LivePerson Reviews: 4.2/5 — Solid Choice

The solution of e-bot7 was easy to implement (it only took us a few days) and the console is very intuitive thanks to the simple yet helpful features. We quickly realized that this is of great value for both our customers and agents.

We've only been on board for a few months and haven't encountered any problems yet. All good so far!

With e-bot7 we can offer 24/7 service for our customers. Although we have only been with e-bot7 for a short time, we already see a tendency for our customer base to grow and for existing customers to stay with us.

We do really like e-bot7's AI solution. The cooperation with e-bot7 ran smoothly througout the whole journey - from the definition of the use cases to the go-live of the chatbot. The support from e-bot7 is first class. Due to the cooperation with other customers from our industry, e-bot7 already had a certain expertise and was able to define promising use cases. Furthermore, the product itself is very easy to use for us, we do not need any technical understanding. We never thought that the chatbot could handle such a high ticket volume, to the benefit of our customers and us agents.

We would love to see more performance insights in the analytics section, e.g. if the performance of the chatbot was improved after changes were made in the contextual dialog, since we are trying out a lot regarding the dialogs. E-bot7 is working on this though.

Primarily, handling large ticket volumes. AI has now become a crucial part of our customer service.

Customer support, something that is really great at e-bot7: Support whenever needed, fast replies and meetings scheduled according to our availability! Some more points that we appreciate a lot: -Onboarding process: great and easy. -User experience: smooth and insightful environment, also for non-tech people. -Integrations: wide range of possibilities, works greatly with any internal system that we have.

Not every language that we would like the solution to cover is available yet, this can be improved. However, e-bot7 says they are working on covering further languages soon. Also, we expected quicker results, but e-bot7 was really helpful with that by looking into our specific use cases.

First and foremost, we are reducing the number of contact moments from our CS agents, providing our customers quick answers 24/7.

There are many things worth mentioning: -Console is straightforward and absolutely understandable for Customer Service Agents (no technical knowledge required). -Chatbot learns by itself (no manual effort required). -Great support from e-bot7 whenever needed (e.g., in case of technical issues).

We have experienced an issue with the chatbot sending out inappropriate answers in the very beginning, although the confidence level was set to a high level - but the technical issue has been fixed by e-bot7 instantly.

Our recent survey has shown that our customers demand digital solutions as well as self-service options for customer service. We are glad that we came across the solution of e-bot7 as the Net Promoter Score increased significantly (24/7 service, zero waiting time, etc.).

-Very intuitive and easy to understand console. -Solution works perfectly with our customer service platform. -Available in different languages (great benefit for our multinational customers). -Chatbot learns automatically and does not need to be trained manually by our agents. All in all, very efficient solution that greatly reduces the workload of our human agents!

-Service was interrupted sometimes in the beginning so the console was not available, but fixed by e-bot7 instantly.

-Great increase in efficiency as a great amount of requests can be handled simultaneously. -Improved agent experience due to intuitive console as well as focus on more complex requests. -Improved customer customer experience due to instant support.

How is it possible that an AI solution is so simple and intuitive? Go check out e-bot7 and convince yourself! Our agents love working with the solution, it is so easy to handle, and the solution is used by the majority of our customers.

Process of exporting conversational data was faulty. Other than that, we did not experience other issues so far.

Our customers are now able to receive virtual support instantly, and whenever they want. Most of the marketplace customer requests are repetitive so our agents do not have to repeat answers over and over again; instead, they can concentrate on more complex tasks.

AI behind the platform of e-bot7 is powerful. Platform is quite intuitive and therefore quick to understand and easy to operate. Besides, use cases are very successful on our end so far and the support we receive from the e-bot7 team is great as they do really care and strive to lift our customer service to the next level.

There is nothing to point out here. We are happy with the solution so far, since our use cases turned out to be successful.

e-bot7's AI lifts our customer service to the next level by solving repetitive requests and, therewith, freeing up our agents' time to focus on the most complex requests.

With e-bot7 we offer our customers a further way to communicate with us. The tool is easy to handle for the agents and it was really simple to implement it on our homepage. The reporting shows many details and we learn a lot about our clients. The team of e-bot7 is very friendly, answers fast on our questions and has creative solutions and new ideas. We like, that they show us new usecases and services proactive.

We have a regularly call with our customer manager, where we talk about our painpoints or ideas. They always find a way to solve or manage them. And that in a really short time. So there is nothing we dislike.

The chatbot is integrated on our homepage and helps the customers 24/7 with their concerns. During the business times we have also some agents who answer when the bot doesn't know further. It helps us to reduce the number of calls and promotes our selfservice-offers.

e-bot7's solution exceeds our expectations. We do especially like the dashboard that provides insights on analytics, as well as the dialogue editor which is extremely easy to handle. In general, the AI is very simple and powerful. Absolutely recommend!

