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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
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
January 08, 2018

Using LiveEngage

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Doesn't really matter your website or the platform you want to use for both your visitors or your agents. LiveEngage has the best option for you. Do you want to provide an app so that you can have people working from home? LiveEngage has the option.
Even the ability to develop your own solution is provided with their SDK.
June 14, 2014

LivePerson Review

Kayla Volland | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
LivePerson is a fantastic tool when you have a customer service center. This allows for customers to have ease of access so they do not have to worry about going through a phone queue. It also allows customers to have a chat going on the computer so they don't have to inconveniently stop their work in the middle of the day or interrupt anyone else that might be home. LivePerson is not really needed in a situation where you do not have an incoming call center - general email or phone calls would suffice in that case.
Ramy Ezzedine | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
If a company is looking to increase sales and customer service satisfaction, LivePerson is a great tool that covers all aspects and more. Getting instant feedback from customers are key to improving customer service. I definitely recommend LivePerson for all companies, it's great and setup is really easy. I had a chance to be in touch with the support team of LivePerson and they offer a great live support to make this tool work perfectly.
Score 4 out of 10
Vetted Review
Verified User
Incentivized
LivePerson is a great entry support tool or chat only channel tool. If you are not looking to greatly extend LivePerson's use or integrate it with other systems then its a viable solution. LivePerson customer support is great but their corporate and account management communication was lacking. I would look at Live Chat for a chat only client or Desk.com / Zendesk for an all in one support management tool.
June 04, 2014

LivePerson Works!

Rich Fahey | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Marc Nowicki | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
LivePerson worked extremely well for lead generation. We have generated a few large deals to date. We are not at the point where we've rolled it out to technical support, but that seems like a natural fit as well. Once the solution is integrated with your website, it should be smooth sailing from there.
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