Skip to main content
TrustRadius
LivePerson Conversation Cloud (LiveEngage)

LivePerson Conversation Cloud (LiveEngage)

Overview

What is LivePerson Conversation Cloud (LiveEngage)?

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.

Read more

Learn from top reviewers

LiveEngage is great for analytics and ease of visual design.

Rating: 8 out of 10
March 9, 2021
IncentivizedVetted ReviewVerified User
LivePerson LiveEngage is used for chat / messaging conversations by all of our front end agents handling customer interactions. It allows us to target the visitors we want, an...
Continue reading
Verified user
Manager
LivePerson Conversation Cloud (LiveEngage)1 year of experience

LiveEngage does everything I need well!

Rating: 9 out of 10
May 14, 2018
IncentivizedVetted ReviewVerified User
Our organization uses LiveEngage to provide a chat channel for both pre-sales questions on our customer facing website and for chat-based tech support for current customers. O...
Continue reading
Verified user
Representative
LivePerson Conversation Cloud (LiveEngage)1 year of experience

Using LiveEngage

Rating: 9 out of 10
January 8, 2018
IncentivizedVetted ReviewVerified User
LiveEngage was used to provide support in a variety of ways through messaging in multiple interfaces to clients of the company. By providing support using Facebook, SMS Messag...
Continue reading
Willy Bernardo
Engineer - Engineering
Senior Operations Manager
Conduent
LivePerson Conversation Cloud (LiveEngage)2 years of experience

LivePerson Review

Rating: 7 out of 10
September 21, 2017
IncentivizedVetted ReviewVerified User
LivePerson was used as a customer facing chat platform for the whole organization before it was replaced with a native developed software. It addressed multiple business issue...
Continue reading
Troy Kurek
Former Employee - Customer Service
MobileMe Technical Support
Sprint
LivePerson Conversation Cloud (LiveEngage)2 years of experience

Quite Alive

Rating: 10 out of 10
May 27, 2016
IncentivizedVetted ReviewVerified User
The application is being used by our sales and technical support departments to keep call overhead low and maintain flexibility in communication.
Continue reading
Shawn Bennett
Account Manager - Sales
Senior Account Executive
Codero Hosting
LivePerson Conversation Cloud (LiveEngage)1 year of experience
Log in with LinkedIn to see content from your network
Return to navigation

Pricing

View all pricing
LivePerson Conversation Cloud (LiveEngage)

LivePerson Conversation Cloud (LiveEngage)

N/A
Unavailable

What is LivePerson Conversation Cloud (LiveEngage)?

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.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Would you like us to let the vendor know that you want pricing?

25 people also want pricing

Alternatives Pricing

Twilio

Twilio

Free
What is Twilio?

Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.

Jotform

Jotform

Free
What is Jotform?

Jotform Enterprise is a digital workspace productivity tool that provides a platform for organizations. The aim of Jotform Enterprise is to give companies an easy-to-navigate tool that makes reaching out to customers, collaborating with coworkers, and collecting e-signatures and data a more…

Return to navigation

Product Details

What is LivePerson Conversation Cloud (LiveEngage)?

LivePerson Conversation Cloud (LiveEngage) Competitors

LivePerson Conversation Cloud (LiveEngage) Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

Olark, Userlike, and eAssistance Pro (discontinued) are common alternatives for LivePerson Conversation Cloud (LiveEngage).

The most common users of LivePerson Conversation Cloud (LiveEngage) are from Mid-sized Companies (51-1,000 employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews From Top Reviewers

View all reviews
(1-5 of 12)

LivePerson Chat does not just talk the talk...it delivers!

Rating: 10 out of 10
Incentivized
June 07, 2014
TD
Tracy Dziekonski
Human Resources/Lead Trainer
HR Remedy, LLC (Human Resources, 501-1000 employees)
Vetted Review
Verified User
LivePerson Conversation Cloud (LiveEngage)
3 years of experience
Use Cases and Deployment Scope
We used LivePerson in our call center at a Global IT hosting company. We had transitioned from a previous tool that was not as dynamic as LivePerson. We also implemented it for our inbound sales team to more accurately track customer needs and interest. It really assisted both groups in gaining insight to what the customer needed prior to even speaking to the customer. It was very effective from a training perspective to assist in coaching sessions on missed opportunities.
Pros
  • It really was very easy to target which group received calls and enabled us to easily manage or service levels. Other tools were not as easy to use.
  • The reporting features easily identified areas of improvement that were utilized in coaching sessions and training sessions.
  • The Live chat monitor feature allowed issues to be proactively addressed and avoided potential lost sales.
  • The co-browsing functionality is a true time saver when assisting customers navigate the site.
Cons
  • With every new software with robust features, there is a learning curve to get the end users up to speed.
Likelihood to Recommend
I think any corporation who receives inbound calls from customers and has a website would benefit greatly from this tool.

