ApexChat vs. LivePerson Conversation Cloud (LiveEngage)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ApexChat
Score 5.7 out of 10
N/A
ApexChat is a live chat tool from the company of the same name in Pleasonton, California.N/A
LivePerson Conversation Cloud (LiveEngage)
Score 8.4 out of 10
N/A
LivePerson headquartered in New York offers solutions for AI-guided live chat and conversational messaging, with the Conversation Cloud (formerly LiveEngage), supporting sales and service teams with answering questions across all popular messaging channels.N/A
Pricing
ApexChatLivePerson Conversation Cloud (LiveEngage)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
ApexChatLivePerson Conversation Cloud (LiveEngage)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ApexChatLivePerson Conversation Cloud (LiveEngage)
Considered Both Products
ApexChat
Chose ApexChat
LivePerson LiveEngage (LP) is a popular option that I used for about six months before switching to ApexChat. LP's implementation team was terrible. They were checking boxes, not fixing issues. The AI/ bot tech in messenger lost us business. Our lead numbers dropped by 50% and …
LivePerson Conversation Cloud (LiveEngage)

No answer on this topic

Top Pros
Top Cons
Best Alternatives
ApexChatLivePerson Conversation Cloud (LiveEngage)
Small Businesses
Gist
Gist
Score 9.6 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Conversica
Conversica
Score 9.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ApexChatLivePerson Conversation Cloud (LiveEngage)
Likelihood to Recommend
7.6
(2 ratings)
8.0
(14 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(10 ratings)
User Testimonials
ApexChatLivePerson Conversation Cloud (LiveEngage)
Likelihood to Recommend
ApexChat
For small businesses on a small budget, [ApexChat] gets the job done, but it is a barebones system. Not the best enterprise solution.
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LivePerson
Liveperson LiveEngage is good for larger deployments with lots of agents, and where the rollout plan is broad with respect to the visitors who you will be targeting. It allows you to manipulate more of the data for reporting than many other platforms. The premium cost and some drawbacks with configuring smaller groups might make it lose some appeal for smaller companies or deployments.
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Pros
ApexChat
  • Great chat box designs on website.
  • Great backend support.
  • Multi-language options.
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LivePerson
  • The login and interface are near flawless (for what I need). Each of our chat reps has learned how to use it within minutes. Procedure on how to answer certain questions etc., are the only trouble we have, but LiveEngage actually helps with that by storing easily accessible pre-made responses to help guide you or just to paste in directly.
  • Visibility into the context of a customer's question is very helpful. Before I open a chat window, I know exactly what a customer has been browsing prior to asking, and I can usually gather a context from the pre-chat question window. Functionally, it does everything I need it to. Though I don't spend much time in the platform.
  • There haven't been glitches that I remember or have heard of from other reps. The chats usually continue uninterrupted for the duration. Also, you can copy and paste the log pretty easily if necessary.
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Cons
ApexChat
  • Updated UI
  • Additional reporting options
  • Greater flexibility in chat widget appearance and size
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LivePerson
  • Is my understanding that they have their majority of support between US and Israel, which is great however the timeframe to get a response depending on the issue may take longer than expected.
  • Their dev support can take some getting used to, some issues that are not supported by their regular tech support is within Dev and you will be redirected to their website.
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Likelihood to Renew
ApexChat
No answers on this topic
LivePerson
LivePerson has been a great tool for our company and everything is customized. We can customize everything from the canned responses, operator surveys, and customer surveys. We receive a lot of positive information from our customers; and to be able to provide technical support of the website as well as status information for already placed orders is awesome
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Alternatives Considered
ApexChat
ApexChat is good if you want to outsource your website chat. If you want to keep things in-house and have an employee manage it, we prefer SalesIQ.
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LivePerson
Desk.com allows us to bring all of our support tools together into one management system. It does not have all the features that LivePerson has for support but it has all the features we need. It also gives us an easier path to self-service and gives our user more direct access to all the channels they need
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Return on Investment
ApexChat
  • Increased lead flow
  • Chat conversion improved
  • Not scalable due to lack of features
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LivePerson
  • Without giving away numbers, I know it has been a huge tool for our customer solutions department. Conversion isn't as high as compared to phones, but in terms of providing customers with quick information (shipping prices/times, trade restrictions, order status, etc.) it's huge.
  • Increased employee efficiency is a huge one. The capability of taking 3 chats at a time allows each Rep to be way more efficient than on phones alone.
  • Giving the customer the choice to call in, chat or email is huge. LP combines chat and email into one intuitive program so, again, it increases efficiencies for our team and allows them to provide better customer service.
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ScreenShots