:
👉 Make sure that the livechat.com domain name is whitelisted or added to your trusted domains. Please don’t remove livechatinc.com from your whitelist, as the Agent App continues to utilize my.livechatinc.com for now.
👉 If you can’t log in to the LiveChat desktop app, please make sure you are using the latest version.
If you have any questions, we’re here to assist you.
Check out our Interactive 2020 Customer Service Report!
Our new Customer Service Report is interactive. It’s based on data from 23,487 LiveChat customers across 30 industries and 150 countries. There are at least three reasons why you’ll love it. We’ve prepared various dashboards with the most important sales and customer service metrics.
Additionally, you can use filters to see the results in your industry and area and see how you stack up against your competition. You can save the dashboards and come back to the report anytime you want.
We’ve created custom sets for agents or managers and other ones concentrating on specific aspects, like time efficiency or effectiveness regarding ecommerce. We also prepared a dashboard specifically for comparing metrics from 2018 and 2019. Have fun with it!
View the report now!
Improved bubble icon is here!
We present you with the new and improved bubble icon. The new icon moves when visitors hover over it, immediately showing that the element is interactive.
We’ve seen how important such small details are for engaging visitors, so we’re thrilled to add this delightful new touch to the Chat Widget. We hope you and your customers will enjoy it!
Get more out of the customers list
We’ve added a few changes to the Customers tab so it’s easier to use and personalize to your needs.
Customize your view
Turn on and off any column, including Name and Email address, so only the information that matters the most is displayed. You can also reorder columns, and change their width, which makes working with the list more comfortable.
To change the width of the column, simply drag the boundary of the column heading until the column is the width that you want.
Exclude bots and IP addresses
Now, you can filter out crawlers, bots, and IP addresses (like the one belonging to your company) so you see only real visitors that you can start a chat with.
Multiple actions in one go
When you click on any action button, like Start chat or Supervise, the action will be performed but you’re not automatically taken to the Chats tab. This way you can start more than one chat at the same time without switching back and forth between tabs.
What do you think about the changes? Check out your customer list and let us know.
All performance metrics in one place
This morning we released the agents performance report that lets you check how well your team and individual agents are doing. All important info is stored in one report, so you can forget about skipping between tabs and setting filters over and over again.
Just by looking at the list, you can easily spot top performers and teammates who need to improve certain areas of their work.
Other than the metrics you already know, like customer satisfaction or first response time, you can also track a new one called efficiency—the number of chats per hour for each agent.
Personalize your customers list view
Now, you can change the width of columns on the customers list simply by dragging the column boundary.
It lets you change the view so it shows only the info you need, the way that is most useful to you.
Increase your greeting conversion rate
We’ve recently added a data breakdown to the greetings conversion report so it’s easier to decide which greeting needs some tweaking to bring more chats.
Now, all greetings are displayed in a table with information about the conversion rate and the number of chats. You can also select a few of them from the list to compare their stats.
Want to see how it works? Log in to LiveChat and go to the greetings conversion report.
Check your live chat performance against the industry standard
Now you can track how you stack up against your competitors. To do it, view the benchmark data in the following reports: total chats, chat satisfaction, chat duration, response times.
One glance and you know if your chat satisfaction or first response time are up to customers’ expectations. Or if you need to work on some areas of live chat support in your business.
To see benchmark data, open one of the mentioned reports and flip on the toggle switch in the top right.
Please note that this feature will be available only on Business and Enterprise plans from November 1, 2019.
Get in touch with customers who left the queue
Now, you can send an email to a customer who left the queue right from the queue abandonment report. No more switching between tabs.
How it works
Go to the queue abandonment report and click on the Message button placed next to the customer’s name. Then, edit the message and send it. You can see both your messages and your customer’s replies in Tickets.
Please note that this feature is available with Business and Enterprise plans. To updgrade your plan, go to Subscription.
Admins can now manage subscription
Now administrators can manage the subscription as well as the owner. Which makes things easier when the owner isn’t the person who is in charge of LiveChat in your company.
If you don’t want particular admins to be able to access and change your subscription, you can remove their permission with one click.
All administrator accounts created before today don’t have the permission given by default. If you want to let them access the Subscription section, you need to add permission separately for each admin.
Read our help center article to learn how.