LiveEngage does everything I need well!

Rating: 9 out of 10
Incentivized
May 14, 2018
Verified User
Representative in Sales
Computer Software Company, 201-500 employees
Vetted Review
Verified User
LivePerson Conversation Cloud (LiveEngage)
1 year of experience
Use Cases and Deployment Scope
Our organization uses LiveEngage to provide a chat channel for both pre-sales questions on our customer facing website and for chat-based tech support for current customers. Our activity on the chat logs and time to resolution are measurable by our managers and if a chat comes via the wrong channel (i.e. a current customer asking the pre-sales chat about a technical question) it's seamless to transfer a chat over to the correct agent. We are also able to see where each client has been browsing prior to initiating a chat.
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.
Cons
  • Sometimes it's simple to a fault. We often can't find our way back to information we're looking for, or a previous chat, once you've navigated to certain parts of the platform.
Likelihood to Recommend
I can't say where it isn't well-suited, which is the reason for saying only 9 out of 10. But for a pre-sales chat window or (to my knowledge) a tech support chat window, LiveEngage appears completely functionally up to the challenge while being easy to learn.

LivePerson Works!

Rating: 9 out of 10
Incentivized
June 04, 2014
RF
Rich Fahey
Retail Manager
Backcountry.com (Retail, 501-1000 employees)
Vetted Review
Verified User
LivePerson Conversation Cloud (LiveEngage)
6 years of experience
Use Cases and Deployment Scope
It is primarily used by our customer solutions department for both chat and email. The main problems are reporting some data from LivePerson, and reliance on the program for business needs. For example, if LivePerson goes down, we miss out on contacts for that period of time.
Pros
  • Intuitive for users and new employees
  • Some features, such as canned responses, hyperlinks, etc., making reps' jobs easier and a better customer experience.
  • Saves most previous chats from same IP address, so it's possible to view older chats to recover information.
  • Post chat surveys provide easy/clear feedback for managers on exceptional or poor chats.
Cons
  • Easier integration with other programs to report on all metrics.
  • Instability during certain updates with faster resolution times. There have been key days where LP has gone down and it's out of our control. These are a huge hit to our business, so I think scheduling updates as lower volume times, or more stability would be key in keeping customers happy.
  • Make it more like a CRM tool. This might already exist, but if it could save even more customer information, geography, previous order numbers, etc. it would be easier to have a personal connection with the customer.
Likelihood to Recommend
If your chats are normally basic, the QA element of LivePerson is great. If you want to create a personalized, 1:1 experience with the customer, it could be better. I know LivePerson and a larger CRM tool are different, but being able to incorporate more information about the customer into the basic LivePerson chat program would be awesome in taking that experience to the next level. Things like where the customer is located, current weather there, previous purchases through your company, etc.

Liverperson Insights

Rating: 8 out of 10
June 09, 2014
Verified User
Analyst in Customer Service
Internet Company, 51-200 employees
Vetted Review
Verified User
LivePerson Conversation Cloud (LiveEngage)
1 year of experience
Use Cases and Deployment Scope
We are using Liveperson Insights to analyze our chats to better our service, and find areas in which we can improve.
Pros
  • Trend lines
  • Full chat transcripts
  • Easy to find improvements for your company
Cons
  • Hard to filter results sometimes
  • Learning curve
  • Program is slow when there is a lot of data
Likelihood to Recommend
This is more suited towards companies with a lot of chat and data.

Salesforce took over our Liveperson

Rating: 8 out of 10
Incentivized
June 11, 2014
Verified User
Supervisor in Customer Service
Apparel & Fashion Company, 201-500 employees
Vetted Review
Verified User
LivePerson Conversation Cloud (LiveEngage)
3 years of experience
Use Cases and Deployment Scope
LivePerson was being used as a Customer Service live chat service. Overall great experience using it as it allowed the Customer Service Representatives to chat with up to 4 people concurrently. We are now using Salesforce which has a built in chat feature.
Pros
  • Liveperson allowed us to chat with up to 4 customers concurrently
  • Liveperson provided customer's inputted information -- name, order #, country where the customer is contacting us from
  • Liveperson saved transcripts including time/date stamps
  • Liveperson was user friendly and easy to train people on
Cons
  • The system "appeared" outdated
  • Reporting was a little difficult to figure out
  • Allowing users to chat with up to 6 people would be great
Likelihood to Recommend
LivePerson would be great for a startup company or an E-Commerce business that is just launching its online chat customer service platform.
Return to navigation