LivePerson Reviews: 4.2/5 — Solid Choice

LP chatbots can handle a wide range of customer request, from basic to complex questions. Its very easy to use, easy to configure and allow us to customize according to our needs. It also provide us with analytics and reporting features that allow us to use this data to improve our customer service.

It can be confusing at first, but following the documentation will not be a problem.

We are currently working on implementing a thrid party to improve our customer service.

Easy to use, straight forward. Chat facility is good.

I have no complaints about the system...

I use the system to obtain performance data (i.e. number of people using the facility)

As a long time customer it’s great to see the brand go from strength to strength, in particular the new pod support structure has really helped to drive better business outcomes, ensuring projects are consistently delivered in a timely manner thanks to a high quality dedicated team of engineers. In parallel the new Next Gen Products (Report Centre, Co Pilot) are empowering us to create new solutions for our brand fit the future.

Having worked closely with LivePerson now for 4 years I can't fault the product or service in that time.

LivePerson has helped us deliver an omnichannel messaging solution that not only benefits us as a business but our customers greatly as well. we have been able to consolidate all of our messaging into one platform.

LivePerson has been a helpful platform. It sure has made our operation different. All of its AI features have made our daily tasks easy and the team behind this has made all these processes to automation super easy for us.

There could be some improvements within the platform, certain features that currently we don't have. Such as alerts in some intents or some kind of alert when we have chats stuck in queue or something is not right in one of our regular metrics.

AI features such as Intent Analyzer or AI Annotations are helping a lot. We can see in real-time what are our pain points at the moment, what are our main reasons for contact and what we can improve following what we are seeing live in the chat. With Of course our chatbots built under the guidance of the LP team, are routing to the right skills and also helping and taking care of a percentage of our customers.

We are connected with our customers where and when our customers want to reach us

Its very moduled based pricing rather than offering all features.

Our CS scores have improved when it comes to Digital CS and also we can reach all digital customers on their prefered channels,

LivePerson has allowed me to put all my communication channels with customers in one easy to manage software. The chat program has increased my sales signficantly.

I don't particulary dislike anything about LivePerson. I will say it is not out of the box intuitive. It requires some time to train and practice.

LivePerson puts all communication into a system I can track, QA, and process improve. I also enjoy the Proactive messaging features as well as the AI offering.

I just recently joined the team to help migrate our current system to Messaging. We could not have had such a successful launch without the support team assigned to us at LivePerson. Everyone is so knowledgeable and gives great recommendations.

At times the platform is not as intuitive as you would think, but the Admin Guide does help and if all else fails I have a wonderful CSM.

Right now we hope to bring our E-commerce up to speed with LivePerson.

The ability to proactively reach our customers to answer their questions and help resolve their issues.

Some small limitations on preconfigured text and autoresponses.

Customer Support and Sales

I have enjoyed working with the various LivePerson platforms as well as the Account teams and Leaders within the company. I have worked with multiple different chat/messaging platforms and I appreciate the differences I see available in the LivePerson platform.

I have had issues with some limitations with reporting in the past, but it has become much better. I appreciate the focus on new functionality, which also comes with learning curves. I have worked with both LivePerson's chat and messaging platform and I do miss some of the previous features.

LivePerson is helping us meet our customers digitally and assisting us in evolving our online presence into a user friendly Omni experience.

How adaptable Live Person and Richard is at working with us to deliver

reporting restrictions at times for example, bot journey insight

proactive communication, this is resolving our issue around lack of contact with customers when we try and outbound dial

The features and different integrations LivePerson has with SMS and other messaging channels.

Not much/if anything I don't like. It's been a great experience overall.

Being able to easily and with minimal friction connect our customers with live chat agents.

Innovative, fast, long term excellence, excellent customer support.

I think the software is easy to use and easy to set up

I implemented a chat bot for FAQs

E-bot7 is truly language agnostic. We can use the tool for customer service operations in both English and German.

Our partners very quickly got into the tricky situation that their customer service agents have less work to do. Tough decisions needed to be made.

We’ve implemented a leaner customer service process with our e-bot7. We are able reduce the time to resolution dramatically and increase accuracy.

Easy to use platform, very short delay from setup to go live and great support from e-Bot7 technical team

Lack of connectors to consume custom APIs and Services

We can develop easily simple conversion funnels and propose great customer self-care

Der Kundenfreundliche Support durch das komplette e-Bot7 Team bei Fragen ist unschlagbar gut.

Uns gefällt eigentlich alles an e-Bot 7.

Wir haben einen weiteren Kanal für den Kundenservice hierdurch eröffnet um automatisierte Antworten auf Standardfragen zu generieren.

Very good support with fast and individual help

It doesn't support every Platform, like Twitter.

There are some issues regarding the assignment of chats.

For us, the implementation of e-bot7's solution was long overdue and without alternative after it was recommended to us by one of our partners. We have compared e-bot7 with other providers and do not regret our decision at all. Everything so far has gone off without a hitch and super professionally: The solution has been implemented after only about two weeks and it perfectly integrates into our customer service ecosystem. No technical knowledge is needed to operate the console and build bots. The great majority of our customers use this additional touchpoint to have their requests resolved. Thanks e-bot7!

Nothing to complain about. The product gets improved with updates being rolled out on a frequent basis - e-bot7 has great potential.

With e-bot7, we have responded to the increased demands of our customers: 24/7 support without long waiting time through customer service automation. We do receive very positive feedback from our customers!

With e-bot7, we have changed the way how we interact with our customers. The solution allows us to have instant interaction with our customers to provide support as well as market our services and products.

We haven't discovered any larger downsides yet; notifications within the platform could be improved though. Other than that, all fine.

Resolving customer issues 24/7 - our customer base grew strongly in the past months. Most importantly, we have experienced a significant reduction of our e-mail and call volumes and reduced overall wait times by about 65%.

In general, e-bot7’s software is a great way to improve your contact center in customer service. Its intuitive use even allows non-coders to leverage the advantages of an AI-driven solution and hence can be seen as a great first initiative into this field for your business. With the help of the console, we easily and quickly set-up our first bots and trained them with the input by our customers. Afterwards, we use the possibility of iterating our bot logics and profited from the support of e-bot7’s helpful customer service. In our experience, ebot7 not only helped with solving the issues we addressed but they even come up with new ideas and advice for improvement proactively. Hereby worth a mention is also e-bot7’s helpcenter with handbooks and tutorials to help yourself in the first place. All in all, e-bot7 tries to establish a long-term and mutual partnership with your company instead of only focusing on quick future SaaS revenues.

The outcome of e-bot7’s chatbot solution was very dependent on our own set-up knowledge base as well as the willingness of our contact center agents to improve the automation of the bots. Especially in the beginning, we therefore had some downsides in our solution until every party involved grooved in and aligned with each other. Furthermore, we had a couple of long waiting periods for our customized technical extensions for our individual solution.

Here are just some figures we realized: - Opening of the channel Chat next to telephony & e-mail - 70% automation of all messages - 25-60% of all requests now come through the chat channel

The implementation of e-bot7's solution ran smoothly. Most valuable for us, however, is the great relationship with e-bot7, especially the Customer Success Team. Through their extensive experience with customers from various industries they have a great expertise that they use to guide our decisions and provide valuable insights to take our customer service to the next level.

At the beginning we lacked internal resources to implement the solution as scheduled. We didn't think that the implementation and go-live would happen so quickly.

-No longer waiting times for our customers anymore due to automation -Great experience for our customers -Convenient tool for our agents which significantly reduces their workload

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.