There is not really anything to mention. Some smaller issues have been solved by e-bot7 straight away. We were with a different vendor before; e-bot7 stands out.

Through automation, the solution eases our customer service agents' workload. Customers get instant support or are directed to the right place. Both customers and agents highly appreciate the solution.

The possibility it gives us to manage simple and repetitive customer requests. Very good and friendly support. Easy to customize the look and feel.

The contextual dialog interface is tedious when creating or editing. Problems with alerts for new messages not showing up or not long enough depending on the browser.

Manage simple and repetitive customer requests. Accompany customers through their purchasing process by asking them questions about their situation and needs and sending them a link to the corresponding product.

After having tried different chatbots, we can tell that ebot7's solution is the one we like best: The interface is very intuitive as well as efficient; for instance, changing functionalities of the chatbot is simple and does not require technical knowledge. The e-bot7 team was super supportive in the beginning as they were very attentive by helping us to decide which package fits our needs best, setting up demo calls, and ensured a smooth onbarding and implementation of the solution.

There is not really anything to complain about. In the beginning when the solution was implemented we felt that the analytics section could have been more insightful through additional statistics. This was the feedback we provided e-bot7 with and they constantly worked on improving that section, which we are totally fine with now.

With e-bot7's solution our customer service agents do not have to deal with easier and repetitive customer requests anymore and, hence, can focus on more complex requests right away. Our recent customer survey revealed that this is highly appreciated by our customers as they do not experience long waiting times anymore, resulting in an overall increase of customer satisfaction. As our international customer base continues to grow, we are looking to implement another bot.

- During the last years that we are working together with e-bot7, the solution has been implemented with many different setups and configurations in our system environment. Using and training the bot is incredibly easy, even for non-tech employees. The support and commitment from e-bot7 is great and they shaped our chatbot journey from the very beginning.

- Initially, we had some issues with integrating the solution into our CRM system, but e-bot7 was very supportive and solved the issue quickly.

- We are now able to offer our customers 24/7 customer service. Furthermore, repetitive questions are now automated so that our agents can focus on more complex tasks. We are continuing to realize benefits soon as we are implementing further chatbots with different languages to also handle international requests.

We have been using the e-bot7 solution for over 1 year now. The following points are very nice: - Easy to use interface and set-up - Very good understanding of the user intents - Ability to create multiple chatbots inside one organisation - Easy set up of complex automation dialogues - Integrated into various different channels Apart from the points above I really liked the following: - Quick and efficient support from the e-bot7 customer success team - Quick onboarding due to the Low-Code / No-Code environment

At first our user's needed to get used to the automation solution. The e-bot7 team explained to us how the solution can be branded to increase the user adoption. It was interesting to see the increase in NPS after the adjustment.

We are solving the following problems: - Automating Customer Support Inquiries - Offering 24/7 Service (before it was 12 hours) - Helping customers getting an answer quickly - Supporting the Customer Service team to get less requests

- Fast and easy to implement - Great UX and UI for our Support Agents - Algorithms understand the intents well - Agent+AI hybrid mode enables training during the operational use - Can be integrated into various channels

- We had one incident wehere we waited 26 hours for a reply. I know that this is not part of our pricing plan but would have been nice. After telling the team, they increased their responsiveness.

- Automating Customer Service Inquiries on our Website and in WhatsApp - Augmenting Agents through the AI - Helping customers to get answers quickly

Connectivity is fast and easy to integrate

No customization of fields we can pass, only very few fields and those are too restricted in auth flow

LiveChat engagement for Customer Support

Very good for having numerous chats open at once, easy access to canned responses, help and support.

Could have a few more features for staff

Selling is made simple by managing through different pages providing reliable and trustworthy bits of information for clients.

Liveperson or liveengage is what we used at work as our chat software. The software is laidback to use. Not only that but you are able to co-browse with customers. That’s my favorite feature.

There isn’t much that I dislike about Liveperson. I will say that it is kinda hard to customize rules and you have to go through a bunch of steps. Other than that it works well

connecting with users

Great for sales, as you can invite onsite customers while they navigate your company's website. When our company had problems with their phone lines and needed a way to communicate with our members LiveEngage stepped up and made that possible is a very short period of time. It is web-based and easy to use the chat function. Their customer service is fantastic!

It goes down quite often. Reporting could be more efficient.

Efficient communication with my clients.

I primarily use it to audit reps at my job. I like that it's easy to search for specific agents at specific times.

I somewhat dislike the new format of the website.

