LivePerson Conversation Cloud (LiveEngage) vs. Smart Communications SmartCOMM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
LivePerson Conversation Cloud (LiveEngage)
Score 8.7 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
SmartCOMM
Score 8.7 out of 10
N/A
Smart Communications in London (an offshoot from Thunderhead) offers customer communications technology. Smart Communications flagship product is designed to help the user drive accurate, personalized customer conversations with their customers. The vendor states SmartCOMM helps businesses become more efficient internally, more compliant with regulators, and more relevant to customers.N/A
Pricing
LivePerson Conversation Cloud (LiveEngage)Smart Communications SmartCOMM
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
LivePerson Conversation Cloud (LiveEngage)SmartCOMM
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
LivePerson Conversation Cloud (LiveEngage)Smart Communications SmartCOMM
Top Pros

No answers on this topic

Top Cons
Best Alternatives
LivePerson Conversation Cloud (LiveEngage)Smart Communications SmartCOMM
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All AlternativesView all alternativesView all alternatives
User Ratings
LivePerson Conversation Cloud (LiveEngage)Smart Communications SmartCOMM
Likelihood to Recommend
8.0
(14 ratings)
9.0
(2 ratings)
Likelihood to Renew
10.0
(10 ratings)
-
(0 ratings)
User Testimonials
LivePerson Conversation Cloud (LiveEngage)Smart Communications SmartCOMM
Likelihood to Recommend
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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Smart Communications
It is well suited for creating templates on the fly. This is not suitable for handling very high volume printing for which Exstream is more suitable.
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Pros
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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Smart Communications
  • Template
  • Data processing
  • Output delivery
  • SMS delivery
  • Ada compliance
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Cons
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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Smart Communications
  • Price
  • Licensing is bit complicated
  • Frequent upgrades
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Likelihood to Renew
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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Smart Communications
No answers on this topic
Alternatives Considered
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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Smart Communications
Much better cloud adaptation. Migration capabilities of SmartCOMM, its portability, and ease of implementation.
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Return on Investment
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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Smart Communications
  • Migration ease
  • Latest features
  • Cloud readiness
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ScreenShots