LivePerson

AI-Powered Chatbots, Messaging & Live Chat for Businesses

4,4 /5 (39 reviews) Write a Review!

LivePerson Overview

What is LivePerson?

LivePerson is a Conversational AI company leveraging more than 20 years of consumer intent data to power brand-to-consumer conversations. Using LivePerson’s Conversational Cloud, brands can move away from synchronous channels like voice and traditional live chat and engage with consumers on their time, in the channels they use every day like WhatsApp, Apple Business Chat, and many others. Whether a consumer is reaching out for product help, or a brand wants to start a proactive, two-way message about a sale or promotion, LivePerson’s Conversational AI allows brands to optimize sales, care, and marketing operations without sacrificing customer experience. Customers get a hyper-personalized experience, and brands get cost-saving efficiencies and improved customer LTV.

LivePerson’s cloud-based platform is accessible from any web browser, making for easy transitions in and out of remote work. The readily available suite of AI products includes an intent recognition and management platform, a low-code bot-building tool, a world-class NLU, and a robust analytics platform built on a first-of-its-kind, proprietary algorithm designed specifically to optimize messaging operations. Together, these tools and more enable brands to quickly automate high-volume inquiries and provide a consolidated view of the most popular two-way communication channels like Apple Business Chat, WhatsApp, social, SMS, email, and more.

LivePerson’s 18,000 global customers, including many Fortune 500 companies, use our conversational solutions to orchestrate humans and AI at scale and create a convenient, deeply personal relationship — a conversational relationship — with their millions of consumers. LivePerson was named to Fast Company’s World's Most Innovative Companies list in 2020.

LivePerson Overview

Pricing

Starting from
N/A

Pricing options

Free Trial
Subscription
Value for money

To determine pricing, LivePerson will work with you to identify what interactions are best suited for automation and which messaging channels should be enabled. Start by scheduling a meeting with an AI expert using their bot on www.liveperson.com.


LivePerson Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, Japan and 3 others, Germany, Brazil, Mexico
Supported Languages
Chinese (Simplified), Danish, English, Finnish, French and 9 others, German, Indonesian, Italian, Japanese, Korean, Portuguese, Russian, Spanish, Turkish

Media

LivePerson’s AI-powered chatbots can work with human agents across the world’s most popular messaging channels.
Cut out unnecessary steps by offering two-way conversations in the channels people most prefer...no matter where they find you.
About 70% of conversations on the LivePerson platform include automation to increase availability and efficiency.
In a blind test of 100 training phrases, LivePerson’s NLU outperformed IBM Watson and Google DialogFlow in its ability to correctly identify unidentified phrases with the right intents.
Benchmark and monitor marketing, sales, and customer care KPIs in real time so you can optimize your operations.
Our Performance Optimizer tracks performance against your internal targets and industry benchmarks—and provides actionable steps for improvement.
LivePerson screenshot: LivePerson’s AI-powered chatbots can work with human agents across the world’s most popular messaging channels. LivePerson screenshot: Cut out unnecessary steps by offering two-way conversations in the channels people most prefer...no matter where they find you. LivePerson screenshot: About 70% of conversations on the LivePerson platform include automation to increase availability and efficiency. LivePerson screenshot: In a blind test of 100 training phrases, LivePerson’s NLU outperformed IBM Watson and Google DialogFlow in its ability to correctly identify unidentified phrases with the right intents. LivePerson screenshot: Benchmark and monitor marketing, sales, and customer care KPIs in real time so you can optimize your operations. LivePerson screenshot: Our Performance Optimizer tracks performance against your internal targets and industry benchmarks—and provides actionable steps for improvement.

LivePerson Reviews

LivePerson Reviews

Overall rating
4,4
/
5
Excellent
24

Very good
10

Average
2

Poor
1

Terrible
2

Value for Money
4,2
Features
4,3
Ease of Use
4,3
Customer Support
4,2
87% recommended this app
Temitope E.

My experience with Liveengage has been perfect.

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.


Basiirat A.

A better way to connect with web visitors.

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


Conner C.

Horrific customer service and stability

Overall live engage is the worst live chat platform I have worked with. The chat feature often just kicks customers out of their chat which is a terrible experience. I have brought this up multiple times and have had no luck with help. Our account manager is oblivious and only contacts us when trying to sell us something. In general customer service is atrocious. We just had a system outage last 5 hours with no word from our account manager or a customer support representative. We will be finding another service provider as soon as possible.


Verified Reviewer

LiveEngage probably the best app for web chatting

Overall I am satisfied with it, It is easy to use and access and has not glitched on me not even once.


Lauren B.

