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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

(1-9 of 9)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
We selected LivePerson LiveEngage, in large part, for the Analytics Builder, which has the ability fully manipulate the reporting data and build custom reports and dashboards rather than picking from prebuilt dashboards. Another benefit was the Design Studio that makes it easy and intuitive to build and change the graphical design of the chat invitations.
January 08, 2018

Using LiveEngage

Score 9 out of 10
Vetted Review
Verified User
Incentivized
In comparison with others, LiveEngage was better at meeting our requirements, they were able to pretty much listen to our needs and have one of their sales manager craft the best solutions to what we needed. I felt more comfortable and the support received, It gave me more freedom by having the ability to run my own APIs with the ones from the company, talking about customization, the freedom I have is unparalleled.
Score 4 out of 10
Vetted Review
Verified User
Incentivized
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.
June 04, 2014

LivePerson Works!

Rich Fahey | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I've not used other programs in depth enough to make an accurate comparison. However, even from a customer standpoint, I've noticed when I contact a company and see they're using LP, my experience is often better. I've noticed a more genuine experience with business that use LP, possibly because of the ability to create your own canned responses and customize elements of the program to fit your business.
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