LiveEngage does everything I need well!
May 14, 2018

LiveEngage does everything I need well!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with LiveEngage

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.
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.