LivePerson: Good product, bad execution
June 04, 2014

LivePerson: Good product, bad execution

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Software Version

Chat

Overall Satisfaction with LivePerson

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.

Pros

  • Managing support agents
  • Chat visibility
  • Product Customer Service

Cons

  • Reporting was difficult to use and many times non-existent
  • Ease of use - the user experience for agents and admins is very difficult
  • Not easy to customize or update
  • Product Communication - many times they would do a "major" release that would not be communicated which would ultimately break product extensions and system integrations
  • Better customer service
  • Employee efficiency
  • Volume control
Desk.com allows us to bring all of our support tools together into one management system. It does not have all the features that LivePerson has for support but it has all the features we need. It also gives us an easier path to self-service and gives our user more direct access to all the channels they need.
LivePerson's pricing is prohibitive to us renewing the service. We have used LivePerson for a long time and use to pay per number of concurrent user in chat, they changed their pricing model without communicating with us and our price went up by 5 times the price. Between the poor communication, poor user experience and limited reporting, we decided we are ready to move to the next level.
LivePerson is a great entry support tool or chat only channel tool. If you are not looking to greatly extend LivePerson's use or integrate it with other systems then its a viable solution. LivePerson customer support is great but their corporate and account management communication was lacking. I would look at Live Chat for a chat only client or Desk.com / Zendesk for an all in one support management tool.

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