Likelihood to Recommend 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.
Read full review If you are facing issues of agents not being able to respond to queries, which is usually faced with our tools, Zoho SalesIQ is probably the best choice as the default notification is very loud and clear hence makes sure that no chat query is left unattended. The desktop application of Zoho SalesIQ for Windows, Linux, and MAC OS is a superb feature not offered by many other chat applications. The geographical locations of website visitors are sometimes not very accurate hence it is advised not to always rely on it and better reconfirm it from the lead.
Read full review Pros 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. Read full review It has helped us increase our revenues by a significant margin over the last few years. Technical help is quite quick to respond. UI that is convenient and practical. It's simple to use and understand. We value being able to see how users arrive at our site. Zoho SalesIQ has a fantastic live chat feature that includes a notification, monitoring and reporting system. Read full review Cons 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. Read full review Overall it's a very simple tool that doesn't offer a lot of complexity or expanded tools Even though it's all in the Zoho family, it doesn't work seemlessly with CRM or other Zoho products Not always the best at identifying similar users across different browsers, devices, etc Read full review Likelihood to Renew 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
Read full review Alternatives Considered 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
Read full review Tawk to was nice but it was missing a lot of features that Zoho SalesIQ has. And a massively important advantage that SalesIQ had was that it integrated with other Zoho apps that we already used. The pricing of Zoho SalesIQ was also very attractive, we felt that it offered a great bang for our buck.
Read full review Return on Investment 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. Read full review We interact with about 50 visitors a month and it's great when we can see the full picture, to see and interact based on whether they are a new contact or a long-time customer. Capturing new website visitors at the time that they have a question about your product is important. Missing chats can be frustrating. Read full review ScreenShots