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Text (company)

Text S.A. is a software company specializing in cloud-based customer communication and solutions for businesses worldwide. Founded in 2002 and headquartered in , , the company develops tools that enable real-time online interactions, including live chat, automated chatbots, and helpdesk management systems. Originally incorporated as LiveChat Software S.A., it rebranded to Text S.A. in September 2023 to reflect its expanded focus on AI-driven support platforms. Text's flagship product, , provides multichannel text communication features that help and B2B organizations engage customers, automate responses, and streamline support processes. The company also offers ChatBot, an AI-powered self-service tool for and query handling, and HelpDesk, a unified inbox for managing inquiries from various channels like email and . Publicly traded on the under the ticker TXT, Text serves over 40,000 customers globally and emphasizes scalable, AI-first automation to enhance efficiency.

Overview

Founding and Early Development

Text (company), originally known as LiveChat Software, was founded in 2002 in Wrocław, Poland, by Mariusz Ciepły, Maciej Jarzębowski, Jakub Sitarz, and Szymon Klimczak. The four co-founders, who were young software developers and entrepreneurs at the time, established the firm as a software development company specializing in online communication tools to address the growing need for real-time customer interaction on websites. Ciepły, who started as a software developer and later served as project manager, has remained with the company as CEO, guiding its product development with a focus on e-commerce applications. Jarzębowski and Sitarz contributed to the initial technical and business foundations, drawing from their prior experience in Polish tech ventures like Bankier.pl. The company's headquarters in Wrocław became the hub for its operations, leveraging the city's emerging tech ecosystem. The initial product, , was launched in 2002 as a basic real-time chat solution designed to integrate easily into websites. Targeted primarily at small businesses and sites, it enabled operators to engage visitors instantly, improving and sales conversion rates without requiring complex installations. This SaaS-based offering was priced affordably, starting at low monthly subscriptions, to appeal to resource-constrained users seeking simple tools for online engagement. Early adopters included operators, but the product's multilingual support and web-based accessibility quickly attracted interest beyond local borders. Through without external funding, the company achieved steady early growth, becoming positive in 2010 and expanding its customer base to international clients in and . This self-funded approach allowed the founders to maintain control while iterating on the product based on user feedback, avoiding the pressures of timelines. The core engineering team, based in , played a pivotal role in developing the scalable infrastructure, emphasizing reliability, ease of use, and integration capabilities that supported global deployment. By focusing on organic growth via and partnerships, established itself as a niche leader in software during its formative years.

Rebranding and Current Focus

In December 2022, LiveChat Software S.A. acquired the premium domain text.com for an undisclosed amount, laying the groundwork for a strategic rebranding to encompass a wider array of text-based communication solutions beyond its core live chat offerings. This move was part of an effort to modernize the company's identity and better align with evolving customer service technologies. The acquisition was announced on December 20, 2022, signaling plans for a comprehensive rebrand that would unify its product ecosystem under a more versatile brand name. The official culminated in 2023, when LiveChat Software S.A. changed its name to Text S.A., effective , to reflect its expanded focus on integrated tools for . Concurrently, the company's stock symbol on the transitioned to TXT.WA, maintaining its listing on the main market while emphasizing the new corporate direction. This rebranding positioned Text S.A. as an "AI-first support platform," with products unified under the Text App, which integrates live chat, ticketing systems, and agents into a single interface for streamlined customer interactions. As of 2025, Text S.A.'s mission centers on enabling businesses to scale 24/7 through , serving over customers across 150 countries worldwide. This focus underscores the company's evolution toward AI-driven efficiencies, allowing organizations to handle inquiries autonomously while maintaining human oversight where needed.

History

Pre-IPO Era (2002–2013)

During its formative years from 2002 to 2006, Text, then operating as LiveChat Software, focused on developing the initial versions of its flagship product as an on-premise solution targeted at enterprises seeking alternatives to costly call centers. The company bootstrapped its operations, relying on direct sales with long cycles of 6–12 months, but faced challenges in market education amid from established email-based tools, which it countered by highlighting the advantages of real-time customer interactions. By 2008, amid the , LiveChat pivoted to a B2B SaaS model, shifting focus to international small and medium-sized businesses and integrating with platforms to enable seamless . This transition marked a turning point, achieving positivity shortly after and full profitability by 2010 through organic channels like , , affiliates, and word-of-mouth referrals. The company reached approximately 1,000 paying customers over its first nine years, doubling that figure in 2011 alone via inbound strategies. Key milestones in the later pre-IPO phase included the launch of support around 2011, allowing agents to handle chats on the go, and the establishment of a U.S. presence with the incorporation of its office in 2011 to capitalize on the , where over 80% of revenues were generated by 2012. By 2013 (ending 30), annual revenues had reached 18.9 million PLN (approximately $5.9 million USD at the time), reflecting steady expansion in the SaaS live chat sector.

