Text ( WSE: TXT), previously known as LiveChat Software, is a Polish software company specializing in

customer service Customer service is the assistance and advice provided by a company to those who buy or use its products or services, either in person or remotely. Customer service is often practiced in a way that reflects the strategies and values of a firm, and ...

and

artificial intelligence Artificial intelligence (AI) is the capability of computer, computational systems to perform tasks typically associated with human intelligence, such as learning, reasoning, problem-solving, perception, and decision-making. It is a field of re ...

solutions. Based in

Wrocław Wrocław is a city in southwestern Poland, and the capital of the Lower Silesian Voivodeship. It is the largest city and historical capital of the region of Silesia. It lies on the banks of the Oder River in the Silesian Lowlands of Central Eu ...

, it offers a suite of tools for B2B and

B2C Direct-to-consumer (DTC or D2C) or business-to-consumer (B2C) is the business model of selling products directly to customers and thereby bypassing any third-party retailers, wholesalers, or middlemen. Direct-to-consumer sales are usually transa ...

communication, including popular platforms like LiveChat,

ChatBot A chatbot (originally chatterbot) is a software application or web interface designed to have textual or spoken conversations. Modern chatbots are typically online and use generative artificial intelligence systems that are capable of main ...

, and HelpDesk. The company is publicly listed on the

Warsaw Stock Exchange The Warsaw Stock Exchange (WSE) () is a stock exchange in Warsaw, Poland. Founded in 1817, it was located in the Saxon Palace until 1877 when it was moved to the Exchange Building at the Saxon Garden. Currently, it is located at ul. Książęca ...

. The company was founded in Wroclaw,

Poland Poland, officially the Republic of Poland, is a country in Central Europe. It extends from the Baltic Sea in the north to the Sudetes and Carpathian Mountains in the south, bordered by Lithuania and Russia to the northeast, Belarus and Ukrai ...

in 2002, and also has US offices in

Boston Boston is the capital and most populous city in the Commonwealth (U.S. state), Commonwealth of Massachusetts in the United States. The city serves as the cultural and Financial centre, financial center of New England, a region of the Northeas ...

Massachusetts Massachusetts ( ; ), officially the Commonwealth of Massachusetts, is a U.S. state, state in the New England region of the Northeastern United States. It borders the Atlantic Ocean and the Gulf of Maine to its east, Connecticut and Rhode ...

. In 2023, the company rebranded from “LiveChat Software” to “Text” to reflect its broadened focus on

and

e-commerce E-commerce (electronic commerce) refers to commercial activities including the electronic buying or selling products and services which are conducted on online platforms or over the Internet. E-commerce draws on technologies such as mobile co ...

solutions. It serves more than 28,000 paid customers in over 150 countries, including

Adobe Adobe (from arabic: الطوب Attub ; ) is a building material made from earth and organic materials. is Spanish for mudbrick. In some English-speaking regions of Spanish heritage, such as the Southwestern United States, the term is use ...

AirAsia Capital A Berhad (), operating as AirAsia (stylised as ''airasia'') is a Malaysian multinational low-cost airline headquartered near Kuala Lumpur, Malaysia. Established in 1993 and commencing operations in 1996, the airline is the largest in M ...

Best Buy Best Buy Co., Inc. is an American multinational consumer electronics retailer headquartered in Richfield, Minnesota. Originally founded by Richard M. Schulze and James Wheeler in 1966 as an audio specialty store called Sound of Music, it was r ...

Better Business Bureau The Better Business Bureau (BBB) is an American private, 501(c)(6) nonprofit organization founded in 1912. BBB's self-described mission is to focus on advancing marketplace trust, consisting of 92 independently incorporated local BBB organizati ...

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' 199 ...

Huawei Huawei Technologies Co., Ltd. ("Huawei" sometimes stylized as "HUAWEI"; ; zh, c=华为, p= ) is a Chinese multinational corporationtechnology company in Longgang, Shenzhen, Longgang, Shenzhen, Guangdong. Its main product lines include teleco ...

, Orange, and

PayPal PayPal Holdings, Inc. is an American multinational financial technology company operating an online payments system in the majority of countries that support E-commerce payment system, online money transfers; it serves as an electronic alter ...

History and Milestones

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

LLC A limited liability company (LLC) is the United States-specific form of a private limited company. It is a business structure that can combine the pass-through taxation of a partnership or sole proprietorship with the limited liability of a ...

) in

, the company initially focused on live chat solutions for businesses. In October 2007, it transitioned into a stock company. In October 2006, 50% of the company stock was bought by Capital Partners S.A., an investment and consulting firm publicly listed at 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 (until 1998 Die Nasionale Pers) is a South African multinational internet, technology and multimedia holding company headquartered in Cape Town. The company has interests in online retail, publishing, real estate, and ventu ...

capital group, joining Gadu-Gadu 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 A management buyout (MBO) is a form of acquisition in which a company's existing managers acquire a large part, or all, of the company, whether from a parent company or individual. Management- and/or leveraged buyouts became noted phenomena of 19 ...

. After Naspers agreed in June 2011 to sell its entire stake, the founders teamed up with

private equity Private equity (PE) is stock in a private company that does not offer stock to the general public; instead it is offered to specialized investment funds and limited partnerships that take an active role in the management and structuring of the co ...

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. In 2023, the company has changed its name from “LiveChat Software” to “Text” to reflect its expanded product offering and broadened focus on

and

. Today, it operates offices in

and

, serving a global customer base.

