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When Nika Gabunia was travelling abroad and had issues with his air ticket, he had to call a customer care agent to resolve it, for which he incurred a huge telephone bill. Recognizing the need for free web-based calling as well as the benefits of co-browsing to resolve customer issues, Nika founded LiveCaller in January 2019.
While the customer communication software market has evolved over the last few years with increasing usage of online chats and chat bots, the next phase of growth is expected to come from co-browsing and web-based calls.
Georgia-based LiveCaller is a cloud based customer communication software that allows to directly communicate with web visitors via web call. Companies can install LiveCaller widget on their web-page to start receiving free calls from their customers.
"The built-in dashboard in LiveCaller enables our clients to monitor all usage, and offers a high level of statistical analysis and call center activity information. It also allows web users to call directly, wherever they may be in the world. Better still, they can choose the specific department they want to call and have immediate, direct access to you over web call," said Nika in an interview with theBUIDL.
A study by research firm Aberdeen Group shows that for companies that use co-browsing, average revenue per call grew by 3% and annual revenue grew by 16.8%; while the companies that did not use co-browsing witnessed decline in revenue per call by 1.5%, and annual revenue growth of 9.7%.
With a headcount of 8 employees, LiveCaller has witnessed 30% month-on-month growth. It has 15 enterprise clients utilizing its services. LiveCaller generates revenue through subscription fees.
Some of the closest competitors of LiveCaller include Glia and Zingaya among others. LiveCaller, however, says that it has competitive edge as the company is not focused on any specific sector (Zingaya is focused on Finance market) and is cost-effective (as against Glia).
Going ahead, the company plans to continue working on its product to make it more robust and efficient. It also aims to integrate its widget with commercial CRM systems including Salesforce, Hubspot, etc. Further, it plans to develop voice-bot based on artificial intelligence. In terms of geography, LiveCaller wants to focus on European market before tapping customers from the US.