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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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(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!
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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
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
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, and get the data that we need for our reporting teams to use internally and externally. We can utilize bots on the segments of customers that might not need to go directly to an agent.
- 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.
- 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.
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.
May 14, 2018
LiveEngage does everything I need well!
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.
- 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.
- 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
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 Messaging, Web Messaging or through a variety of Apps for mobile devices. Used to address the means for our customers to contact us for sale related inquiries or as a means to provide technical support or even customer support. LiveEngage brings the next chapter in customer contact, the tool has a variety of usages that is only limited by the needs that you have for your company.
- 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.
- 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
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.
May 27, 2016
Quite Alive
The application is being used by our sales and technical support departments to keep call overhead low and maintain flexibility in communication.
- Flexibility in communication
- Easy to use
- Convenient
- A little slow at some times
- 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.
- LiveChat and Zopim
The tools and customer support are unmatched.
30
sales, technical support, and billing
1
- Reduce call volume
- Capture leads
- Easy to communicate clearly
- 24x7 chat coverage
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