Who Uses This Software?

Businesses of all sizes who are looking to transform how they communicate with their consumers to increase sales and improve customer care.


Average Ratings

17 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    24/7 (Live Rep)

Vendor Details

  • LivePerson
  • www.liveperson.com/
  • Founded 1996
  • United States

About LiveEngage

LivePerson makes life easier by transforming how people communicate with brands through chat and messaging supported by bots & AI. Our 18,000 customers, including leading brands like Citibank, HSBC, Orange, and The Home Depot, use our conversational commerce solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship a conversational relationship with their millions of consumers.


LiveEngage Features

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Agent Scheduling
  • Call Me Option
  • Co-Browsing
  • Geo Targeting
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Proactive Invitations
  • Shortcut Messages
  • Transfers / Routing
  • Video Chat
  • Visitor Targeting
  • White Label Branding

LiveEngage Reviews Recently Reviewed!


the go to live chat experience

Apr 27, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: customer will love this direct channel to customer support. and admins love it as they can audit all comms with customers via a dashboard

Cons: have to install it in code - so will need a developer, however once going there aren't many cons at all!

Neat, useful and engaging software

Apr 17, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I've used this to get instant feedback from customers, and improve customer service. It gives a direct channel to speak and listen to customers.

Cons: Not many drawbacks - does what it says. and have been using it for a variety of sites for some time now....

Capterra-loader

Easy to use and efficient way to speak to customers

Mar 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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

We used LivePerson for years but the functionality of it was truly lacking.

Mar 08, 2018
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money

Pros: The canned answer database and shortcut capabilities to send the available answers.
The ability for a supervisor to send a private message in the chat to the agent for them to copy and paste to their chatter.

Cons: Terrible customer service - we were charged for months after closing the account
Removal of desktop app
Drastic changes and updates without any warning or training

Live Engage - Next gen servicing through messaging.

Jul 18, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Asynchronous device agnostic messaging and conversation threading are both excellent features. The upcoming integration with bots along with rich messaging capabilities provide for a rick communication experience which our customers love.

Cons: The only con I see in Live Engage is from an administrator perspective, the core customer information panels on the servicing screens can not be customized or removed which presents a bit of challenge as secondary custom panels need to written to overcome the deficiency which causes the precious screen real state to get wasted.

Overall: Greater customer engagement and improved CSAT.

Horrible customer support

May 02, 2017
2/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: nothing really impressed me. I'm sure there are better live chat solutions out there that would most definitely have better customer support.

Cons: terrible customer support, a real pain to cancel the service...they continued to charge us even after the 90 day period from cancellation.

Overall: we had live chat on our website for a test.

Adds another dimension to your customer experience

Dec 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Live chat makes it very easy for customers to engage with your support staff. LiveAgent is easy to install and configure. Setting up new agents and canned messages for quicker support is a breeze. Highly recommend!

LiveEngage

Nov 22, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The customer services is outstanding. It is web-based and easy to use the chat function. Training our staff took minimal time.

Cons: The reporting feature is cumbersome. Reports are not as easy to retrieve as they were in the old version. I think the report feature could use some enhancements.

Overall: The best thing about LiveEngage is their customer support. When our company has experiencing phone troubles and needed a way to communicate with our members LiveEngage stepped up and made that possible is a very short period of time. Their customer support is outstanding.

Great resource!

Oct 11, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: What a handy useful resource in finding software for my business. I needed this one to get what I was looking fit to stream line my tracking numbers.

Value and support

Oct 06, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: Great product and great support should you need anything ,was a funniest when it came to using some software but all I had to do was contact the support department and they plenty helpful. They even called me back to see if I was having problems.

Awesome platform

Oct 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use

Cons: Sometime goes down

Overall: I have used live person on many occasions and think it's great. The system is easy to use and offers very efficient communication.

Recommendations to other buyers: Keep up the good work.

Awesome service!

Oct 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use

Cons: None

Overall: Live Engage is the BEST out there! The software is easy to use and the staff is very knowledgeable. If you care about customer service, Live Engage is for you. Utilizing your staff, Live Engage makes it easy to track responses and give great feedback to your guests! Try it! You won't be disappointed!

Love this!

Oct 02, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Super simple and straight forward. Will definitely use again where able to. Highly recommend for use for business.

My overall thoughts

Oct 01, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I was new but found it to be very simple to use on a regular basis I have very few if any problems easy to learn.

Well done. Keep up the work.

Sep 30, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: This was a very useful program. I would not use anything else. Please keep this going. Thanks for the help

Usability disaster

Aug 22, 2016
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money

Pros: Customer support is responsive and friendly.

Cons: USABILITY! ahk

Overall: Horrible usability, trying to set up a custom button, even though I was following a tutorial they wrote, the tutorial didn't match up with the real thing, turned out the tutorial was old (why not remove it from your site??)

Trying to figure out myself how to 1. find an up to date tutorial (practically an impossible mission through the maze of unclear web pages and unsuccessful searches) 2. just see if it is intuitive enough to do without tutorial (normally I am savvy enough to do this) but no.

Contacted customer support (which was also not really easy to find, had to go through the sales chat), even with their help it was a pain in the *ss. They were really helpful and friendly, the website and console is just a usability horror.

Recommendations to other buyers: Do a complete overhaul of the website and hire actually usability experts please when you do this (fire the ones you have immediately)

Mar 18, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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