Live Chat, Messaging and Bots Solution Provider
4.5/5 (30 reviews)Pros
Liveengage is very intuitive and thus very easy to use. All of my helpdesk colleagues have no complaints making use of this helpdesk solution ,same for new agent recruits whom we recently introduced to use this.
I am able to monitor the number of web visitors on our website in real time ,and know their geographical location(this has helped the marketing department).I am able to know what part of the website a website visitor I am chatting with is at ,thus making it easy to better address their challenge.
Liveengage is also very mobile friendly ,and this has made it easy for web visitors accessing our website to have a good experience chatting with our helpdesk team.
Cons
Liveengage has been our trustworthy helpdesk solution for the last two year period. There is absolutely no complaint from my end.
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
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, the return on investment here is HUGE.
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.
Pros
LivePerson is great because I am able to login to my account anywhere and immediately answer any questions that customers have. We link LivePerson to our website and it is very successful, there is a blue button on all our web pages which makes it easy for anyone to live chat with us. My favorite feature of LivePerson is the ability to know what page a customer is on when they are chatting with us. When we market events and share job openings, it is important for me to know where these job seekers are on our website - that way we can better answer their questions.
Cons
The only thing I like least about the software is the timing mechanism when someone requests to chat. I would prefer for there to be no timer
Pros
We used LivePerson for several years, and didnt have any issues as far as the program and functionality. However we were able to find a new program that was a fraction of the cost and offered all the same features and more.
Cons
When we tried canceling our service with them, the customer service ignored several emails from us, and then tried to charge us for another 3 months of service even though we were not using them and paying month-to-month. In the end we had to fight it out with the credit card company
The best thing about LiveEngage is their customer support. When our company has experiencing phone troubles and needed a way to communicate with our members LiveEngage stepped up and made that possible is a very short period of time. Their customer support is outstanding.
Pros
The customer services is outstanding. It is web-based and easy to use the chat function. Training our staff took minimal time.
Cons
The reporting feature is cumbersome. Reports are not as easy to retrieve as they were in the old version. I think the report feature could use some enhancements.
We are able to easily and efficiently engage with our customers & clients and resolve issues without being on the phone.
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.
Pros
It is quite user friendly and the canned responses feature is quite useful. I have hardly faced any downtime with this software and when I do, it gets up and running in couple of hours. Our company business has grown along with the customer satisfaction because of this tool.
Cons
The UI design is quite old fashioned and can be upgraded to a more sleek and bright design. Apart from this I don't have any complaints.
Pros
The canned answer database and shortcut capabilities to send the available answers.
The ability for a supervisor to send a private message in the chat to the agent for them to copy and paste to their chatter.
Cons
Terrible customer service - we were charged for months after closing the account
Removal of desktop app
Drastic changes and updates without any warning or training
Greater customer engagement and improved CSAT.
Pros
Asynchronous device agnostic messaging and conversation threading are both excellent features. The upcoming integration with bots along with rich messaging capabilities provide for a rick communication experience which our customers love.
Cons
The only con I see in Live Engage is from an administrator perspective, the core customer information panels on the servicing screens can not be customized or removed which presents a bit of challenge as secondary custom panels need to written to overcome the deficiency which causes the precious screen real state to get wasted.
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
Providing customers with other ways of reaching out to our customer service
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
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.
Live Engage is the BEST out there! The software is easy to use and the staff is very knowledgeable. If you care about customer service, Live Engage is for you. Utilizing your staff, Live Engage makes it easy to track responses and give great feedback to your guests! Try it! You won't be disappointed!
Pros
Ease of use
Cons
None
Great program. Has been for years.
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.
Pros
Great way to have multiple employees respond to web inquiries, lowering call volume and non-sales lead form submissions.
Cons
Set up took some time and things on the back end aren't the most intuitive but their chat team is excellent about walking you though things, trouble shooting, etc with screenshots and such.
Pros
I've used this to get instant feedback from customers, and improve customer service. It gives a direct channel to speak and listen to customers.
Cons
Not many drawbacks - does what it says. and have been using it for a variety of sites for some time now....
Horrible usability, trying to set up a custom button, even though I was following a tutorial they wrote, the tutorial didn't match up with the real thing, turned out the tutorial was old (why not remove it from your site??)
Trying to figure out myself how to 1. find an up to date tutorial (practically an impossible mission through the maze of unclear web pages and unsuccessful searches) 2. just see if it is intuitive enough to do without tutorial (normally I am savvy enough to do this) but no.
Contacted customer support (which was also not really easy to find, had to go through the sales chat), even with their help it was a pain in the *ss. They were really helpful and friendly, the website and console is just a usability horror.
Pros
Customer support is responsive and friendly.
Cons
USABILITY! ahk
Pros
works well for smaller organizations, especially where there are application engineers as well as in person sales teams to make sure they're online when necessary
Cons
a little frustrating with the setup process, but it wasn't too bad. the user interface isn't terrible but I do see room for improvement.
we had live chat on our website for a test.
Pros
nothing really impressed me. I'm sure there are better live chat solutions out there that would most definitely have better customer support.
Cons
terrible customer support, a real pain to cancel the service...they continued to charge us even after the 90 day period from cancellation.
Rating breakdown
Likelihood to recommend
Great product and great support should you need anything ,was a funniest when it came to using some software but all I had to do was contact the support department and they plenty helpful. They even called me back to see if I was having problems.
Live chat makes it very easy for customers to engage with your support staff. LiveAgent is easy to install and configure. Setting up new agents and canned messages for quicker support is a breeze. Highly recommend!
I have used live person on many occasions and think it's great. The system is easy to use and offers very efficient communication.
Pros
Easy to use
Cons
Sometime goes down
Pros
The application, LivePerson makes it extremely easy and efficient for me to connect with customers for my ongoing business
Cons
The thing that i dislike most about the application, Liveperson, is that the graphic user interface can use a much needed update.
Liveengage has provided us with an effective medium to communicate with our clients. Thus we have greatly cut down on financial resource we spend maintaining telephone support, since most of our clients are very much comfortable contacting us via Liveenagege on our website.