This week,
WebsitePlanet had the opportunity to interview Giga Gotsiridze, CEO & Co-Founder of LiveCaller. We talked about the company’s past and present, how it evolved, and what is in the pipeline for the future.
Please present LiveCaller to our audience.
LiveCaller offers a comprehensive solution that consolidates various communication channels such as Chat, Call, Co-Browsing, and Social Messaging Apps into a single platform. This all-in-one solution enables effective communication between businesses and customers, leading to improved sales, customer satisfaction, and overall success.
What’s Your Story? What sparked the idea, and how has it evolved so far?
Once upon a time, my buddy and I were all set for a summer trip abroad. You know how it is with vacations, right? There’s always a touch of drama. And we were not disappointed. You see, we discovered that there were some major discrepancies on our tickets, which could’ve easily made the airlines cancel our whole trip!
So, like superheroes, we sprang into action, and quickly realized that we needed to contact the airlines ASAP! We ended up making an international call, which left us waiting in line for what felt like an eternity. But it was worth it, as the airline representative on the other end fixed our problem, and saved the day!
But, alas, our superhero status was short-lived. We were quickly brought back to reality when we saw the bill for the international call. Let’s just say we were not pleased. But, hey, at least our trip was back on track, and we had a good story to tell!
After the dramatic experience with the airline, my friend and I put our heads together to come up with a solution that could help others avoid the same situation. Since I was the tech-savvy one, and my friend was in marketing, we discussed various ideas. Finally, we hit upon a brilliant idea – what if customers could make calls to customer support service directly from their browser?
Excitedly, I got to work and confirmed that it was technologically possible. Fast forward a couple of years, and voila! We are proud to offer our all-in-one platform, LiveCaller, which not only includes webchat, co-browsing, and messaging app integrations but also a Live Call feature that we had dreamed up during that fateful trip abroad. Now, customers can connect with businesses seamlessly and avoid any drama, just like we did.
What services do you offer?
- Web Call – Web Call allows website visitors to connect with businesses directly from their browser. It provides the fastest and easiest way for customers to communicate over voice with the business. The best part? The call is made through the internet, directly from the webpage, which means that the call is completely free for the customer!
- Web Chat – is an online communication app that enables you and your website visitors to chat in real-time. Online chat is a great alternative to phone calls or emails. All you or your visitors need to do is to type the message inside the chatbox and send it.
- Co-browsing – which is also referred to as collaborative browsing, is a powerful tool that enables customer support agents to work together with the visitor’s browser in real-time. With co-browsing, the agent and the customer can jointly navigate through the customer’s screen, helping to guide them through complex transactions, processes, forms, and demos. This technology allows for seamless collaboration between the agent and the customer, providing a more efficient and effective support experience.
- Omnichannel -The Omnichannel messaging platform consolidates all messaging channels, including Facebook Messenger, Viber and Telegram into a single platform, providing businesses with a powerful tool for delivering efficient real-time customer support. By integrating multiple messaging channels into one platform, businesses can easily manage and respond to customer queries, concerns, and feedback from a single location. This helps to ensure that customers receive timely and effective support, leading to improved customer satisfaction and loyalty.
What is the mission of LiveCaller?
At Livecaller, our mission is to bring businesses and customers closer together by bridging the gap between them. We strive to create innovative solutions that improve the lives of our customers, and we believe that every interaction is an opportunity to create a lasting connection. We are committed to providing exceptional customer experiences by putting our customers first and always striving to exceed their expectations. By enabling businesses to connect with their customers in more meaningful ways, we aim to make the world a better place, one conversation at a time.
Who are your typical customers, and what do you think is the main challenge that LiveCaller solves for them?
LiveCaller’s typical customers could be businesses that operate customer service centers, sales teams, or support departments. These businesses may have websites or web applications where their customers or clients can visit, seek help or ask questions. LiveCaller’s all-in-one platform provides these businesses with an effective and efficient solution to engage and communicate with their customers in real-time, using a variety of communication channels like web chat, web call, co-browsing, and social messaging apps.
The main challenge that LiveCaller solves for its customers is to improve their customer support and customer experience. By providing an all-in-one platform with various communication channels, LiveCaller enables businesses to provide a faster and more personalized customer experience. This helps businesses to retain their customers, improve customer satisfaction, and ultimately increase revenue. Moreover, LiveCaller offers real-time analytics and monitoring, which allows businesses to track the performance of their customer support and gain insights into the needs and preferences of their customers.
How do you envision the future of your industry?
The industry of customer support and engagement is poised for future growth. This growth is driven by the escalating significance of customer satisfaction and retention for businesses of all sizes, alongside the rising demand for personalized and efficient customer service.
The industry is likely to see the increased use of new technologies such as artificial intelligence, machine learning, and automation to provide more personalized and efficient customer support. Furthermore, the future may see an even greater emphasis on omnichannel communication, with businesses leveraging multiple communication channels to provide a seamless and consistent customer experience across all touchpoints.
Overall, the future of the customer support and engagement industry is likely to be shaped by the evolving needs and preferences of customers, as well as advancements in technology and automation.
What are your plans for the company for the near future?
We have set short-term and long-term goals for our platform. In the short term, we aim to integrate as many communication channels as possible to provide a seamless and consistent customer experience across all channels. This will help our customers to interact with businesses easily and efficiently, irrespective of the channel they use.
For our long-term goals, we plan to integrate conversation AI that has both text and voice capabilities. This will enable businesses to communicate with their customers in a more personalized and efficient manner, improving their overall experience. Additionally, we aim to integrate various AI solutions that can handle voice verification, face recognition, and other advanced capabilities. These developments will enhance our platform’s security and provide more sophisticated and streamlined customer support to businesses.
