LiveEngage Reviews

As a long time customer it’s great to see the brand go from strength to strength, in particular the new pod support structure has really helped to drive better business outcomes, ensuring projects are consistently delivered in a timely manner thanks to a high quality dedicated team of engineers. In parallel the new Next Gen Products (Report Centre, Co Pilot) are empowering us to create new solutions for our brand fit the future.

Having worked closely with LivePerson now for 4 years I can't fault the product or service in that time.

LivePerson has helped us deliver an omnichannel messaging solution that not only benefits us as a business but our customers greatly as well. we have been able to consolidate all of our messaging into one platform.

LivePerson has been a helpful platform. It sure has made our operation different. All of its AI features have made our daily tasks easy and the team behind this has made all these processes to automation super easy for us.

There could be some improvements within the platform, certain features that currently we don't have. Such as alerts in some intents or some kind of alert when we have chats stuck in queue or something is not right in one of our regular metrics.

AI features such as Intent Analyzer or AI Annotations are helping a lot. We can see in real-time what are our pain points at the moment, what are our main reasons for contact and what we can improve following what we are seeing live in the chat. With Of course our chatbots built under the guidance of the LP team, are routing to the right skills and also helping and taking care of a percentage of our customers.

We are connected with our customers where and when our customers want to reach us

Its very moduled based pricing rather than offering all features.

Our CS scores have improved when it comes to Digital CS and also we can reach all digital customers on their prefered channels,

LivePerson has allowed me to put all my communication channels with customers in one easy to manage software. The chat program has increased my sales signficantly.

I don't particulary dislike anything about LivePerson. I will say it is not out of the box intuitive. It requires some time to train and practice.

LivePerson puts all communication into a system I can track, QA, and process improve. I also enjoy the Proactive messaging features as well as the AI offering.

I just recently joined the team to help migrate our current system to Messaging. We could not have had such a successful launch without the support team assigned to us at LivePerson. Everyone is so knowledgeable and gives great recommendations.

At times the platform is not as intuitive as you would think, but the Admin Guide does help and if all else fails I have a wonderful CSM.

Right now we hope to bring our E-commerce up to speed with LivePerson.

The ability to proactively reach our customers to answer their questions and help resolve their issues.

Some small limitations on preconfigured text and autoresponses.

Customer Support and Sales

I have enjoyed working with the various LivePerson platforms as well as the Account teams and Leaders within the company. I have worked with multiple different chat/messaging platforms and I appreciate the differences I see available in the LivePerson platform.

I have had issues with some limitations with reporting in the past, but it has become much better. I appreciate the focus on new functionality, which also comes with learning curves. I have worked with both LivePerson's chat and messaging platform and I do miss some of the previous features.

LivePerson is helping us meet our customers digitally and assisting us in evolving our online presence into a user friendly Omni experience.

How adaptable Live Person and Richard is at working with us to deliver

reporting restrictions at times for example, bot journey insight

proactive communication, this is resolving our issue around lack of contact with customers when we try and outbound dial

The features and different integrations LivePerson has with SMS and other messaging channels.

Not much/if anything I don't like. It's been a great experience overall.

Being able to easily and with minimal friction connect our customers with live chat agents.