LivePerson

LiveEngage

4.5 / 5 22 reviews

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

22 Reviews
  • 4.5 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4.5 / 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
  • Canned Responses
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

LiveEngage Reviews Recently Reviewed!


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

The software itself works well, but there are other more cost effective options out there.

Jun 14, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: We used LivePerson for several years, and didnt have any issues as far as the program and functionality. However we were able to find a new program that was a fraction of the cost and offered all the same features and more.

Cons: When we tried canceling our service with them, the customer service ignored several emails from us, and then tried to charge us for another 3 months of service even though we were not using them and paying month-to-month. In the end we had to fight it out with the credit card company

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.

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.

Capterra-loader

The best software app ever

Aug 10, 2018
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: This gives me the ability to see all my hot keys on the right side of the box which makes life easier and very convenient

Cons: The ability not to see what the other end types before they send it out :D

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!

Newbie to chat, great for org

Jun 25, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Great way to have multiple employees respond to web inquiries, lowering call volume and non-sales lead form submissions.

Cons: Set up took some time and things on the back end aren't the most intuitive but their chat team is excellent about walking you though things, trouble shooting, etc with screenshots and such.

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....

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)

does the job

Jul 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: works well for smaller organizations, especially where there are application engineers as well as in person sales teams to make sure they're online when necessary

Cons: a little frustrating with the setup process, but it wasn't too bad. the user interface isn't terrible but I do see room for improvement.

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.

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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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.

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!

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.

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.

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.

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!

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.

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

Capterra-loader

My experience with Liveengage has been perfect.

Aug 09, 2018
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: 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.

Overall: 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.