Public Listing and Growth (2014–2022)

In April 2014, LiveChat Software S.A. completed its on the , listing shares under the ticker symbol and raising PLN 59.89 million through the sale of 3,237,500 existing shares priced at PLN 18.50 each. The IPO provided capital for further expansion while allowing founders to partially monetize their holdings, marking the company's transition from bootstrapped operations to public market access. Following the IPO, the company experienced sustained revenue growth, with annual sales increasing from PLN 33 million in 2014 (ending September 30) to PLN 272 million by 2022. This expansion was fueled by a growing base, which surpassed 30,000 paying subscribers by 2020 and continued to rise, serving clients across more than 150 countries with a significant focus on North American markets contributing approximately 60% of total revenue. The core product, building on its pre-IPO foundation as a messaging tool, drove much of this growth through organic acquisition and high retention rates, with steadily increasing due to premium features. Product diversification accelerated during this period, enhancing the company's ecosystem beyond standalone live chat. In 2017, LiveChat launched , a platform for building automated conversational agents integrated with the main service, enabling businesses to handle routine inquiries without human intervention. This was followed by the introduction of HelpDesk in 2019, a ticketing system that unified chat transcripts, emails, and support requests into a centralized for efficient resolution. These additions broadened the product suite, attracting new segments like and firms seeking support, and contributed to diversified revenue streams while maintaining compatibility with the flagship LiveChat application. Throughout 2014–2022, LiveChat Software sustained exceptional profitability, achieving net profit margins consistently above 50%—reaching 54.8% in one recent —and operating debt-free with substantial cash reserves from operations. The company reinvested a portion of these funds into , supporting iterative enhancements to its platform, such as mobile optimizations and integrations, which bolstered and user adoption without compromising financial discipline. This approach enabled annual revenue compound growth of around 34% over the period, positioning the firm as a high-margin leader in the software sector.

Modern Era and AI Shift (2023–present)

In 2023, following its from LiveChat Software S.A. to Text S.A., the company integrated its product suite into the Text App, a unified workspace designed to streamline operations across live chat, , and automation tools. This platform launched progressively through 2023 and 2024, incorporating agents capable of handling automated responses based on conversation history and integrated data sources, enabling businesses to manage interactions more efficiently without switching applications. The emphasized a shift toward text-based communication as a , aligning all offerings under a single interface to support scalable, . The AI pivot accelerated in 2024 with the introduction of advanced features, such as for anticipating customer queries through behavior tracking and in interaction data. These capabilities allowed Text App to proactively suggest responses or escalate issues, reducing resolution times and enhancing personalization in . By October 2025, this strategic focus contributed to monthly recurring revenue (MRR) reaching USD 7.06 million, reflecting a modest 0.3% year-over-year increase amid stable subscription growth. Early 2025 marked further milestones in chatbot expansion, with enhancements to self-learning agents that automate routine tasks like order tracking and billing inquiries, serving over 40,000 customers across 150 countries. These updates facilitated seamless integrations and partnerships with major platforms, such as , to embed -driven support directly into online storefronts for real-time assistance during shopping experiences. Despite intensifying competition from generative tools like large models, Text addressed these challenges by developing text analysis models trained on customer-specific data, ensuring compliant, brand-aligned automation that differentiates from generic solutions.

Operations

Headquarters and International Presence

Text S.A.'s primary headquarters is located in , , at ul. Zwycięska 47, 53-033, where the company was established in 2002 and houses its (R&D), , and teams. This location benefits from 's robust pool of talent, supporting the majority of the company's approximately 212 full-time employees as of 2025. The company also operates a U.S. office in , , at 101 Arch Street, 8th Floor, opened to handle and activities aimed at the North American market, which represents a significant portion of its revenue. Text S.A. maintains a global presence without additional physical offices beyond and the . Its cloud-based software-as-a-service () model enables it to serve over 40,000 customers in more than 150 countries worldwide.

