Likelihood to Recommend
Doesn't really matter your website or the platform you want to use for both your visitors or your agents. LiveEngage has the best option for you. Do you want to provide an app so that you can have people working from home? LiveEngage has the option. Even the ability to develop your own solution is provided with their SDK.
- LivePerson allows the customer service representatives to view what the customer is seeing on their screen. That allows the CSR's to have a better idea of where the confusion is coming from and how to best address and fix the problem.
- LivePerson allows the customer service representatives to multitask. We are able to have multiple chats at one time so that means we can be more productive and help more customers. In addition, this gives customers shorter wait times and keeps our phone calls from being overloaded.
- I would like to see LivePerson improve in the area of displaying current page views. While sometimes this is accurate, it is not. It would definitely be a plus to have this functionality a consistent feature.
- LivePerson does have problems with browsers. While this is only typically for Chrome or Safari, it does present problems (typically when a browser update comes out). We have also encountered problems with LivePerson not displaying correctly when on a mobile device as well.
Likelihood to Renew
Based on 10 answers
LivePerson is allowing us to generate significant revenue that we might not have been in the position to earn otherwise. It is a core way that a few of our employees conduct their days and we haven't had many problems with the solution. If it's up to me, we'll have LivePerson around.
In comparison with others, LiveEngage was better at meeting our requirements, they were able to pretty much listen to our needs and have one of their sales manager craft the best solutions to what we needed. I felt more comfortable and the support received, It gave me more freedom by having the ability to run my own APIs with the ones from the company, talking about customization, the freedom I have is unparalleled
Return on Investment
- Employees and prospects now have another way to engage each other. Employees have been able to generate more leads faster, significantly increasing employee efficiency.
- Customer Service was impacted positively. We frequently receive comments like "that was easy."
- A few larger deals have come in that were directly sourced from LivePerson. One was almost $500K and another was $170K.
Premium Consulting/Integration Services—
Entry-level set up fee?