Products

LiveChat

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

live support software Online chat is any direct text-, audio- or video-based (webcams), one-on-one or one-to-many (group) chat (formally also known as synchronous conferencing), using tools such as instant messengers, Internet Relay Chat (IRC), talkers and possibly ...

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. Generally, help desk software is part of an umbrella category called the service desk, w ...

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 and

Twitter Twitter, officially known as X since 2023, is an American microblogging and social networking service. It is one of the world's largest social media platforms and one of the most-visited websites. Users can share short text messages, image ...

ChatBot

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

-based

bot Bot or BOT may refer to: Sciences Computing and technology * Chatbot, a computer program that converses in natural language * Internet bot, a software application that runs automated tasks (scripts) over the Internet **Spambot, an internet bot ...

platform. It creates intelligent chatbots to communicate with customers in messaging apps, such as

Messenger Messenger, Messengers, The Messenger or The Messengers may refer to: People * Courier, a person or company that delivers messages, packages, or mail * Messenger (surname) * Bicycle messenger, a bicyclist who transports packages through cities * M ...

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, Facebook Messenger,

WhatsApp WhatsApp (officially WhatsApp Messenger) is an American social media, instant messaging (IM), and voice-over-IP (VoIP) service owned by technology conglomerate Meta. It allows users to send text, voice messages and video messages, make vo ...

, 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.

OpenWidget

''OpenWidget'' is a free website widget and plugin software. It was launched in November 2022. It allows to add functionality to an existing website using one of the pre-defined apps, such as contact and feedback forms, product reviews and recommendations, and frequently asked questions templates. Such widget integrates with ecommerce platforms, such as

Shopify Shopify Inc., stylized as ''shopify'', headquartered in Ottawa, Ontario, operates an e-commerce platform for retail point-of-sale systems that offers payments, marketing, shipping, inventory management, transaction management, and customer eng ...

, BigCommerce, WooCommerce, and

website builder Website builders are tools that typically allow the construction of websites without manual code editing. They fall into two categories: * Online proprietary tools provided by web hosting service companies. These are typically intended for serv ...

s, such as

WordPress WordPress (WP, or WordPress.org) is a web content management system. It was originally created as a tool to publish blogs but has evolved to support publishing other web content, including more traditional websites, electronic mailing list, ma ...

. The authors claim "using AI for ecommerce

personalization Personalization (broadly known as customization) consists of tailoring a service or product to accommodate specific individuals. It is sometimes tied to groups or segments of individuals. Personalization involves collecting data on individuals, ...

" to be their mission.

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 synchronous computer-mediated communication involving the immediate ( real-time) transmission of messages between two or more parties over the Internet or another computer network. Originally involv ...

) and Chat Server, which was a chat software for moderated chat rooms. Besides developing and selling communication solutions, from 20042010 LiveChat Software was the owner of one of the first Polish

online chat Online chat is any direct text-, audio- or video-based (webcams), one-on-one or one-to-many ( group) chat (formally also known as synchronous conferencing), using tools such as instant messengers, Internet Relay Chat (IRC), talkers and possi ...

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 Facebook Messenger. 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 the top Customer Support and Feedback applications in the Inside CRM report recommended by

Guy Kawasaki Guy Takeo 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 popul ...

. In 2011

Deloitte Deloitte is a multinational professional services network based in London, United Kingdom. It is the largest professional services network in the world by revenue and number of employees, and is one of the Big Four accounting firms, along wi ...

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 A red herring is something that misleads or distracts from a relevant or important question. It may be either a logical fallacy or a literary device that leads readers or audiences toward a false conclusion. A red herring may be used intentiona ...

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 organized by EuropeanIssuers, FESE, and the

European Commission The European Commission (EC) is the primary Executive (government), executive arm of the European Union (EU). It operates as a cabinet government, with a number of European Commissioner, members of the Commission (directorial system, informall ...

. 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 the coronavirus SARS-CoV-2. In January 2020, the disease spread worldwide, resulting in the COVID-19 pandemic. The symptoms of COVID‑19 can vary but often include fever ...

outbreak, by offering its services for free to non-profits 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. It is used to improve the efficiency and accuracy of typing skills (measured in

words per minute Words per minute, commonly abbreviated as WPM (sometimes lowercased as 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 ...

). 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. In 2022 the company supported

nonprofit organisation A nonprofit organization (NPO), also known as a nonbusiness entity, nonprofit institution, not-for-profit organization, or simply a nonprofit, is a non-governmental (private) legal entity organized and operated for a collective, public, or so ...

, Tech to the Rescue, by conducting several low bono and

pro bono ( English: 'for the public good'), usually shortened to , is a Latin phrase for professional work undertaken voluntarily and without payment. The term traditionally referred to provision of legal services by legal professionals for people who a ...

projects. One of them was a product integration between

sign language Sign languages (also known as signed languages) are languages that use the visual-manual modality to convey meaning, instead of spoken words. Sign languages are expressed through manual articulation in combination with #Non-manual elements, no ...

platform Migam.org, and the LiveChat application.

References

{{Authority control Artificial intelligence companies Business software companies Companies based in Wrocław Companies listed on the Warsaw Stock Exchange Customer relationship management software companies Information technology companies of Poland Internet properties established in 2002 Polish brands Polish companies established in 2002 Software companies established in 2002 Software companies of Poland