Leadership and Governance

Mariusz Ciepły serves as the President of the Management Board and CEO of Text S.A., a role he has held since 2010 after co-founding the company in 2002. With a background in , Ciepły initially contributed as a developer and before assuming responsibilities, where he now oversees product and day-to-day operations. The executive team includes key figures such as Szymon Klimczak, who serves as Chief Growth Officer, focusing on market share growth and customer acquisition. The finance function is led by Urszula Jarzebowska as , who has been with the company since its inception and manages financial operations with expertise in reporting. Text S.A.'s board structure is founder-controlled, with and insiders holding approximately 39% of the shares, reflecting an model that aligns leadership interests with long-term . The Supervisory Board includes independent directors, such as those serving on the , to ensure compliance with regulations and Polish standards. Governance practices emphasize transparency and accountability, including annual shareholder meetings held in , , where key decisions on dividends, reports, and strategy are discussed and voted upon. The company adheres to regulatory requirements for reporting and disclosure, fostering an owner-driven approach without external pressures from majority institutional investors.

Products

Text's products are integrated into the Text App ecosystem, an AI-first platform combining live chat, ticketing, and automation tools for scalable .

LiveChat

LiveChat is a real-time messaging software designed for websites, enabling agents to engage in instant conversations with visitors through an widget. It allows agents to handle multiple s simultaneously, facilitating efficient management of customer inquiries, while including features like typing indicators to show when a visitor or agent is composing a and capabilities for exchanging documents, images, or other attachments during conversations. This core functionality supports seamless, interactive communication that helps businesses respond promptly to user needs. Key features of LiveChat include highly customizable chat windows, which businesses can tailor in terms of appearance, position, and to match their branding; visitor tracking tools that provide insights into page views, referral sources, and ; and canned responses, which are pre-written replies that agents can quickly insert to speed up common interactions. The software supports over 100 languages for the chat interface and messages, making it accessible for global audiences, and offers dedicated mobile applications for and devices, allowing agents to manage chats on the go with full access to conversation history and notifications. LiveChat primarily targets e-commerce and customer service-oriented businesses seeking to enhance online engagement and support. It powers 24/7 customer support operations for more than 40,000 companies as of 2025, enabling round-the-clock availability without requiring constant human oversight. As a subscription-based software-as-a-service (SaaS) product, LiveChat offers tiered pricing plans starting at $20 per agent per month for the entry-level Starter plan, which includes basic chat features and supports up to one agent, with higher tiers providing additional capabilities like advanced reporting and more agents at increased rates.

ChatBot

ChatBot is a no-code platform developed by Text for creating AI-powered chatbots that automate customer interactions using (NLP) to interpret and respond to user queries. Launched in August 2017, it enables businesses to build conversational agents without programming expertise, focusing on handling routine inquiries to enhance efficiency. The platform features a visual, flow-based builder that allows users to design structured conversation paths, organizing complex bot logic through drag-and-drop elements and multiple branching options. It integrates seamlessly with knowledge bases, enabling bots to retrieve and present relevant articles or information during s to resolve issues autonomously. Additionally, built-in analytics provide customizable reports on key metrics such as , interaction popularity, and user , helping optimize bot performance over time. supports deployment on websites via a customizable and on , allowing multichannel automation for reaching broad audiences. Deployed by thousands of businesses, ChatBot contributes to workload reduction by automating repetitive tasks, with industry benchmarks showing chatbots can decrease agent handling of routine queries by 30–50%. In 2024, the platform evolved with enhanced generative AI capabilities, enabling dynamic, contextually relevant responses beyond predefined scripts to improve interaction naturalness and adaptability.

