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LiveEngage has been utilized by various companies to enhance their customer support capabilities across multiple interfaces, including …
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.
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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.
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What is LivePerson Conversation Cloud (LiveEngage)?
LivePerson Conversation Cloud (LiveEngage) Competitors
LivePerson Conversation Cloud (LiveEngage) Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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).
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Reviews and Ratings
(33)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
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LiveEngage has been utilized by various companies to enhance their customer support capabilities across multiple interfaces, including Facebook, SMS Messaging, Web Messaging, and mobile apps. Customers have found value in using LiveEngage to conveniently reach out to companies for a range of needs, such as sales inquiries, technical support, and general customer support. One notable benefit of LiveEngage is its ability to provide assistance during regular business hours as well as after-hours, allowing customers to connect with representatives without having to endure long wait times on the phone.
Primarily used by customer service departments, LiveEngage has proven effective in addressing customer confusion on websites and following up on orders. It has also been adopted by a few individuals in the marketing department as a lead generation tool, offering website visitors the option to engage in real-time chats with company representatives. By leveraging LiveEngage's chat functionality, organizations are able to cater to customers who prefer messaging over phone calls, thereby reducing call overhead while maintaining flexibility in communication. Furthermore, businesses have utilized LiveEngage as a customer-facing chat platform to address issues like high call volumes and the ability to handle multiple chats simultaneously.
In addition to serving as a valuable resource for customer engagement, LiveEngage has also found application in call center settings by providing powerful insights into customer needs and interests. This has led to more effective coaching sessions and increased sales. Regardless of their size, businesses have recognized LiveEngage's potential for improving customer experience and driving revenue growth. The software is particularly helpful in managing chat-based support traffic by enabling organizations to scale their chat support channel and effectively handle high volumes of support requests. Managers can derive measurable data from LiveEngage that aids decision-making processes and facilitates seamless transfer of chats between agents.
As an increasing number of customers prefer online chat services over traditional methods of communication, LiveEngage has become a valuable channel for providing exceptional customer service experiences.
Versatility and Customization: Many users have praised LiveEngage for its versatility as a tool for tracking sales, visits, and conversions. Some reviewers have mentioned that it also allows for the development of custom tools to suit specific needs.
Facebook Messaging Support: A significant number of users appreciate LiveEngage's interface that enables messaging support through Facebook. This feature allows businesses to reach a wider audience and engage with customers on a popular social media platform.
Integration with IBM Watson: Several users consider LiveEngage to be the best option for messaging BOT operations due to its partnership with IBM Watson. This integration enhances the capabilities of LiveEngage in providing efficient and effective customer service solutions.
Long Response Time for Customer Support: Some users have expressed frustration with the lengthy timeframe it takes to receive a response from LivePerson's customer support team. This delay can be problematic as users may need immediate assistance to resolve issues or technical difficulties.
Difficult Dev Support and Limited Tech Support: Several reviewers have mentioned that they found LivePerson's dev support challenging to adapt to. Furthermore, some users have experienced situations where their specific issues were not adequately addressed by the regular tech support team and required redirection to the website for further assistance.
Inaccurate Page Views Display: A common concern raised by users is the questionable accuracy of LivePerson's feature that displays current page views. Some customers feel that this feature needs improvement in order to provide reliable data on visitor activity.
Attribute Ratings
Reviews
(1-14 of 14)Companies can't remove reviews or game the system. Here's why
- Positive - Allowed us to delve into the Bot world.
- Positive - Allowed us to build the reporting that we wanted for our specific use case.
- Positive - Enabled us to more easily alter our chat invitations without needing a dedicated resource on the creative side.
- Negative - Licensing structure causes us to have unused overhead.
May 14, 2018
LiveEngage does everything I need well!
- As an end user, I can't speculate on the top or bottom line impact of using LiveEngage. But I can say that our tech support dominates the industry, having won 10 industry awards consecutively. A big part of that is having quick response and resolution times as well as just having a chat channel, which certain customers prefer often times. We repeatedly win business for the quality of our support so you could fairly reasonably say that LiveEngage contributes to our competitiveness.
January 08, 2018
Using LiveEngage
- More connections with fewer operations.
- Flexible tools to provide a variety of options for my customer to contact us.
- I can connect their tools with others in the market like Saleforce
September 21, 2017
LivePerson Review
- Increased employee efficiency
- Faster customer service
June 07, 2016
Thumbs for for LiveEngage
- Excellent cusomer satisfaction via this channel 98+ CSAT scores
May 27, 2016
Quite Alive
- On the sales side, we are able to capture more leads and engage visitors who may not choose to call in.
- We work with customers from all corners of the globe; calling into sales is not always convenient. It's easy to chat from anywhere.
June 14, 2014
LivePerson Review
- LivePerson has led the company to provide much better customer service. This means that we are able to respond to our customers within 8 seconds or less and provide a convenience that they cannot find with our competitors.
- LivePerson has led to employee efficiency as well. If we have customers online, we can have one representative taking multiple chats at once which allows us to maximize our amount of customers reached.
June 11, 2014
Salesforce took over our Liveperson
- Allowed to service our customers online -- online chat. Which improved customer satisfaction.
- Definitely increased employee efficiency
- Allowed us to better service our customers by rotating our Customer Service agents around where needed -- phones, online chat, email etc.
June 09, 2014
Liverperson Insights
Score 8 out of 10
Vetted Review
Verified User
- The ROI on the product was great, paid for itself several times over
- Better customer service as we can see what agents were doing wrong
- Able to see trends and future problems
- Increased employee efficiency, reduced call time and customer satisfaction are definite improvements from the previous tool
June 06, 2014
LivePerson is an excellent tool
- Better customer service
- increased employee efficiency
- Time of respond faster.
June 04, 2014
LivePerson: Good product, bad execution
- Better customer service
- Employee efficiency
- Volume control
June 04, 2014
LivePerson Works!
- 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.
June 03, 2014
LivePerson Positively Effects Our Business
- Employees and prospects now have another way to engage each other. Employees have been able to generate more leads faster, significantly increasing employee efficiency.
- Customer Service was impacted positively. We frequently receive comments like "that was easy."
- A few larger deals have come in that were directly sourced from LivePerson. One was almost $500K and another was $170K.