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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!
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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
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.
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.
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.
September 21, 2017
LivePerson Review
LivePerson was used as a customer facing chat platform for the whole organization before it was replaced with a native developed software. It addressed multiple business issues such as higher than normal call volume and being able to take multiple chats at a time.
June 07, 2016
Thumbs for for LiveEngage
LiveEngage is used as another channel of customer service. Customers now prefer to communicate via online services.
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.
June 14, 2014
LivePerson Review
LivePerson is used as a helpful tool for customers to reach our representatives during the day instead of waiting on the phone and as well as during our busy season after hours until Midnight. It is used by our Customer Service department as the rest of the company does not have direct contact with customers to need to use it. LivePerson helps address customer confusion on the website and to follow up on already placed orders.
June 11, 2014
Salesforce took over our Liveperson
LivePerson was being used as a Customer Service live chat service. Overall great experience using it as it allowed the Customer Service Representatives to chat with up to 4 people concurrently. We are now using Salesforce which has a built in chat feature.
June 09, 2014
Liverperson Insights
Score 8 out of 10
Vetted Review
Verified User
We are using Liveperson Insights to analyze our chats to better our service, and find areas in which we can improve.
We used LivePerson in our call center at a Global IT hosting company. We had transitioned from a previous tool that was not as dynamic as LivePerson. We also implemented it for our inbound sales team to more accurately track customer needs and interest. It really assisted both groups in gaining insight to what the customer needed prior to even speaking to the customer. It was very effective from a training perspective to assist in coaching sessions on missed opportunities.
June 06, 2014
LivePerson is an excellent tool
It was implemented in the largest telecom company in Canada. LivePerson is a great tool to increase sales. Customers are busy and prefer to chat with an agent, and that's what LivePerson offers to all small or large companies. Its a perfect tool to track and increase customer experience and most importantly revenue.
June 04, 2014
LivePerson: Good product, bad execution
LivePerson is used to manage all chat based support traffic for our customer support team. It has provided us with the ability to scale our chat support channel. It provides us with the ability to manage a high volume support and multiple product teams with a large number of customer support agents.
June 04, 2014
LivePerson Works!
It is primarily used by our customer solutions department for both chat and email. The main problems are reporting some data from LivePerson, and reliance on the program for business needs. For example, if LivePerson goes down, we miss out on contacts for that period of time.
June 03, 2014
LivePerson Positively Effects Our Business
LivePerson is being utilized by a select few individuals in our Marketing department. We use LivePerson as a lead generation tool. Upon visiting our website, a person is offered to chat with a representative. Once they confirm, they are entered into a chat with one of our Lead Qualification Specialists.
LivePerson gave us an additional forum to engage with our customers and prospective customers. We've found that some individuals are much more likely to engage with us over chat than to pick up a phone and call us.
LivePerson gave us an additional forum to engage with our customers and prospective customers. We've found that some individuals are much more likely to engage with us over chat than to pick up a phone and call us.