LivePerson Positively Effects Our Business
Marc Nowicki | TrustRadius Reviewer
June 03, 2014

LivePerson Positively Effects Our Business

Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

9.4.1.1

Modules Used

  • Chat

Overall Satisfaction with LivePerson

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 is very customizable. We were able to make it our chat platform. Whether it was what webpages to prompt users on or what canned messages we wanted to use, we were able to make the solution our own.
  • The UI was very intuitive. Everything seemed to make sense and once a user was up on the system they were immediately able to contribute.
  • Training was a breeze. A user can quickly become familiar with LivePerson and be up and running in 1 day. The only thing that took some getting used to was determining internally what the process was around certain requests or questions.
  • One thing that we commonly dreamed of was having more keystroke shortcuts. Our chatters were incentivized by taking chats. We always wished there was a hot key to accept a chat rather than have a few clicks.
  • There are a few desired enhancements around canned messages and pushing pages, such as the ability to edit those messages slightly before sending.
  • It would also be nice if you could go a step further and customize each chatters experience. You can do this by moving/changing columns and where something appears on the screen, but it would be nice to take that a step further and customize something like your canned messages.
  • Employees and prospects now have another way to engage each other. Employees have been able to generate more leads faster, significantly increasing employee efficiency.
  • Customer Service was impacted positively. We frequently receive comments like "that was easy."
  • A few larger deals have come in that were directly sourced from LivePerson. One was almost $500K and another was $170K.
LivePerson is allowing us to generate significant revenue that we might not have been in the position to earn otherwise. It is a core way that a few of our employees conduct their days and we haven't had many problems with the solution. If it's up to me, we'll have LivePerson around.
LivePerson worked extremely well for lead generation. We have generated a few large deals to date. We are not at the point where we've rolled it out to technical support, but that seems like a natural fit as well. Once the solution is integrated with your website, it should be smooth sailing from there.