LivePerson Conversation Cloud (LiveEngage) vs. tawk.to

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
tawk.to
Score 8.0 out of 10
N/A
Tawk.to headquartered in Las Vegas offers a live chat tool, allowing users to monitor and chat with the visitors on a website, within a mobile app or from a customizable chat page.N/A
Pricing
LivePerson Conversation Cloud (LiveEngage)tawk.to
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
LivePerson Conversation Cloud (LiveEngage)tawk.to
Free Trial
NoNo
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
LivePerson Conversation Cloud (LiveEngage)tawk.to
Top Pros
Top Cons
Best Alternatives
LivePerson Conversation Cloud (LiveEngage)tawk.to
Small Businesses
Simplify360
Simplify360
Score 7.9 out of 10
Gist
Gist
Score 9.6 out of 10
Medium-sized Companies
SAP Service Cloud
SAP Service Cloud
Score 9.2 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 9.2 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
LivePerson Conversation Cloud (LiveEngage)tawk.to
Likelihood to Recommend
8.0
(14 ratings)
8.4
(4 ratings)
Likelihood to Renew
10.0
(10 ratings)
-
(0 ratings)
User Testimonials
LivePerson Conversation Cloud (LiveEngage)tawk.to
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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tawk.to
We have been able to increase our "real world" presence on our website, providing users with support and sales guidance when they need it the most – when they have a question. It provides the extension for free. Furthermore, tawk.to provides tracking solutions for your website, allowing you to see how many visitors visited your site and how long they stayed. You can also see which locations follow your webpage. The low-footprint, web-based solution is simple to install and use (in most cases), and it provides insight into the effectiveness of our web pages and sites.
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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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tawk.to
  • Live Chat
  • Knowledge base / Ticket system
  • Internal Communication with team
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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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tawk.to
  • It would be great to be able to quickly access pre-prepared responses directly from tawk.to.
  • It would be great to be able to link directly to email so you can send templates to contacts.
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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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tawk.to
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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tawk.to
tawk.to offers free basic live chat with no restrictions. I mean, before you go straight to Intercom, try tawk.to first. Sure, other platforms have a better feature set and more customization options, but all of them seem prohibitively expensive for a small business, especially when most aren't even sure if live chat is for them in the first place. tawk.to is a good platform for figuring that out. tawk.to provides me with exactly what I require, with no hassles and plenty of power. There has never been a problem with uptime or service.
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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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tawk.to
  • Engaging with customers directly with live chat.
  • Gather customer data for live chat support.
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ScreenShots