I use LiveEngage to make sure reps are performing their tasks appropriately. I found that it makes it easy to perform my own tasks.

That it gives instant access to those needing immediate assistance with technical issues. We are able to limit the amount of time people are on the phones

nothing off the top of my head, as far as it has been used we have not had any pressing issues that I am aware of

Technical Support in real time, People expect instant gratification so this product allows us to offer this to clients

I have used Live person for over 10 years! very easy to set up and use.

integration was tricky with CRMs and other databases but that was with our in house team

Sales and Customer Service

Ease of implementing the tool on Mobile and Web

About every other week there is an outage. LP provides constant updates but the outage impacts users

Any support ourt banking users need.

All the relevant information is always handy. The activity audit is shown in real time with no delays. Very easy and simple to use for everyone, from supervisors to agents.

There is not something I would dislike about this product. Is actually sad that the company I work for had to migrate to another platform, as this was an excellent one.

By the time I was using LiveEngage, I was able to monitor agents in real-time, view their offline activities, and automatically calculate the amount of worked hours. This was very convenient at the moment of sending reports about productivity.

Great customer support and advice on how to improve the messaging experience for our agents and customers by understanding our business and how we operate. Our customer support manager and tech lead and very accomodating, really approachable and always willing to help.

Very occasionally, I think their internal teams (tech) can communicate better, especially when resolving faults, however, on the whole these are handled well/quickly and our direct contacts are so helpful and easy to work with.

To enable our customers to continue a digital experience when they need to connect to an agent and this is their channel of choice!

After implementing the solution, our agents were ready to start using the platform right away, thanks to the great onboarding and intuitive platform. The Analytics Dashboard is very insightful and gives us a good understanding of how helpful the chat feature is. This use case is definitely paying off, with a large proportion of our customers using the service. We have recently decided to implement a lead qualification bot, quite curious about the first results.

Limited possibilities to customize design.

We have provided our customers with another touchpoint through which they can receive instant 24/7 customer service. This allows us to cut costs as well as to cope with a large number of requests. Also, we are hoping to boost sales with e-bot7 very soon.

Its easy to setup and create your question and answers. The contextual dialogues are also great to take customers through a proccess of questions to get the correct answer.

The resporting on customer questions isn't as comprehensive as we would like.

We can fulfil customer questions out of hours.

e-bot7 offers a great solution that allows us to provide customer service around the clock. Especially in our industry competitive pressure is high, so we decided to differentiate ourselves through customer service due to the high number of customer requests - customer service automation plays a big role. What we like most is the substantial reduction in the average processing time of customer requests as well as the super supportive e-bot7 team.

We have not faced any larger issues that we can comment on, yet we are waiting for the implementation of smaller improvements.

We are now able to handle customer requests more efficiently without having to utilize additional internal resources. This not only reduces our customer service costs, but also increases customer satisfaction by helping them directly.

easy to use. my business people are very happy with the ease of use

some more options, in first place for exporting complex workflows

internal chatbot communication

Flexibility on how you can setup the system Mixture of AI and live chat support Easiness of setting up a bot

There is not a lot that I dislike. They are working hard on improving the tool. Sometimes it's hard to understand what's the "magic" behind AI

Improved customer satisfaction. People like to answer questions like forms in a contextual format rather than in a form.

easy setup, nice integrations, continuous improvement of the platform, nice contacts, great insight into usage, help with troubleshooting, pretty soon the bot is functional, relies on quality data and structure of content You start to be really happy about every user question the bot answers alone.

learning mechanisms remain a bit intransparent, which leads to mistakes in training, interface needs some work (but is getting it), having multiple bots is tricky to maintain when content changes or needs to be adapted. Overall platform is a bit slow but the bot itself is fast.

We use it as a customer care bot, so customers are guided to provide all details about their problems which saves endless threads of back and forth for our support agents. You as creator are responsible for structuring the bot knowledge to keep in mind what the bot can or cannot do, so you need to know what use cases the bot should be able to handle and how to do them. Have a vision about the language the bot speaks (brand voice) and allow the customer to freely engage with the bot. We use it to give information, to show tutorials, to give tipps&tricks about our product and to collect all information about specific user problems in a way that checks if all information necessary to solve the customer problem is present before bundling the information and sending it off to the Customer Care Team to solve. By providing structure to these type of tickets, the average handling time decreased significantly. Overall it also reduced the amount of tickets in total because the bot can solve inquiries without any human interaction too. A real timesaver and it also forces you to keep your knowledge structured. Depending on complexity of content, frequency of content changes, and overall improvement process or finding potential optimizations I recommend 1 person to oversee implementation and structure (can be done part time)