Home/Live Chat Software/LiveEngage
Updated on: April 18, 2019
What is LiveEngage ?
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LiveEngage - Live Chat Software : SaaSworthy.com
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LiveEngage

Impress your website visitors with LiveEngage
★★★★★
★★★★★
(78 Ratings) Write Review

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.

LiveEngage Features Show All Features

LiveEngage Technical details

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

LiveEngage Pricing

Pricing ModelFree Trial , Quotation Based
How much does LiveEngage cost ?
LiveEngage provides a custom pricing for their software.
Custom
Custom

LiveEngage plans are tailored to your business. Contact vendor to request pricing.

Main features

  • Mobile and web messaging
  • Robust reporting and analytics
  • Real-time sentiment analysis
  • Text analytics to find Hot topics
  • Smart agent routing
  • Secure co-browsing
  • Offsite engagements
  • Accessibility
Screenshot of the Vendor Pricing Page
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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.

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LiveEngage Reviews

OVERALL RATING
3.9
Based on 78 Rating(s)
Rating Distribution
  • 53
  • 13
  • 6
  • 3
  • 3
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Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 19 March 2019)
"Liveperson"

What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product

Use it to have a different way of communicating

What business problems are you solving with the product? What benefits have you realized?

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

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 19 March 2019)
Great software but could use some upgrades

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.

Vendor Response

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!

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 13 February 2019)
"Gain traction with web visitors "

What do you like best?

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

What do you dislike?

The pop up can be hard to see at times.

What business problems are you solving with the product? What benefits have you realized?

Quickly respond to customer needs.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 23 October 2018)
Great Program

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.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 16 October 2018)
Great tool for our reps who live chat to our customers

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

...more
Zenovia L.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 03 October 2018)
Live Engage

Pros: We use this at work and I really enjoy the easy functionality of the product. It is very easy to dock on the side of the screen and still be able to see all of the relevant information needed to conduct a chat. We honestly hardly ever have down time with the product.

Cons: There really are not any things at this time that I do not like about the product.

Overall: We are able to easily and efficiently engage with our customers & clients and resolve issues without being on the phone.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 24 September 2018)
Works seamlessly and has a great reputation in the industry

Pros: Works seamlessly. Integrates and plays well. Easy for operators to use. Full of data. Very easy for customers to use.

Cons: I have found nothing I do not like about this software. Used them for years until the price got a bit high for me.

...more
Thomas H.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 06 September 2018)
Gets better every day!

Pros: The introduction of automation and bots in the last 2 months has been absolutely HUGE for us. Our sales reps spend less time answering simple questions and more time closing deals and scheduling demos now. The FAQ bot we got set up with on our live chat window answers all of the most commonly asked questions now and it's been absolutely phenomenal. Customers get their answer, then agent jumps in bring in the sale.

Cons: The learning curve at first was a bit daunting, but in a few weeks you'll realize the analytics built into LiveEngage is second to none. You really need MCS for the agents to know when and if they should jump in to a conversation, in most cases, again, our FAQ bot handles all simple engagements, and then the agent jumps in to close the deal.

Overall: Overall, the return on investment here is HUGE.

...more
Basiirat A.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 25 August 2018)
A better way to connect with web visitors.

Pros: LiveEngage is very user friendly and this is the first quality I look out for in any software solution. It enables customization including HTML integration which makes it easy for organizations to personalize the kind of content which comes along with having LiveEngage on their website.
I like the real time monitoring feature which so makes it easy to know where every web visitor is at,on every given time.The customer support agents on LiveEngage is just an extra reason why I love this program , they are polite ,willing to help and are available at all times.

Cons: It takes a while and some in-house training for new users to effectively maximize the benefits of LiveEngage. However ,this tedious learning curve has an huge return on investment for every organization using LiveEngage.

Overall: LiveEngage serves as a connection between my organization and our customers. To my organization ,LiveEngage has gone beyond just being an help-desk solution , it has enabled us segment web visitors based on activities such as the part of our website they visit,how long they spend on a particular web page ,their past interaction with the help-desk team etc

...more
barbara u.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 10 August 2018)
The best software app ever

Pros: This gives me the ability to see all my hot keys on the right side of the box which makes life easier and very convenient

Cons: The ability not to see what the other end types before they send it out :D

...more
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Videos on LiveEngage Youtube Official Channel

LiveEngage Screenshots

LiveEngage Demo - liveperson
LiveEngage Demo - liveperson
LiveEngage Demo - liveperson
LiveEngage Demo - liveperson
LiveEngage Demo - liveperson
LiveEngage Demo - liveperson
LiveEngage Demo - liveperson

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Disclaimer

The research is compiled using multiple sources, let us know of any feedback on feedback@saasworthy.com