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LiveEngage allows your customers, especially smartphone users, to engage with your brand. It also gives you the flexibility to communicate with your customers through your website, Gmail, Facebook, SMS or any other applications. The software ensures that every visitor gets to chat with the most suitable agent according to their needs, which enhances the level of customer satisfaction. With LiveEngage, your agents and bots can be active together in the same conversation window. The bots will handle all the repetitive tasks, while your agent will add the personal touch required to the conversation making customer interaction as effective as ever.
| Support | 24/7 (Live rep) Online | Customer Type | Freelancers Large Enterprises Medium Business Small Business |
| API | Contact | New York, NY | |
| Deployment | SaaS/Web/Cloud | Category | Live Chat Software |
Disclaimer: The pricing details were last updated on 10/04/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
The capacity to pull reports, set custom dates and channel is extraordinary. This aides effectively track measurements, for example, normal cooperation times, hold up times, and any relinquished collaborations. LiveEngage makes tending to client concerns fast and simple continuously. Client account subtleties shows when the interaction is taken. The best thing about LiveEngage is their client support,their client support is remarkable.
We sincerely scarcely ever have down time with the item. Suits our organization needs up until this point and is reliable.
It gives you an approach to communicate with clients continuously. Its integration and support is incredible, I recommend.
LiveEngage fills in as a connection between us and our clients. To my organization,it has empowered us fragment web guests dependent on exercises, for example, the piece of our site they visit,how long they spend on a specific page ,their past interactions with our service agents and so forth. LiveEngage high adaptability and usefulness has enormously streamlined our lead securing endeavors.
The opportunity to make/setup campaigns to our specifications,ease of execution into sites, the measure of data that we're ready to track of our client's makes this instrument helpful. It enables us to distinguish troubled clients with negative assessments and structure some extra/imaginative ideas for them.
It's a great deal of substance by the by, the stage is basic and easy to use. There's nothing we aversion of LiveEngage.
Incredible Product and administration. In the event that you are searching for a simple to utilize, practical and a drawing in stage that meets your business prerequisites to get progressively inbound leads, accomplish higher transformation and give palatable client experience to your clients, your hunt should finish at LiveEngage.
We use LiveEngage for online client administration, website backing and deals support. Having the capacity to see what number of individuals on our site at any given time,helps me know which urban areas our advertising is the most grounded and getting the most consideration and which urban communities are getting the least measure of consideration. It is anything but difficult to talk with individuals, they simply click a catch and I get informed. Along these lines, everyone of our clients gets their inquiries replied.
Pros: Simple to use, offers a lot of info (e.g. where the person is located, type of computer (OS, Windows) and city, State too. It easy to use with other reps and acts in almost in real time.
Cons: The interface is not intuitive, but needs to be revamped, a little outdated. The feature set is limited and more features would not hurt.
Overall: It is a great tool with prospects inquiring. Easy to engage and talk to customers about your product.
Pros: The LiveEngage provides platform for companies and independent freelancers to connect their clients directly. I've seen U.S. based retailers and financial institutions using this app to let their customers to chat with the customer service reps, and it was useful as i was able to take care of my concerns online instead of waiting on the phone for the actual person.
Cons: Design-wise, there's a room for improvement. Nowadays, the visuals for other chat platforms are becoming simple but it seems to me that LiveEngage still is sticking to the old-fashion look - with several buttons and small tabs.
I like how easy the interface is on LivePerson, we have been using this program for over 6 years now at our company and can honestly say it is the best chat tool to meet our business needs. We are a bank that services many different departments and LivePerson allows for streamlined reporting and monitoring for all our services.
I would like a different interface for the administrator to be able to view the active chats differently. Currently you have to click into each active chat and then you get a row of them on the bottom of the screen, it would be nice to be able to manage them more in a view.
This is a great chat tool for any company to utilize!
Our company currently uses LivePerson for online customer service, site support and sales support. The benefits to being able to chat with an agent are for our users who sometimes do not have the time to call in and can spend the time on chat verses the phone, these users genuinely give us higher rated feedback and like the online support.
I like the interface it is easy to use and type into. We have them fill out a pre survey to have their information handy
I dislike that the system will lag sometimes and sometimes people open up the chat window and never say anything and our policy we have to give them 7 mins to reply
Use it to have a different way of communicating
we give chat which gives the people that we talk to a chance to communicate when they can not talk on the phone or maybe they are deaf and this is one of the only ways they can communicate
Pros: The ability to pull reports is great. You can set custom dates and filter by specific departments if this software is being used by multiple departments. This helps easily track metrics such as average interaction times, wait times, and any abandoned interactions. This software also makes addressing customer concerns quick and easy in real time. Customer account details display when the interaction is taken.
Cons: The cons I saw with this software is the inability to prioritize chats or allow chats to be taken based on 'cherry-picking'. When you have paid support modals, the ability to be able to pull those interactions right away would be beneficial. You can only take interactions in the order that they are received in the queue. Support issues take a while to resolve.
by LivePerson on March 25, 2019
Thank you for your review! In regard to the con you specified, you should work with your account manager to set that up! We DO in fact offer a configuration where certain departments, agent groups, or specific agent can get priority in receiving messages. You can also set up messages that come into specific departments (ie. message coming into support department vs sales department) to be prioritized over others so that higher-urgency messages can be responded to before lower-priority messages! Please do reach out to your account manager to implement this :) Thank you for taking the time to leave us a review!
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.
Pros: Spellcheck. Easy to pull and editable pre-programmable custom texted.
The ability as an admin to invite leads to chat with ease and to view site traffic.
Great way to get open reviews on chat agents.
Cons: Nothing. Great program. Used in prior role extensively.
Overall: Great program. Has been for years.
Pros: The support. Live Person's support is second to none
Beautiful UI
Cons: Like all SAAS, you do get down time. Few and far between
Overall: Providing customers with other ways of reaching out to our customer service
