LivePerson Reviews & Product Details

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.

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

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!

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.

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.

I liked how easy it was to have multiple chats open at a time. Easy to keep track of who I'm speaking with and easy to send them links and documents. I even liked the color scheme to highlight which chats needed attention and which were idle. I also liked how we could extract information from the chatter before the chat even started. This helped me to keep track of who was in each chat, easily log the chatters information, and helped identify who the chatter was in case of disconnection.

I didn't like the client emotion reader, some words used may be negative, but that does not meant the client was unhappy. My company was unable to use the export feature to export the chat transcript. Sometimes it worked and it made our work so much easier, but other times we had to copy and paste the entire chat into our tracking system.

Helped monitor the amount of people available on chat and easily transfer chats to co-workers. Also helped with tracking to see if a client was chatting in a lot and we could identify the general need for the chat

LivePerson is a highly flexible tool with a lot of functionality that helps us in our lead acquisition efforts.

At times reaching support can be challenging. Seems to have downtime issues regularly.

Lead contact and acquisition efforts. This tool helps our prospects reach us in ways they are comfortable which in turn increases our lead conversion rates.

LivePerson is a very powerful and stable product.

They haven't updated their app UI in AGES. It feels pretty dated and cumbersome.

We are providing more leads to our sales reps through chat. We have been able to increase business on our venue sourcing product.

The best thing about this solution is that it allows you to be completely agile. Our ability to commit to changes quickly and efficiently and continue operations as BAU is a big win.

Real time analytics aren't deep enough. Permission roles could be more complex, allowing better access for groups without allowing "too much" access. Mobile experience not customizable enough.

Be where our customers are. This day in age, many would rather chat live then to be put on hold during a voice call.

I like the fact that you can have canned responses. It really quickens how fast you can respond to a customer. Another nice feature is the fast keys. For example, if a customer comes on, I only have to click F2 to answer the chat and then I only have to click F3 to go to the next chat response. That way I don't have to click the buttons on the mouse every time.

I don't like the history feature. It always gives me errors. I heard that other live chat systems can have you view the other customers screen and see what they have in their shopping cart. That function would be really helpful as often times customers don't tell you what product they are talking about right away.

This really helps with the quick answers. It is hard for problem customers or upset customers. It is really fast and easy for a customer who just has a question about a product.

Visitors can contact you immediately from your website to increase customer interaction and sales.

The pop up can be hard to see at times.

Quickly respond to customer needs.

I like that you are able to communicate with a company while working on something else. To me it is much easier than a phone call.

The only thing that I can say that I personally dislike is that you are unable to hear the tone of their response.

Customer service, We are able to assist a customer with the questions and concerns in a timely manner.

Lots to features, include geo coding that I like.

Not easy to implement and hard to manage.

Easy to engage with customer and API is great to implement

Simplistic view and ease of use for the end usr

Limited reporting and not great to look at it

In system support contact and stretching our support team by allowing them to cummincate with multiple customers at one time instead of a 1:1 ratio

I love the reporting. You can report on everything from the time an agent is online to the amount of time a particular skill is available. You can do individual reports on a single agent as well. There's so much information. I love that there are different options based on your company needs. For example, you can have agents select chats from the queue or you can have the chats automatically directed to the agent. We use the second option. It works fantastic for us! The other thing we like is that the system is a smart system and will change an agent's status based on their activity. It has been a really helpful tool!

I wish there was a way to export ALL the information using an API of some sort. Currently, we have to manually export all of the information. Also, there's a limit of 13 months of data and a limit of 30 days to capture a single report. I'd like to be able to run a report including data from all last year. Some other things I'd like to be able to do are fill out other reps agent surveys. Customer support via their online chat portal could use some improvement. I feel like they are not very knowledgeable on their own product. I would say more communication from the account manager instead of relying on the online support or either training the online chat support better in answering questions.

We are capturing any inbound leads from our website and providing customer service. Our business benefits in capturing those that may have not have contacted us via phone or email. It also provides a different approach to assisting our customers in making a decision on whether or not our company is a good fit. They really do enjoy the live chat experience.