HelpDesk

HelpDesk is a centralized ticketing developed by Text, designed to manage inquiries across multiple channels in a unified interface. Launched in March 2019 as part of Text's expanding product suite, it functions as a shared inbox that consolidates emails, chats, and messages into organized tickets, enabling support teams to handle communications efficiently without switching between platforms. The platform automates key aspects of ticket management, including assignment based on predefined rules and (SLA) tracking to ensure timely resolutions. This automation reduces manual oversight, allowing agents to focus on complex issues while maintaining compliance with response deadlines. Custom workflows further enhance this by enabling teams to tailor processes, such as routing tickets by priority or customer type, while prevents multiple agents from handling the same ticket simultaneously, minimizing errors and overlaps. Additional features include intuitive reporting dashboards that provide insights into ticket volume, resolution times, and agent performance, helping teams identify bottlenecks and optimize operations. HelpDesk integrates seamlessly with several third-party applications through its , including tools like and , and for additional connectivity, to streamline data flow and enhance productivity across ecosystems. For teams managing high-volume support, HelpDesk improves response times by up to 60% and enables handling 10 times more cases through its scalable architecture, making it particularly suitable for mid-sized enterprises seeking to elevate service efficiency without expanding headcount. HelpDesk includes features such as suggested replies and ticket summaries to accelerate resolutions while maintaining a in support interactions.

Knowledge Base

Knowledge Base is a self-service customer support tool developed by Text, designed for creating, organizing, and publishing help , FAQs, and guides to empower users to find answers independently. The platform features an AI-powered that enables quick and relevant results, facilitating efficient knowledge retrieval without agent intervention. Key features include a template-based article builder that allows users to structure with ease, using customizable templates for consistent formatting across articles. It provides analytics on article views and user engagement to help teams identify popular topics and optimize . Additionally, the tool supports embedding knowledge articles directly into widgets for seamless with other Text products, and offers multilingual support to cater to global audiences. Introduced in 2020 as part of Text's product suite expansion to enhance self-service capabilities, Knowledge Base contributes to reducing support ticket volume by up to 40% for implementing organizations, by deflecting routine inquiries through accessible self-help resources.

OpenWidget

OpenWidget is an embeddable JavaScript widget developed by Text, designed to integrate chat interfaces into websites for enhanced customer communication. Launched in November 2022, it enables users to customize the widget's appearance to align with their branding, including colors, logos, and positioning options such as left or right alignment and adjustable margins from the screen edges. The widget supports seamless integration with Text's for real-time messaging and for automated interactions, allowing businesses to connect these tools without complex setup. It offers flexible display configurations, typically as a floating element on the page, and ensures GDPR-compliant data handling to meet European privacy standards. As a for basic functionality, OpenWidget lowers barriers for small businesses and developers seeking to add interactive elements to sites. Its provides programmatic control for advanced customizations, making it popular among agencies for tailored integrations in client projects. The project maintains an active presence on through related repositories, such as tag templates for Tag Manager, where developers contribute enhancements and share implementations.

Past and Discontinued Products

Text has discontinued several early products to focus on its core offerings. GG Pro was a corporate tool, while Chat Server provided software for moderated rooms. Additionally, chat.io, a widget, was merged into . These discontinuations align with the company's strategy post-rebranding to streamline the portfolio toward AI-enhanced solutions.) The transitions had minimal impact on the customer base, with no significant loss reported, as key features from tools were migrated to active products, ensuring for users.

Technology and Innovation

AI and Automation

Text's core relies on proprietary natural language understanding (NLU) models designed to perform and intelligent query routing across its customer communication platforms. These models process conversational data to detect emotional tones, such as frustration or satisfaction, enabling prioritized handling of urgent interactions, while routing queries to appropriate agents or automated responses based on intent and complexity. In , these capabilities were enhanced through integration of generative , powered by large language models (LLMs), which generate contextually relevant, brand-aligned replies and improve overall response coherence. This enhancement leverages and hybrid search mechanisms to retrieve real-time information, ensuring accurate and personalized . Automation features in Text's ecosystem include predictive response suggestions that anticipate agent needs by analyzing chat history and customer profiles, auto-tagging of conversations for efficient categorization and reporting, and advanced AI agents capable of handling multi-turn dialogues. These AI agents autonomously resolve up to 60% of customer queries without human intervention, using skill automation for background tasks like order lookups or ticket generation, thereby reducing response times and agent workload. For instance, the agents can assess sentiment in real-time to escalate complex issues seamlessly to human support, maintaining high customer satisfaction scores of 89.4% as of late 2025. Such tools are built to scale 24/7 operations, blending automation with human oversight for hybrid efficiency. The development of these AI technologies occurs through dedicated in-house R&D efforts at Text's headquarters in , , where teams of AI researchers and engineers experiment with models trained on vast volumes of anonymized chat data to refine accuracy and adaptability. This approach prioritizes privacy by pseudonymizing user interactions before analysis, aligning with ethical data practices. As a company, Text adheres to data protection regulations such as the General Data Protection Regulation (GDPR). In September 2025, Text announced enhancements to its Copilot , including improved context awareness and natural reply suggestions, along with new features for the Agent such as a dedicated Inbox.

