LivePerson Reviews: 4.2/5 — Solid Choice

LivePerson was a good platform for a smaller organization and the visuals were appealing.

We are a multi-brand incubator and need to be able to group chats into each brand as they come in so that we do not contaminate brands and use verbiage not consistent with each brand. LivePerson did not allow us to do this, so it was detrimental to the agents using the platform.

We no longer use LivePerson, we now use ZenDesk.

The interface is very pretty, and the chat performs well. I love the mobile app that allows you to take chats on the road. The reports are not customizeable, but export pretty well to PDFs for easy reporting to management or representatives.

The onboarding, service, and support that I received from LivePerson left a lot to be desired.. The platform is pretty buggy, and many of the issues that we identified and communicated months ago have still not been fixed. As for the platform itself, it serves the purpose it was meant to, but many of the reporting features do not work. The chat export function is useless - it only exports to a rigid XML file, which adds some hurdles when trying to share chat insights with other stakeholders. The platform has an A/B testing feature, but does limits your testing audience to 95% of visits, leaving 5% of visitors unengaged.

We use live chat as an alternate form of contact for potential customers who want an immediate response, but don't want to call. We generate an additional 100+ leads/mo from live chat as a whole.

Simple implementation and intuitive user interface. You don't need to be a genius to get started.

Underwhelming customer support. Not responding to emails, dodging important questions about the robustness of their backend and security, and ultimately ignoring a request for confirmation of termination. Very poor performance from the product and legacy UX. Their location services placed colleagues in the wrong country. Their analytics did not match several other products we have connected to our website. These issues raised serious questions about the product, questions which were never answered by the company. A planned 1.5 month trial was cancelled after 1.5 weeks due to overwhelming evidence that LiveEngage is not a company that one should partner with.

No problems were solved with LiveEngage. No benefits were gained from LivePerson.

It is a good platform and if implemented correctly it could have been great for us.

The implementation process was from the start. The Implementation manager would not attend meetings or would be late, we did not launch on time and the functionality when launched sub-par.

We were trying to answer FAQs that and promote events during our season. Liveperson had great benefits to solve our business needs

The ability to segment traffic and target visitors in different stages of the sales funnel. You can set up campaigns with almost any trigger points that you can think of.

The "upgrade" to LiveEngage (from LivePerson) dropped a number of key features. One feature we heavily utilized was direct linking to chat. Over time the platform has become a lot less stable with service interruptions occurring multiple times every month. In many cases their script will become unresponsive causing our ecommerce site to hang, and for this reason we opted to link directly to chat in a pop up window rather than utilize their scripts. Support for this feature was dropped recently so we've now moved on to a more stable live chat platform where we can utilize tracking scripts and we haven't had any issues with downtime. When reaching out to cancel our month to month engagement we were notified that a 90-day notice needed to be given to terminate an account. We don't remember agreeing to this (we've used this service for over 5 years) and when asked to present the "digital signature" that they claim to have received from us approving these terms, they indicated that they can make adjustments to the EULA at any point and our "agreement" to these new terms is based on whether we continue to use the service, and not our acceptance to the new terms.

This was originally meant to be a simple way for customers to communicate with us through a new channel. It's turned out to be a great way to help move shoppers along through the sales funnel via segmentation based on page views, time on a particular page, etc. We've gone from simply having a Live Chat link on our site to being able to actively target and invite potential customers to chat based on the actions they've taken on our site.

There old product work ok some of the time.

They decided, without warning, to end of life the version that we were on. Granted there old platform was somewhat limited in terms of functionality. They told us two months before the EOL date. We had built an integration in our CRM so the short notice was a major problem. It would have require us to drop several other IT projects to accommodate them. As a result, we decide to look at other chat options. We found that there is a large number of better platforms that were easier implement, more user friendly and a lot less expensive. The LivePerson team have acted like jilted lovers when we told them that we were not renewing; resorting to extortion tactics. I have never worked with a more unfriendly vendor in my 25+ years of career. We are, as of this month, no longer a customer.

We used the platform to answer incoming chats for our sales and support team.

Nothing really. The company is terrible, and it's people are terrible. If there were a worst company award, it would likely go to these people.

Their software rarely works to do anything more complex than have a basic chat box. Their administrative software also has lots of bugs. Every time I chat with technical support to try and resolve these issues, they cut me off mid sentence to transfer me around and are often extremely rude, even abusive.

None. They're terrible.

I liked the old platform the best. It was easy to use, and we were able to reach out quickly and easily to each prospect.

The new platform - Could not reach out to the client or prospect very easily. The campaign creation portion of the platform slowed down the process, and made it difficult to reach website visitors. The old platform made it easy to click on a specific user, and immediately begin a chat box with them.

Filling the sales pipeline.