Easy to use and efficient way to speak to customers


Temitope E.
Industry: Design
Company size: 1 001-5 000 Employees

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.
Industry: Entertainment
Company size: 51-200 Employees

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

Conner C.
Industry: Luxury Goods & Jewelry
Company size: 201-500 Employees

Horrific customer service and stability

Used Daily for 2+ years
Reviewed on 2020/02/19
Review Source: Capterra

Overall live engage is the worst live chat platform I have worked with. The chat feature often just kicks customers out of their chat which is a terrible experience. I have brought this up multiple times and have had no luck with help. Our account manager is oblivious and only contacts us when trying to sell us something. In general customer service is atrocious. We just had a system outage last 5 hours with no word from our account manager or a customer support representative. We will be finding another service provider as soon as possible.

Pros

Ease of use. Reporting package. Dashboard.

Cons

Customer service. Service outages. Glitches.

Response from LivePerson

We're very sorry to hear you are having such a difficult time with our platform. We strive to maintain a superior uptime, but there are times we are unable to deliver :( Curious to know more about your glitches and how our customer service has been lacking for you. We want to make sure we address this for you immediately having customers get kicked off of chats is unacceptable and should never happen. If you're on our messaging platform, customers' conversations are asynchronous, and the chat history does not get deleted, so this should help. We hope you can reach out to us about these issues so we can resolve them for you ASAP!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Verified Reviewer
Industry: Consumer Services
Company size: 501-1 000 Employees

LiveEngage probably the best app for web chatting

Used Daily for 6-12 months
Reviewed on 2020/06/11
Review Source: Capterra

Overall I am satisfied with it, It is easy to use and access and has not glitched on me not even once.

Pros

- It is a great way to enable communication between customers and remote assistance.
- Available to be used in multiple platforms.
- Everything done through it can be tracked, monitored and measured.
- It allows for customization of the general interface and also pre-written answers.

Cons

For as long as I have used it the only negative thing to it that I have been able to observe is that it does not collect customer's name in a way that it can label the chat with it. This can be really confusing when you have multiple chats opened named "visitor".

Response from LivePerson

Thanks for taking the time to leave us a review. We're glad to help make your business more conversational and help provide more in-depth analytics to optimize your business and operations! There is a way to name your "visitor" to their actual name by connecting your sessions to your CRM, so we will be sure to reach out to you to help you set that up!

Rating breakdown

Ease of Use

Likelihood to recommend: 10.0/10

Lauren B.
Company size: 11-50 Employees

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

User recommendation
8,6/10
Based on 39 user ratings
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LivePerson Pricing

LivePerson Pricing

Starting from
N/A
Free Trial
Subscription
Value for money

To determine pricing, LivePerson will work with you to identify what interactions are best suited for automation and which messaging channels should be enabled. Start by scheduling a meeting with an AI expert using their bot on www.liveperson.com.

To determine pricing, LivePerson will work with you to identify what interactions are best suited for automation and which messaging channels should be enabled. Start by scheduling a meeting with an AI expert using their bot on www.liveperson.com.

Value for Money
4,2/5
Based on 39 user ratings
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LivePerson Features

LivePerson Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Analytics
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
4,3/5
Based on 39 user ratings
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Categories

Additional information for LivePerson

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:

- Generate higher qualified leads that are 2.5x more likely to convert to sales.
- Increase average order value and online sales conversions by up to 20%.
- Reduce labor costs by 50%.
- Increase CSAT by up to 20%.
- Reach and interact with consumers via website, mobile app, SMS, Facebook Messenger, Instagram, WhatsApp, Apple Business Chat, and more — creating a more personalized digital experience.
- Detect consumer intents and identify which conversations to automate.
- Easily build and tune AI-powered chatbots with an intuitive low code point-and-click interface.
- Engage in proactive, two-way conversations with customers for sales, care, and marketing use cases.
- Benchmark, monitor, and optimize operational, marketing, sales, and customer care KPIs in real time.

LivePerson FAQs

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: Available

To determine pricing, LivePerson will work with you to identify what interactions are best suited for automation and which messaging channels should be enabled. Start by scheduling a meeting with an AI expert using their bot on www.liveperson.com.

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:

Small Business, Large Enterprises, Mid Size Business

Q. What languages does LivePerson support?

LivePerson supports the following languages:

Chinese (Simplified), Danish, English, Finnish, French, German, Indonesian, Italian, Japanese, Korean, Portuguese, Russian, Spanish, Turkish

Q. What type of pricing plans does LivePerson offer?

LivePerson has the following pricing plans:

Subscription

Q. Does LivePerson support mobile devices?

LivePerson supports the following devices:

Android, iPhone, iPad

Q. What other apps does LivePerson integrate with?

LivePerson integrates with the following applications:

AmeriCommerce, Apty, Bitium, Guru, Kameleoon, Marchex Call Tracking, SugarCRM, Toonimo, Twitter, Wordpress

Q. What level of support does LivePerson offer?

LivePerson offers the following support options:

Knowledge Base, Online Support, Video Tutorials, FAQs