Case Study: LiveChat achieves 100 ms query speeds and instant indexing with Elastic (Elasticsearch)

LiveChat Increasing positive customer service interactions

LiveChat is an online chat platform used by over 6,000 customers worldwide, from small businesses to enterprises like Samsung and Adobe. Faced with searching and updating a 460 million–document archive that handled 3.6 million queries and 70 million indexing ops per day, their MySQL-based system was too slow—searches and updates took hours and caused service failures.

LiveChat moved to Elasticsearch as its sole datastore, using full-text search, faceting and per-client aliases to deliver instant access to archives and statistics. The result: query latency dropped from ~2 seconds to ~100 ms, updates and indexing became near-real-time instead of hours, and the platform gained the reliability and easy scalability needed to support growing data and traffic.

LiveChat

Marcin Dojwa

Server Developer