Text Platform – The All-in-One AI Customer Support & Automation Solution for Modern Businesses

When Customer Service Enters the Age of Intelligence

Customer service today is no longer just about resolving complaints — it’s about creating seamless, human experiences that build trust and loyalty.
But as customer touchpoints multiply across channels, many businesses — especially SMEs — face the same question:

How can we serve better and faster, without inflating our costs?

Across industries, modern customer support is evolving along four major paths, each representing a different philosophy of how technology and AI can transform customer relationships.

1️⃣ Enterprise CEC/CRM Giants

Leaders like Salesforce, Microsoft Dynamics, ServiceNow, Zendesk, and Oracle Service dominate the enterprise space with powerful, deeply integrated Customer Engagement Centers that merge CRM, marketing, and process automation.
They offer unmatched control and customization — but with high costs and long deployment cycles, they remain out of reach for most SMEs.

2️⃣ Fast-Growing “Customer Support Suites”

Platforms such as Intercom, Freshdesk, HubSpot Service Hub, and Zoho Desk have found success with smaller and mid-sized teams by offering easy-to-use, integrated support systems enhanced by automation and AI.
Their strength lies in speed of implementation and user experience — ideal for agile businesses.

3️⃣ Conversational AI / Agent-First Platforms

Solutions like Ada, Forethought, and LivePerson represent a new wave where AI doesn’t just chat — it acts.
These platforms automate complex interactions, from understanding intent to executing tasks like ticket creation, order lookups, or status updates — reducing repetitive work for human agents.

4️⃣ The eCommerce and SMB Niche

Tools such as Gorgias, Richpanel, and Kustomer focus on online stores, where every customer interaction can become a sale.
They excel at high-velocity retail workflows but often lack flexibility for other business types.

Amid all this, Text Platform takes a distinct path:

Bringing enterprise-grade AI automation into the hands of growing businesses — lightweight, fast, and remarkably human.

What Is Text Platform?

Text Platform is an AI-first Customer Support Platform, developed by LiveChat Software S.A., the company behind world-class tools like LiveChat, HelpDesk, ChatBot, KnowledgeBase, and OpenWidget.

After more than two decades shaping digital support, LiveChat Software reimagined its ecosystem under one unified brand — Text Platform, designed for a future where AI works with people, not instead of them.

The Text Ecosystem Includes:

• LiveChat – Real-time communication with customers.

• HelpDesk – Organized ticketing and workflow automation.

• ChatBot – AI-powered conversations that scale.

• KnowledgeBase – A self-service knowledge hub to reduce ticket load.

• OpenWidget – Lightweight widgets for engagement and feedback on websites.

• AI Agent (Text App) – A contextual assistant that can both understand and act.

Together, they form a single, connected workspace — giving businesses a complete view of the customer journey, from first contact to post-sale support.

The Common Challenges Businesses Face

1️⃣ Customer growth outpacing service capacity

As customer volume rises, support teams can’t simply grow at the same rate.
Each delay in response risks lost trust — and lost revenue.

2️⃣ Fragmented communication channels

Customers reach out via email, chat, and social media — but businesses often manage each in silos.
This results in inconsistent service and broken experiences.

3️⃣ Lack of automation

Without smart workflows, teams spend hours assigning tickets and repeating answers — time that could be spent on strategic issues.

4️⃣ No visibility or actionable data

Without insights into ticket trends, response times, or CSAT (Customer Satisfaction), it’s nearly impossible to improve service quality systematically.

How Text Platform Solves These Problems

AI Agent – From Conversation to Action

Text’s AI Agent doesn’t just reply; it acts.
It can create tickets, assign priorities, pull order data, and update customers in real-time.
For instance, when a customer asks, “Where is my order #1245?”, the AI can instantly check the status and forward it to logistics if an issue arises — reducing response times from minutes to seconds.

Unified Communication Hub

Text consolidates all chats, emails, and messages in one interface.
Agents can instantly see a customer’s full conversation history — no duplication, no confusion, just smooth, personalized support.

HelpDesk + KnowledgeBase

HelpDesk streamlines internal workflows, while KnowledgeBase empowers customers to find their own answers.
The result: faster resolutions and fewer repetitive tickets.

OpenWidget – Engage, Collect, Convert

OpenWidget helps websites capture leads and feedback directly through smart widgets — no coding required.
From contact forms to quick surveys, it’s a lightweight tool with outsized impact.

Reports and Insights

Text’s reporting engine offers detailed analytics on conversation trends, team performance, and customer satisfaction.
With real data, leaders can refine processes and train both agents and AI for continuous improvement.

✅ Key Advantages of Text Platform

• Real AI, not scripted bots – Text’s AI truly understands context and executes actions.

• Unified ecosystem – All products operate seamlessly together.

• Flexible integrations – Connect with CRMs, ERPs, and external tools.

• Data-driven growth – Support becomes a profit driver, not just a cost center.

Security and Trust – The Core of Text Platform

With Text products, every chat, ticket, and interaction is safeguarded by enterprise-grade security — because customers don’t just share questions; they share personal data, payment details, and trust.

At Text, security isn’t an add-on; it’s the backbone of every conversation. Its Trust Center offers full transparency on how Text protects user data while meeting the world’s most rigorous standards:
CCPA · GDPR · PCI DSS · BBB · DPF · WCAG 2.2

“Trust isn’t just a promise — it’s the foundation of everything we do.”
— Text Trust Center

The Business Benefits of Text Platform

1️⃣ Reduce workload, increase productivity

AI handles up to 70% of repetitive inquiries, letting your team focus on strategy and complex issues.

2️⃣ Respond faster

Average response times drop from minutes to seconds — a competitive edge in today’s instant world.

3️⃣ Consistent experience across channels

Customers enjoy a unified, professional experience whether they reach out via email, chat, or social media.

4️⃣ Understand customers better

Powerful analytics reveal common issues, peak hours, and satisfaction trends — helping you anticipate needs.

5️⃣ Scale sustainably

Automation lowers costs while improving service quality — the foundation for sustainable growth.

Pros and Cons of Text Platform

Pros

• Clean, intuitive interface.

• Fast deployment and easy adoption.

• Smart, context-aware AI.

• Unified ecosystem and deep integrations.

• Free trial available.

Cons

• Advanced AI features still expanding.

• Limited native Vietnamese support.

• Enterprises may require custom integrations.

Is Text Platform Worth Trying?

From a business perspective, Text Platform delivers exactly what the market needs:
AI that empowers people — not replaces them.

As one business user put it:

“Text has given me agency, freedom, and the ability to focus on the next phase of our efficiency drive.”

That statement perfectly sums up Text’s mission:
to give teams more control, more focus, and more impact through AI-driven collaboration.

According to SimilarWeb, Text Platform attracts over 360,000 monthly visitors, with an impressive 7-minute average session time — clear evidence of user engagement and trust.

Getting Started with Text Platform

1. Go to text.com and sign up — no credit card required.

2. Install LiveChat on your website.

3. Connect HelpDesk to manage tickets and emails.

4. Create your AI Agent and upload documentation.

5. Test, refine, and review reports for insights.

Within just a few days, your team will feel the difference — less manual work, faster responses, happier customers.

Conclusion

Text Platform is more than a rebrand — it’s a strategic evolution that brings AI to the heart of customer experience.
It helps small businesses operate smarter, respond faster, and understand customers on a deeper level — without enterprise complexity.

If you’re ready to see how AI can transform your customer service, start today with Text Platform —

Free to try. No credit card required.

A few minutes of setup could redefine how your business connects with customers — faster, more efficient, and more personal.