LivePerson Reviews & Product Details

- During the last years that we are working together with e-bot7, the solution has been implemented with many different setups and configurations in our system environment. Using and training the bot is incredibly easy, even for non-tech employees. The support and commitment from e-bot7 is great and they shaped our chatbot journey from the very beginning.

- Initially, we had some issues with integrating the solution into our CRM system, but e-bot7 was very supportive and solved the issue quickly.

- We are now able to offer our customers 24/7 customer service. Furthermore, repetitive questions are now automated so that our agents can focus on more complex tasks. We are continuing to realize benefits soon as we are implementing further chatbots with different languages to also handle international requests.

We have been using the e-bot7 solution for over 1 year now. The following points are very nice: - Easy to use interface and set-up - Very good understanding of the user intents - Ability to create multiple chatbots inside one organisation - Easy set up of complex automation dialogues - Integrated into various different channels Apart from the points above I really liked the following: - Quick and efficient support from the e-bot7 customer success team - Quick onboarding due to the Low-Code / No-Code environment

At first our user's needed to get used to the automation solution. The e-bot7 team explained to us how the solution can be branded to increase the user adoption. It was interesting to see the increase in NPS after the adjustment.

We are solving the following problems: - Automating Customer Support Inquiries - Offering 24/7 Service (before it was 12 hours) - Helping customers getting an answer quickly - Supporting the Customer Service team to get less requests

- Fast and easy to implement - Great UX and UI for our Support Agents - Algorithms understand the intents well - Agent+AI hybrid mode enables training during the operational use - Can be integrated into various channels

- We had one incident wehere we waited 26 hours for a reply. I know that this is not part of our pricing plan but would have been nice. After telling the team, they increased their responsiveness.

- Automating Customer Service Inquiries on our Website and in WhatsApp - Augmenting Agents through the AI - Helping customers to get answers quickly

Connectivity is fast and easy to integrate

No customization of fields we can pass, only very few fields and those are too restricted in auth flow

LiveChat engagement for Customer Support

I have used Live person for over 10 years! very easy to set up and use.

integration was tricky with CRMs and other databases but that was with our in house team

Sales and Customer Service

Ease of implementing the tool on Mobile and Web

About every other week there is an outage. LP provides constant updates but the outage impacts users

Any support ourt banking users need.

All the relevant information is always handy. The activity audit is shown in real time with no delays. Very easy and simple to use for everyone, from supervisors to agents.

There is not something I would dislike about this product. Is actually sad that the company I work for had to migrate to another platform, as this was an excellent one.

By the time I was using LiveEngage, I was able to monitor agents in real-time, view their offline activities, and automatically calculate the amount of worked hours. This was very convenient at the moment of sending reports about productivity.

After implementing the solution, our agents were ready to start using the platform right away, thanks to the great onboarding and intuitive platform. The Analytics Dashboard is very insightful and gives us a good understanding of how helpful the chat feature is. This use case is definitely paying off, with a large proportion of our customers using the service. We have recently decided to implement a lead qualification bot, quite curious about the first results.

Limited possibilities to customize design.

We have provided our customers with another touchpoint through which they can receive instant 24/7 customer service. This allows us to cut costs as well as to cope with a large number of requests. Also, we are hoping to boost sales with e-bot7 very soon.

e-bot7 offers a great solution that allows us to provide customer service around the clock. Especially in our industry competitive pressure is high, so we decided to differentiate ourselves through customer service due to the high number of customer requests - customer service automation plays a big role. What we like most is the substantial reduction in the average processing time of customer requests as well as the super supportive e-bot7 team.

We have not faced any larger issues that we can comment on, yet we are waiting for the implementation of smaller improvements.

We are now able to handle customer requests more efficiently without having to utilize additional internal resources. This not only reduces our customer service costs, but also increases customer satisfaction by helping them directly.

easy setup, nice integrations, continuous improvement of the platform, nice contacts, great insight into usage, help with troubleshooting, pretty soon the bot is functional, relies on quality data and structure of content You start to be really happy about every user question the bot answers alone.

learning mechanisms remain a bit intransparent, which leads to mistakes in training, interface needs some work (but is getting it), having multiple bots is tricky to maintain when content changes or needs to be adapted. Overall platform is a bit slow but the bot itself is fast.

We use it as a customer care bot, so customers are guided to provide all details about their problems which saves endless threads of back and forth for our support agents. You as creator are responsible for structuring the bot knowledge to keep in mind what the bot can or cannot do, so you need to know what use cases the bot should be able to handle and how to do them. Have a vision about the language the bot speaks (brand voice) and allow the customer to freely engage with the bot. We use it to give information, to show tutorials, to give tipps&tricks about our product and to collect all information about specific user problems in a way that checks if all information necessary to solve the customer problem is present before bundling the information and sending it off to the Customer Care Team to solve. By providing structure to these type of tickets, the average handling time decreased significantly. Overall it also reduced the amount of tickets in total because the bot can solve inquiries without any human interaction too. A real timesaver and it also forces you to keep your knowledge structured. Depending on complexity of content, frequency of content changes, and overall improvement process or finding potential optimizations I recommend 1 person to oversee implementation and structure (can be done part time)

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 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.

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

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.

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

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.