LivePerson Reviews & Product Details

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.

The Customer Successs Manager relationship

Some inconsistent messages/advice from different colleagues

Issues with reporting

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.

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.

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

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.

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.

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.