LivePerson

LivePerson

Live Chat, Messaging and Chatbots Solution Provider

4.5/5 (31 reviews)

LivePerson Overview

LivePerson is the industry leader in live chat and messaging solutions that increase sales and improve customer care for businesses of all sizes. LivePerson's conversational platform is integrated with the world’s most popular channels including web and in-app messaging, SMS, Email, Facebook Messenger, WhatsApp, Apple Business Chat, WeChat, Line and more. LivePerson’s conversational platform is built to handle millions of messages at scale, vetted and used by many Fortune 500 companies.

Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, Europe and 5 others, Germany, Japan, Latin America, Mexico, Middle-East and Africa

Supported Languages

English, Spanish

LivePerson Reviews

Overall rating
4.5/5
87% positive reviews
20
Excellent
7
Very good
2
Average
1
Poor
1
Terrible
Temitope E.

My experience with Liveengage has been perfect.

Used Daily for 2+ years
Reviewed on 2018/08/09
Review Source: Capterra

Liveengage has provided us with an effective medium to communicate with our clients. Thus we have greatly cut down on financial resource we spend maintaining telephone support, since most of our clients are very much comfortable contacting us via Liveenagege on our website.

Pros

Liveengage is very intuitive and thus very easy to use. All of my helpdesk colleagues have no complaints making use of this helpdesk solution ,same for new agent recruits whom we recently introduced to use this.
I am able to monitor the number of web visitors on our website in real time ,and know their geographical location(this has helped the marketing department).I am able to know what part of the website a website visitor I am chatting with is at ,thus making it easy to better address their challenge.
Liveengage is also very mobile friendly ,and this has made it easy for web visitors accessing our website to have a good experience chatting with our helpdesk team.

Cons

Liveengage has been our trustworthy helpdesk solution for the last two year period. There is absolutely no complaint from my end.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Basiirat A.

A better way to connect with web visitors.

Used Daily for 1+ year
Reviewed on 2018/08/25
Review Source: Capterra

LiveEngage serves as a connection between my organization and our customers. To my organization ,LiveEngage has gone beyond just being an help-desk solution , it has enabled us segment web visitors based on activities such as the part of our website they visit,how long they spend on a particular web page ,their past interaction with the help-desk team etc

Pros

LiveEngage is very user friendly and this is the first quality I look out for in any software solution. It enables customization including HTML integration which makes it easy for organizations to personalize the kind of content which comes along with having LiveEngage on their website.
I like the real time monitoring feature which so makes it easy to know where every web visitor is at,on every given time.The customer support agents on LiveEngage is just an extra reason why I love this program , they are polite ,willing to help and are available at all times.

Cons

It takes a while and some in-house training for new users to effectively maximize the benefits of LiveEngage. However ,this tedious learning curve has an huge return on investment for every organization using LiveEngage.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Verified Reviewer

Great software but could use some upgrades

Used Weekly for 2+ years
Reviewed on 2019/03/19
Review Source: Capterra

Pros

The ability to pull reports is great. You can set custom dates and filter by specific departments if this software is being used by multiple departments. This helps easily track metrics such as average interaction times, wait times, and any abandoned interactions. This software also makes addressing customer concerns quick and easy in real time. Customer account details display when the interaction is taken.

Cons

The cons I saw with this software is the inability to prioritize chats or allow chats to be taken based on 'cherry-picking'. When you have paid support modals, the ability to be able to pull those interactions right away would be beneficial. You can only take interactions in the order that they are received in the queue. Support issues take a while to resolve.

Response from LivePerson

Thank you for your review! In regard to the con you specified, you should work with your account manager to set that up! We DO in fact offer a configuration where certain departments, agent groups, or specific agent can get priority in receiving messages. You can also set up messages that come into specific departments (ie. message coming into support department vs sales department) to be prioritized over others so that higher-urgency messages can be responded to before lower-priority messages! Please do reach out to your account manager to implement this :) Thank you for taking the time to leave us a review!

