HelpCrunch vs. LivePerson Conversation Cloud (LiveEngage)

Pros: - It is very easy to deploy out of the box. - Has good integration with most large scale platform and Operating Systems. Cons: - Because it is SaaS based, the used cases are very specific.

Incentivized

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.

Incentivized

• Fastest time to market - set up the application fast and easy.
• The tags, filters, automated messaging and pop-ups are the best way to keep the potential customers engaged and achieve higher productivity.
• Coolest dashboard where I can find all tabs, data, analytics, and insights to make better decisions and provide ultimate customer experience.

• 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.

Incentivized

• Not found any so far

• 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.

Incentivized

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

Incentivized

Always available, very knowledgeable, faster resolution.

HelpCrunch is more affordable than other alternatives on the market and offers better customer support.

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

Incentivized

• Great price point.
• Effective self service platform.
• Good alerting solution.

Incentivized

• 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.

Incentivized