LivePerson Reviews: 4.2/5 — Solid Choice

It has helped my business with web visitors based on activities such as the part of the site they visit, how long they spend there and their previous interaction.

Takes awhile to maximize the benefits of live engage. Cannot prioritize chats. Can only be taken in order received. Higher priority messages are sometimes waiting, causing issues.

I can login anywhere and be able to answer questions immediately. It’s a huge plus. I like that I can see what page customer is on when they’re chatting.

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

I like how comfortable it was to get use to and get thit feel of how it works.

I didn’t like the incoming chat tones that it had, would sometimes startle me

Being able to do multiple chats at once and enables us to help more people at a time

Ability to create robust library of canned responses. Solid back-end reporting that allowed us to track revenue generated by our live chat associates. Easy access to recent transcripts on the associate level. Ability to limit number of concurrent chats per associates.

Associate-facing format is boxy and not very digitally ergonomic. Data pulled from CRM to provide complete view of the customer was buried in interface and not easily accessible to assocaites.

Support customers via live chat on web and mobile. Drive revenue for the organization through Live 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.

Canned responses are useful as well as the ability to "see" who is on what page of our website at any given point of time. The "Leave a Message" function is helpful for when a representative is unavailable on LivePerson.

More robust reporting capabilities would be appreciated. Currently, we can only see chat transcripts for the past 30 days.

We can now offer live support to assist our grant applicants in filling out and submitting proposals.

The service is quite stable. I don't ever have to worry about if it is working or not.

They launched a new admin console that is incomplete. Some things have to be adjusted in the old console, while others require the new console.

Live support on our portal

Powerful control panel and admin console Visitor statistics that shows the user visits and the pages accessed helps the support staff Built-in WhatsApp integration supprort Additional modules to be integrated Support of voice and video calls from the chat solution

The response time is very poor on inquiries and the communication is not elaborative and clear. Short and unclear responses after a long delay are the major concern and risk at our end, which is affecting the great product they have. Absence of Arabic NLP feature is a drag. Hope this will be added in future.

Automating and assisting the contact center

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

Ease of use, ease of access to portal and billing information

No opinion- I am an account administrator

Helps our clients reach someone off hours when they need an answer to a support issue and it is not phone answering hours

I liked the ease of use and understanding. It had nice customizability so that I could make it my own "station" of sorts. Clean appearance, even if it did feel a bit dated.

As usual, there will always be glitches with technical products. This seemed to have the typical amount. There would be issues with getting kicked out of chat if too many agents were logged in, which is true of most applications. The alert sounds could get a bit annoying. It did look/feel a bit dated. Kind of AIM instant messenger-like.

This is a great tool to assist multiple clients/customers at once without having to get on a phone call. Over the phone, you can only handle one person at a time, but with chat you are able to assist as many as you can handle. It is an excellent option for customer service operations.

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.

LivePerson is very easy to use, user friendly and reporting information/available is very helpful!

A little archaic in the way it looks internally and additional reporting customizations should be available.

Real time Customer Service issues, complains, inquiries etc. and assisting several customers at once is VERY helpful in the Customer Service Dept.

I like the analytics and the support that comes with the product. Each account is assigned a program manager and that support is invaluable when first getting started.

Generally speaking, you need to have their deployment engineers make a rule change so as to ensure that change will not impact anything else. That can take up the program management hours and be more time consuming. Also, the user interface as an admin in many cases is not intuitive and you need learn how it works.

Not provided

The Customer Successs Manager relationship

Some inconsistent messages/advice from different colleagues

Issues with reporting

Allowed you to develop custom pre-written statements to send in chat and also multi-tasking is simple. It is also user friendly which is good.

Sometimes the system goes down and doesn't allow for quick start up after it does shut down.

Provides easily being able to track responses while also giving great feedback to your guests.

Live Person was ideal for creating/editing canned responses for automatic send out as well as re-assigning chats to other team members,

Very busy interface and wasn't the most user-friendly in terms of navigation. It was easy to push out links to web pages/PDF's as well as see what pages the prospect was currently viewing.

Chatting with prospective customers who were interested in learning more about the products/services we offered. It was easy to push out links to web pages/PDF's as well as see what pages the prospect was currently viewing.

I utilized the hot keys to keep working in a quick and efficient manner.

Sometimes LivePerson would disconnect abruptly which would affect the customer's satisfaction.

We used LivePerson/ Live Chat to reach customers in a different method-our website. We learned that many of our customers enjoyed this experience because it was available directly on our site and was easy to use.

The chat feature is easy to integrate to your website, and the system is powerful. We used this for several years and we didnt have any issues with it.

After doing some looking we found another program at a fraction of the cost with more features. After contacting Liveperson to cancel our account, they gave us a lot of push back and said we needed to give several months notice in order to cancel our account.

It allows you direct and easy communication with your customers, this allows you to answer their questions almost immediately leading to moreo orders

It’s a nice end user experience and convenient for a small team.

It’s very hard to set up and customize. Anything you need to do for reporting needs to fit nicely into their way of reporting on KPIs.

Opening up live chat as a customer service channel. It’s a nice platform to start with.

I like for the customer that it is easy for them to get an agent on the chat as quickly as possible.

I dislike how it is hard for me to use on the agent side. I couldn't figure anything out.

Having customers getting in touch with us quickly.

I liked how easy it was for my team to interact directly with contacts. Served as a solid prospecting tool.

New format made it much more difficult to reach out to a prospect.

We are aiming to generate new business for our company. Being able to speak directly to prospects was a huge benefit.

Interface, customizability, multi-user support

Couldn't download contact information from chats after the fact, even after working with support

Engaging leads before they even convert; supporting existing customers

Ease of use. The user interface is top-notch.

I wish it would run faster, can lag at times.

It has helped with quick connections with prospects.