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LivePerson Reviews: 4.2/5 — Solid Choice
LIvePerson is a live chat software that is backed by powerful AI customer engagement solutions that let businesses have conversations that help engage customers seamlessly. With LivePerson, brands can help manage better interaction with customers while minimizing customer care overhead and facilitating better sales.
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| Deployment | Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
E-bot7's solution not only significantly reduces the workload of our customer service team, but also frees our customers from the trouble of having to contact or agents with their requests. The quick responses and the fact that customers often times think that they are talking to a real person is quite impressive. Another great benefit is the very user-friendly interface - so far, we have tried different services and found e-bot7's solution to be the most intuitive one. It is a low code environment so it can be used by our service teams.
In the beginning, the solution sometimes incorrectly recognized the customer question / problem, which our customers get mad about. After a while it trains the new requests and optimizes itself. This is really helpful but I guess also the AI that lies underneath the system.
Our company went through a tremendous growth with a constantly growing customer base, which is why e-bot7's solution provides enormous benefit to us through the ability to handle a vast number of customer requests simultaneousy as well as the reduction of our customer service team's workload.
The user console is very intuitive and real chat data and the bot gets trained automatically without manual effort. It is awesome that everyone in our company can use the console, even colleagues that do not have a tech background, it is so easy. Our use case has been implemented faster than expected with results that we desired. This is the work of the great e-bot7 team!
Sometimes, the chatbot's confidence level is comparably low when dealing with synonyms. That's feedback we have provided e-bot7 with, they are currently looking into this issue.
We realized that a large proportion of our customers demand customer service outside of our office hours. This is solved by e-bot7's chatbot, which provides 24/7 support and is able to answer a large number of requests. Our customers highly appreciate the automation.
The following we like most about the e-bot7 chatbot: -User experience with the dashboard is great, incl. tools to both receive insights about conversations and create content for replies -Customer Success team is super helpful and always available, they strive to get the use cases implemented asap -Seamless integration to our Customer Service platform
Some processes require a little too much manual work, e.g., reporting the performance of the chatbot.
The e-bot7 chatbot significantly reduces the workload of our customer service agents which turns out to be beneficial for both our agents and our customers since they receive support instantly.
The cooperation with e-bot7 has been running smoothly and has been marked by success so far. They follow a customer-centric approach, which makes us feel we are always put first. The outcomes of the use cases do currently exceed our expectations and we are looking forward to the next months to jointly scale our customer service operations.
Bugs occur once in a while, but are directly removed by e-bot7. Otherwise, there is nothing to note.
Significant decrease of customers' waiting time to have their requests solved (this was one of the main reasons to work with e-bot7 as we received customer complaints in this context).
The solution of e-bot7 provides great benefits both for our customers and our agents: -Customers save precious time since they do not need to reach out to our agents anymore, when dealing with repetitive requests -Due to the service's human touch, customers sometimes think they are communicating with a real person -The service reduces the workload of our agents, so that they can focus on more complex requests -Very user-friendly interface (the most easy one we came across so far)
There were some issues in the beginning such as the chatbot recognizing customers' issues wrongly. However, e-bot7 was very supportive and helped training the bot which solved the problem.
Recently, we saw our customer base growing and expect a further increase in the near future. With e-bot7's solution we are able to cope with the rising number of customer requests and, at the same time, provide shorter processing times.
We are working with e-bot7 since 09/2018 and I can provide a few insights why we recently extended the contract: 1) Back then, a key reason was that the chatbot was able to serve our Japanese customers 2) A large implementation project was not required as the solution is designed to be implemented easily and quickly, and the console to manage the chatbot is quite intuitive 3) The support we receive from the Customer Success team is amazing. They are working hard to promptly solve any issues we have
There is nothing really to say here; we are happy with e-bot7 and the platform, overall.
The solution enables us to serve our multinational customers 24/7 without deploying additional internal resources. Hence, customers’ waiting time for answers has decreased to mere seconds without adversely affecting support quality.
Guys at e-bot7 are very solution orientated. No matter what issue we had, we always got their support immediately. Very nice people and good to work with. Higly recommandable.
nothing to say so far. can't remember one situation where anything was not alright.
The solution from e-bot7 helped us, to lower our staff effort to answer customer requests which repeatedly got in on the same topics. we also innovated the work on our incoming customer channels.
With e-bot7's user-friendly interface it is very easy for our agents to create new answers. Multi-channel compatability is provided (e.g. WhatsApp and Facebook Messenger). Besides, the dashboard, especially the included analytics view is of great help to us as our agents's work efficiency is increased through better data insights. Frequent updates are rolled-out, including explanations of the developer(s) as well as examples of best use cases.
Initially, we experienced some issues with bugs that made the solution not run well; however, they have been completely solved over time.
With e-bot7 we improve the customer experience as follows: -24/7 customer service -Significant reduction of waiting and handling time -Proactively determining customers' problems / questions. This, in turn, made us increase our NPS by 22%.
With Plug & Play you can start directly and don't need any coding skills
The knowledge base is very intensive to fill
It's great to have 24/7 support and the dashboard is quite clear.
eBot7 combines complexity with simple and very fast operation, the program interface is very user friendly. The possibilities of artificial intelligence allow many functions in Chatbot.
We would like to see more active voice support.
With the eBot7 solution we manage to be there for our customers 24 hours a day. We can win new customers and provide information very quickly. It is possible to be very creative with our customers and to develop and improve the system continuously through AI.