LiveTex Online Consultant

What this solution does

LiveTex is a universal platform for organizing customer communication across digital channels. Supported communication channels include: online chat, feedback forms, and callback request forms on websites; in-app chat for mobile applications; social networks (Odnoklassniki, VKontakte); messengers (Telegram, Viber, WhatsApp); email; and chatbots.

The solution unifies all communication channels into a single interface with extensive functionality. It includes chatbots of various types: scenario-based, text-based, and intelligent. It provides operator management tools such as message routing, real-time monitoring, and supervisor features. Detailed analytics are available for channels and staff. Integration with CRM and other internal systems is supported. Any text channel can be connected via the Visitor API.

Each client is assigned a personal manager who provides support throughout the entire collaboration process, from staff training and platform configuration to project oversight and resolving any issues during operation. The platform offers a 14-day trial period with full access to all features. The software is included in the Unified Register of Russian Software.

The chat platform consolidates all digital communication channels into a single interface. All inquiries are routed to one system, allowing you to communicate with customers through their preferred channel without missing any requests.

The Operator Workstation features an intuitive interface and is available in a desktop version compatible with all operating systems, as well as in web and mobile versions for Android and iOS. A unified interface eliminates the need to switch between different systems, enabling faster responses. Tools to increase response speed include quick messages, hotkeys, and chat history. Additional capabilities include sending files, stickers, and emojis, transferring chats to another operator, and spell checking.

The Omnibutton widget is a free solution for desktop and mobile website versions. It integrates seamlessly into the interface and consolidates icons for all communication channels in one place.

The system offers extensive analytics with one-click report export. Data is available by communication channel, including average response time, reaction time to the first message, dialogue duration, and counts of handled versus unhandled requests. Analytics also cover operator statistics, dialogue history with clients, request distribution by tags, and operator status throughout the workday.

The personal account provides management tools: routing configuration, priority channel settings, real-time online monitoring of key performance indicators, and a supervisor function for immediate staff assistance.

Business process automation is supported via chatbot integration, ranging from simple scenario-based and text bots to custom intelligent bots tailored to specific tasks. These bots provide instant responses, operate 24/7, and can reduce operator workload by up to 80%.

The platform enables customer interaction via messengers, social networks, websites, and mobile applications.

Lead generation features include pre-chat fields for collecting contact information before the dialogue begins, as well as an offline form and callback request functionality for 24/7 lead capture.

The system supports engagement and retention scenarios across various communication channels and allows for outgoing broadcasts in messengers and social networks.

Integration capabilities support connecting any text channels via Visitor API, any bot via Bot API, and linking the chat platform with CRM systems and end-to-end analytics solutions. Integration with Avito allows operators to respond to all buyer messages through a unified interface, ensuring no new requests are missed and enabling rapid feedback.

The system offers two deployment options: SaaS (cloud) or on-premise (local installation).

General iT can connect “LiveTex Online Consultant”, install and configure the module, and make sure the integration works correctly.