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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.

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Recent Reviews

TrustRadius Insights

LiveEngage has been utilized by various companies to enhance their customer support capabilities across multiple interfaces, including …
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Liverperson Insights

8 out of 10
June 09, 2014
We are using Liveperson Insights to analyze our chats to better our service, and find areas in which we can improve.
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Pricing

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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.

Entry-level set up fee?

  • No setup fee

Offerings

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

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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).
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Comparisons

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Reviews and Ratings

(34)

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!

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)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • The Design Studio is easy to use for configuring the visual details of chat invitations.
  • They have integrated Bots, which can be used with or without human agents.
  • Their Analytics Builder lets you fully customize your reporting, and not be stuck with predefined reports.
  • Building the chat engagements and campaigns can be confusing with the multiple levels of configurations (target audience, entry point, behavior), which can cause the need for an overhaul on overall planning. e.g. Instead of 1 campaign with 10 engagements, it might need to be 5 campaigns with 2 engagements each.
  • The audit trail feature is quite limited. This could affect compliance, and more often affect the ability to find out "who did what" in situations where something got misconfigured.
  • Presenting chat invitations can only be based on schedules, not based on whether agents are actually available. This is more problematic with smaller user groups.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
  • 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.
January 08, 2018

Using LiveEngage

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Want to track sales, visits, etc.? LiveEngage has the tools you need and or pretty quickly develop the ones that better suit your needs. Did I mention you can even track conversions or any kind?
  • Want to provide support using Facebook, the company has the interface to provide messaging support through the worlds leading social network. Talk about reach the masses.
  • BOTs - by partnering with IBM WATSON LiveEngage offers the best option for messaging BOT operations.
  • 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.
September 21, 2017

LivePerson Review

Troy Kurek | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Allowed you to develop custom pre-written statements to send in chat.
  • Multi-tasking in Liveperson is simple and efficient.
  • It had different alerts and ways of informing you of new, abandoned, and closed chats.
  • When a chat is closed there wasn't much notice or any reminders to finish notating an account through the client. A sound or alert was given and that was it; no flashing tabs etc.
  • The client appearance itself appeared out of date compared to other similar software.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Addresses customer's concerns right then and there.
  • Another channel for customer outreach/contact.
  • Easy to manage and measure key KPIs.
  • Better email reporting.
  • Better support for ad hoc outages.
June 14, 2014

LivePerson Review

Kayla Volland | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • LivePerson allows the customer service representatives to view what the customer is seeing on their screen. That allows the CSR's to have a better idea of where the confusion is coming from and how to best address and fix the problem.
  • LivePerson allows the customer service representatives to multitask. We are able to have multiple chats at one time so that means we can be more productive and help more customers. In addition, this gives customers shorter wait times and keeps our phone calls from being overloaded.
  • I would like to see LivePerson improve in the area of displaying current page views. While sometimes this is accurate, it is not. It would definitely be a plus to have this functionality a consistent feature.
  • LivePerson does have problems with browsers. While this is only typically for Chrome or Safari, it does present problems (typically when a browser update comes out). We have also encountered problems with LivePerson not displaying correctly when on a mobile device as well.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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
  • The system "appeared" outdated
  • Reporting was a little difficult to figure out
  • Allowing users to chat with up to 6 people would be great
Score 8 out of 10
Vetted Review
Verified User
  • Trend lines
  • Full chat transcripts
  • Easy to find improvements for your company
  • Hard to filter results sometimes
  • Learning curve
  • Program is slow when there is a lot of data
Tracy Dziekonski | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
  • With every new software with robust features, there is a learning curve to get the end users up to speed.
Ramy Ezzedine | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Popup at the right time to catch customer attention
  • Ability for the customer to provide feedback using a quick survey is impression of the service
  • See in real time when an agent is typing, this will keep the customer confident that the agent is still here to assist him.
  • Ability to add more user to one windows, for example spouse when we need to take a decision on features for example
  • In the case of the technical issue, ability to the agent to share some documentation directly through the chat, instead of sending emails.
  • Ability to export a discussion in a preferred format
Score 4 out of 10
Vetted Review
Verified User
Incentivized
  • Managing support agents
  • Chat visibility
  • Product Customer Service
  • Reporting was difficult to use and many times non-existent
  • Ease of use - the user experience for agents and admins is very difficult
  • Not easy to customize or update
  • Product Communication - many times they would do a "major" release that would not be communicated which would ultimately break product extensions and system integrations
June 04, 2014

LivePerson Works!

Rich Fahey | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
  • 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.
Marc Nowicki | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • LivePerson is very customizable. We were able to make it our chat platform. Whether it was what webpages to prompt users on or what canned messages we wanted to use, we were able to make the solution our own.
  • The UI was very intuitive. Everything seemed to make sense and once a user was up on the system they were immediately able to contribute.
  • Training was a breeze. A user can quickly become familiar with LivePerson and be up and running in 1 day. The only thing that took some getting used to was determining internally what the process was around certain requests or questions.
  • One thing that we commonly dreamed of was having more keystroke shortcuts. Our chatters were incentivized by taking chats. We always wished there was a hot key to accept a chat rather than have a few clicks.
  • There are a few desired enhancements around canned messages and pushing pages, such as the ability to edit those messages slightly before sending.
  • It would also be nice if you could go a step further and customize each chatters experience. You can do this by moving/changing columns and where something appears on the screen, but it would be nice to take that a step further and customize something like your canned messages.
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