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.
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Loom
Score 9.2 out of 10
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Loom is a screen recorder for Chrome, Mac, Windows, and iOS from the company of the same name in San Francisco, presented as quick to install, easy to use, and boasting a functional free edition.
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.
Loom is a must, I am not sure how many other tools like this one there are but Loom really becomes a key player in a team collaboration, specially if that team collaborates remotely or internationally. You can use the video links to embedded these in other places or downloadthem for editing
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.
Loom is valuable for creating video tutorials and onboarding materials.
It allows trainers to record step-by-step instructions, share best practices, and provide visual demonstrations, facilitating the learning process for new employees or team members.
Sales teams can create personalized video pitches or product demonstrations to engage prospects effectively.
Collaborating between timezones and replacing meetings/ emails with quick videos.
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.
The still screenshot feature should let us edit/mark up the images.
I work on 3 X monitors and the desktop version of Loom still can't seem to know that I always want to record on the screen from which I open the app. Short of that, it should ask us what screen we want to record on instead of making us catch the fact that it's set to record on some other screen. This causes me to have to stop the recording and restart because it was recording the wrong screen.
You can't yet transfer a video seamlessly between workspaces. This causes you to have to download and then re-upload to the other workspace if you happen to work for numerous companies using Loom.
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
It's dirt easy for the one thing it does exceptionally well. If you think, "hmmm, I should make a quick screen capture of this thing on screen, you can start recording in seconds with almost no additional effort." Once you're done, the recording is automatically uploaded to your account site, and automatically creates a URL you can copy and share with your target audience. From IDEA to EXECUTION to DISTRIBUTION is literally seconds.
Loom is one of my favorite solutions and I've been a raving fan since they first launched. The value of quickly sharing videos in seconds is amazing. Our customers love it so much that they have even downloaded the Loom Chrome extension for their own use with their clients! It's so simple, and nothing else compares or competes.
I use Loom for simple tasks. Never used customer support really. It's so simple to use. I haven't had any real issue with Loom which would require customer support to help me out. So I just put 5 because I don't know if the customer support is good or bad since I never used, so I'm kind of neutral.
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
When we evaluated the alternatives, Loom was by far the most advanced tool, with multiple types of integrations. Additionally, Loom also provided a Free plan, which made it easy to consider as an alternative. Vidyard and similar tools integrated better with certain other tools (Vidyard + HubSpot), but Loom had better overall integrations with most tools we use.
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.
Loom has increased my efficiency and value to clients so much. I save a ton of time by being able to send them video recordings walking through their website rough drafts and final tutorials.
Loom is incredibly affordable. I am satisfied with their subscription cost.
Loom has helped me communicate clearly to clients, so there's less room for error/misunderstanding (especially when talking about design decisions).
