The Wroclaw company behind LiveChat quietly turned customer support into a high-margin software business - and then bet the whole brand on the word "Text."
In 2023, a company whose name was literally a description of its product did something that sounds like a dare. LiveChat Software - the maker of the little chat bubble in the corner of tens of thousands of websites - stopped calling itself LiveChat. It renamed the whole business "Text." No adjective, no suffix, no clever spelling. Just the plainest possible word for what happens when two people type at each other.
The move only reads as reckless if you assume the company was chasing attention. It was not. Text, based in Wroclaw, Poland, is one of the least theatrical software companies you will find: profitable since long before that was fashionable, listed on the Warsaw Stock Exchange, and run by the same founder who wrote early code for it in 2002. The rename was not a stunt. It was a company outgrowing the box its name had put it in.
Text builds software that helps businesses talk to their customers through text - live chat, chatbots, ticketing, and self-service help centers. If you have ever clicked a chat widget on an online store and had someone (or something) answer within seconds, there is a real chance the plumbing behind it came from Wroclaw.
The flagship product is still LiveChat, a real-time messaging tool that sits on a website and connects visitors to agents. Around it, the company has assembled a suite: ChatBot for no-code automated conversations, HelpDesk for turning messages into trackable tickets, KnowledgeBase for self-service answers, and OpenWidget, a free widget that acts as a doorway into everything else. The newest layer is simply called Text - an AI-forward platform that stitches the pieces together and opens them to outside developers through an API and marketplace.
Text says more than 30,000 businesses in over 150 countries pay for its products, with roughly 114,000 individual paid users signing in to do the work. The customer list runs from solo ecommerce merchants to names that need no introduction - Adobe, PayPal, Best Buy, AirAsia, Huawei, and Sephora among them.
* company-reported monthly visits across sites running its widgets.
What ties that range together is a common problem: businesses have far more inbound conversations than they can staff for, and most of those conversations are treated as a cost to be minimized. Text's pitch flips that assumption on its head.
Most companies bolt a chat window onto their site, staff it defensively, and measure it by how quickly tickets close. Text argues that this misreads what is actually happening. The person asking "does this come in size 9?" is not a support cost. They are a buyer with their wallet half-open. Handle the question well and you may close a sale; handle it slowly and you lose one.
So the company builds for two outcomes at once: deflect the routine questions with automation, and route the high-intent ones to a human who can actually sell. The results it points to are concrete. A merchant at Wembley reportedly booked $1.5 million in revenue through chat over eight months. Sephora saw average order value climb about 25 percent. On the automation side, some deployments resolve roughly 80 percent of incoming questions with AI before a person is ever needed.
Here is where Text stops looking like a typical software story. It makes money the old-fashioned way, and a lot of it. Recurring subscriptions across the suite generate around $89.5 million in annual recurring revenue as of mid-2026. Margins are the headline: gross margin in the high-60s, net profit margin that has run in the mid-30s to mid-40s percent range. And the company has paid a dividend every year for 14 years running - a sentence you rarely get to write about a SaaS business.
The business model has a quiet cleverness to it. OpenWidget is free, and that is the point - it plants Text on a website at no cost, then makes the paid upgrade to LiveChat, ChatBot, or HelpDesk feel like a natural next step. It is land-and-expand, executed patiently for two decades rather than sprinted through in a funding cycle.
Text plays in a crowded field. Intercom and Zendesk are the household names; Freshworks, Tidio, Gorgias, Drift, and Salesforce's Service Cloud all fish in the same waters. What separates Text is less a single feature than a posture. Where many rivals raised enormous rounds and chased growth at any cost, Text stayed profitable, stayed public on a European exchange, and kept its product line narrow enough to run without drama.
Its second distinguishing bet is openness. The Text Platform ships public APIs, SDKs, and a marketplace, inviting outside developers to build on top rather than keeping everything walled in. For a company its size, treating the product as an ecosystem rather than a closed app is a deliberate wager on being the layer other tools plug into.
The company was started in Wroclaw in 2002 by Mariusz Cieply and two co-founders, Maciej Jarzebowski and Jakub Sitarz. Cieply began as a developer, moved through project management, and has run the business as CEO for well over a decade. A management buyout in 2011 handed the founding team majority control; the IPO followed in 2014, and the company later joined Poland's WIG30 index.
The team - somewhere around 268 to 300 people, plus a US office in Boston - describes itself in maker's terms: engineers, designers, and support specialists who treat customer service as a craft with 20-plus years of accumulated practice behind it. That long institutional memory is part of the sell. Text is not new to the problem it is now wrapping in AI.
Which brings the story back to the name. Calling the company "Text" was a way of shedding a category. "LiveChat" described a widget; "Text" describes a medium - every typed exchange between a business and the people who buy from it. That is a much larger box to grow into, and it is the one Text has decided to stand in.