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LivePerson Review
Updated September 21, 2017

LivePerson Review

Troy Kurek | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with LiveEngage

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.
  • 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  • The client appearance itself appeared out of date compared to other similar software.
  • Increased employee efficiency
  • Faster customer service
LivePerson's user interface is easier to manage working with multiple clients, but ATG Chat has a lot of other features that are comparable.
It is suitable in lieu of phone service if call volume is normally higher than what staffing can account for.

Using LiveEngage

We ended up replacing LivePerson with another software suite developed in-house. I'd imagine if they were to keep LivePerson it would have been for the ability to eliminate high volume queues faster than with traditional phone support.

LiveEngage Implementation

  • Don't know
The software was already implemented wheni began employment.