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend

7.0/10
Thomas H.

Gets better every day!

Used Daily for 1+ year
Reviewed on 2018/09/06
Review Source: Capterra

Overall, the return on investment here is HUGE.

Pros

The introduction of automation and bots in the last 2 months has been absolutely HUGE for us. Our sales reps spend less time answering simple questions and more time closing deals and scheduling demos now. The FAQ bot we got set up with on our live chat window answers all of the most commonly asked questions now and it's been absolutely phenomenal. Customers get their answer, then agent jumps in bring in the sale.

Cons

The learning curve at first was a bit daunting, but in a few weeks you'll realize the analytics built into LiveEngage is second to none. You really need MCS for the agents to know when and if they should jump in to a conversation, in most cases, again, our FAQ bot handles all simple engagements, and then the agent jumps in to close the deal.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Lauren B.

Easy to use and efficient way to speak to customers

Used Daily for 1+ year
Reviewed on 2018/03/15
Review Source: Capterra

Pros

LivePerson is great because I am able to login to my account anywhere and immediately answer any questions that customers have. We link LivePerson to our website and it is very successful, there is a blue button on all our web pages which makes it easy for anyone to live chat with us. My favorite feature of LivePerson is the ability to know what page a customer is on when they are chatting with us. When we market events and share job openings, it is important for me to know where these job seekers are on our website - that way we can better answer their questions.

Cons

The only thing I like least about the software is the timing mechanism when someone requests to chat. I would prefer for there to be no timer

Rating breakdown

Value for Money
Ease of Use
Customer Support

LivePerson Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Visit the LivePerson website for pricing information.

LivePerson Features

  • API
  • Activity Dashboard
  • Automatic Notifications
  • Chat
  • Contact History
  • Customizable Branding
  • Instant Messaging
  • Monitoring
  • Multi-Channel Communication
  • Real Time Monitoring
  • Reporting & Statistics
  • Social Media Integration
  • Support Ticket Management
  • Surveys & Feedback
  • Third Party Integration

  • CRM Integration
  • Email Integration
  • Knowledge Base Management
  • Prioritizing
  • Workflow Management

Additional information for LivePerson

Key features of LivePerson

  • Analytics Driven Engagement
  • Bots & AI
  • LP Chat
  • LP Insights
  • LP Knowledge Base
  • LivePerson Labs
  • Messaging
  • Mobile Chat Services

Benefits

LivePerson helps you to:

- Reach your customers via website, SMS, FB Messenger, Apple Business Chat, and WhatsApp
- Lower your operating costs by up to 90%
- Increase operational efficiency by up to 40x
- Maximize conversions 3x
- Optimize lead generation
- Create a better more personalized digital experience for your consumers
- Improve the effectiveness of your marketing efforts

LivePerson FAQs

Below are some frequently asked questions for LivePerson.

Q. What type of pricing plans does LivePerson offer?

LivePerson offers the following pricing plans:

Pricing model: Subscription

Free Trial: Not Available

Visit the LivePerson website for pricing information.

Q. What are the main features of LivePerson?

LivePerson offers the following features:

  • Analytics Driven Engagement
  • Bots & AI
  • LP Chat
  • LP Insights
  • LP Knowledge Base
  • LivePerson Labs
  • Messaging
  • Mobile Chat Services

Q. Who are the typical users of LivePerson?

LivePerson has the following typical customers:

Large Enterprises, Mid Size Business

Q. What languages does LivePerson support?

LivePerson supports the following languages:

English, Spanish

Q. What type of pricing plans does LivePerson offer?

LivePerson has the following pricing plans:

Subscription

Q. Does LivePerson support mobile devices?

We do not have any information about what devices LivePerson supports

Q. What other apps does LivePerson integrate with?

LivePerson integrates with the following applications:

AmeriCommerce, Bitium, Kameleoon, MindTouch, Nanorep, Toonimo, Wordpress

Q. What level of support does LivePerson offer?

LivePerson offers the following support options:

FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials