Likelihood to Recommend DotDigital has a drag-and-drop email builder and many good templates. Using automation, I was able to send out emails with ease. During the onboarding process, you will also be able to speak with real people. We use it to create modern and engaging emails for customers, whether abandoned cart or post-purchase. It has excellent reporting modules, but it lacks a few fundamentals, which can be frustrating. As a whole, the partnership has been a success so far.
Read full review 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.
Read full review Pros Easy access to and use of segment data. Easy drag-and-drop email builder with tons of templates. It's a powerful, cost-effective email platform with many features. Read full review 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. Read full review Cons Improved email results reporting are needed. Learning the system and planning campaigns can take time. It had issues integrating Google Analytics and lacked transactional email metrics. Read full review 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. Read full review Likelihood to Renew 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
Read full review Alternatives Considered DotDigital's platform is simple to use for essential email marketing campaigns. Setting up Programs (action-driven automation) is simple. It gives you the ability to design stunning campaigns with a wide range of customizability. To better understand our customer base, it analyzes each email sent out. In every situation, the support team has been responsive and helpful.
Read full review 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
Read full review Return on Investment Easy to use tool for creating modern customer emails. It's a huge step forward for our email services for customers. It can deal with a wide range of clients and sophisticated programs. Read full review 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. Read full review ScreenShots