LivePerson Conversation Cloud (LiveEngage) vs. Simplify360

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

To talk directly to the Simplify 360 management and take a call post that. One of the key aspects of investing in any enterprise software is how easy the implementation is and how much support that a company can get in the early implementation process. We have had a quick ramp up learning the tool and had constant interactions with the team at Simplify to better understand and manage issues or get questions answered

• 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

• BeFirst publishes to multiple social channels for clients. The publishing module makes publishing very easy and effective.
• Workflow allows our team to handle customer service requests and brand management issues very quickly to maintain a company's reputation.
• The ease of set up in the listening module, makes brand reputation very effective.
• The platform does offer platform provide sentiment analysis, and it works great. The team has found that is very easy to keep up conversations and answer customer for clients or forward the infomation to said client.

• 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

• I will like to see some improvement in the intuitiveness of the system. There are some great features hidden behind the curtains.

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

We have a great relationship with the Simplify team and anyone in our team is able to reach out to them and get answers to questions is a wonderful benefit of working with them. Also we have collaborated with the team to enhance the product, which again is a very welcome gesture from a company that sells a product that helps enterprises listen in to people and support them.

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

In side by side analysis, Simplify 360 was much easier to set up teams, work flow and the brand monitoring was quite a bit more accurate

• 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

• Reduction of weekly and monthly report building time by over 70%
• Lead generation increased by over 30%.
• Online brand negativity neutralized by over 80%.