Integrations and

Text's emphasizes seamless connectivity with a wide array of external tools, enabling businesses to integrate customer communication across their tech stacks. The company maintains a robust marketplace featuring over 200 pre-built integrations, covering key categories such as (CRM) systems like and , e-commerce platforms including and , and analytics tools such as . These integrations allow users to synchronize chat data, visitor profiles, and interaction histories without extensive custom development, enhancing operational efficiency for sales, support, and marketing teams. At the core of Text's extensibility is its framework, which provides RESTful designed for custom development and . Developers can leverage software development kits (SDKs) available in , , and to build tailored solutions, while support for webhooks facilitates real-time data synchronization across applications. This framework powers advanced use cases, such as embedding communication widgets like OpenWidget into diverse websites for consistent user experiences. Text fosters a vibrant ecosystem through dedicated programs that encourage collaborations with agencies, resellers, and providers. Certified integrations within this network ensure reliable, plug-and-play data flow, minimizing setup time and reducing the need for custom coding. Partners benefit from co-marketing opportunities and revenue-sharing models, contributing to a growing network that extends Text's reach into various industries. Security remains a cornerstone of all Text integrations, with OAuth 2.0 employed for secure and in API interactions. The platform adheres to SOC 2 compliance standards, encompassing controls for , , , , and , thereby safeguarding data exchanges in environments.

Recognition

Awards and Accolades

Text has garnered significant recognition in the customer service software sector through various industry awards, highlighting its and user-centric approach. These awards are primarily evaluated on criteria such as , , and demonstrated ROI from aggregated user feedback and peer reviews.

Market Position and Metrics

Text holds a prominent position in the live chat software as a service (SaaS) market, competing directly with established players such as and . As a key provider of text-based tools, it serves businesses seeking efficient online communication solutions, with its core product recognized among the top tools for real-time support. Financially, Text demonstrates strong performance with a trailing twelve-month of $91.51 million as of November 2025. The company maintains consistently high net profit margins of approximately 45% in recent periods, reflecting efficient operations and a focus on profitability. Monthly recurring (MRR) reached $7.06 million in September 2025, marking a modest 0.3% year-over-year growth amid a competitive landscape. In terms of customer metrics, Text supports over 40,000 companies across 150 countries, underscoring its global reach. Average revenue per user (ARPU) stands at approximately $177 per month, derived from MRR divided by subscriber base, supporting scalable growth. While specific retention rates are not publicly detailed, the company's recurring revenue model indicates strong customer loyalty, with high margins suggesting low churn. Text's competitive edge lies in its high profitability and founder-led structure, which allows for agile decision-making without heavy reliance on funding, differentiating it from many VC-backed rivals in the space. This approach has enabled consistent cash generation and dividends, positioning the company favorably for sustained market leadership.

Corporate Social Responsibility

Community and Educational Initiatives

Text has hosted Hack&Talk conferences in , including editions in 2015, 2017, and 2018, for networking and collaboration on chat technology innovations. These events feature hackathons and discussions to exchange ideas and develop solutions, with the fourth edition in 2018 expanding to cover innovative communication topics alongside core tools. To support in , Text offers free webinars and tutorials focused on best practices, such as integrating agents for efficient support workflows. For instance, a 2024 webinar detailed the implementation of in Text's product suite to automate customer interactions. These resources aim to equip businesses and professionals with practical knowledge for enhancing online communication strategies. Text contributes to the open-source community by maintaining repositories related to OpenWidget, including a Google Tag Manager template that enables seamless integration for developers. This encourages the creation of custom plugins and extensions, fostering broader ecosystem development around website engagement tools. Through the Text Incubator program, the company provides mentorship and partnership opportunities to early-stage startups, assisting them in building and scaling text-based communication applications. Launched to transform online interactions, the initiative connects founders with Text's expertise to accelerate product development and market access.

Sustainability Efforts

Text's supply chain includes partnerships with cloud providers such as AWS, which hold certifications for usage and low-carbon operations. These efforts reflect Text's integration of into its core business strategy, particularly in responsible development following its recent expansion into AI-driven customer service tools.

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