LiveEngage is great for analytics and ease of visual design.
March 09, 2021
LiveEngage is great for analytics and ease of visual design.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with LivePerson Conversation Cloud (LiveEngage)
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.