Salesforce took over our Liveperson
June 11, 2014

Salesforce took over our Liveperson

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with LivePerson

LivePerson was being used as a Customer Service live chat service. Overall great experience using it as it allowed the Customer Service Representatives to chat with up to 4 people concurrently. We are now using Salesforce which has a built in chat feature.

Pros

  • Liveperson allowed us to chat with up to 4 customers concurrently
  • Liveperson provided customer's inputted information -- name, order #, country where the customer is contacting us from
  • Liveperson saved transcripts including time/date stamps
  • Liveperson was user friendly and easy to train people on

Cons

  • The system "appeared" outdated
  • Reporting was a little difficult to figure out
  • Allowing users to chat with up to 6 people would be great
  • Allowed to service our customers online -- online chat. Which improved customer satisfaction.
  • Definitely increased employee efficiency
  • Allowed us to better service our customers by rotating our Customer Service agents around where needed -- phones, online chat, email etc.
LivePerson was cost efficient, easy to use and easy to install.
Salesforce is now being used - no need for LivePerson.
LivePerson would be great for a startup company or an E-Commerce business that is just launching its online chat customer service platform.

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