LiveEngage REVIEW

LiveEngage is the leading chat and messaging solution, and one of the most popular providers of desktop and mobile messaging applications for over 20 years. It has been demonstrated that shifting voice calls over to mobile messaging slashes customer care costs by 48%.

LivePerson, the company behind LiveEngage, believes that every customer deserves a meaningful connection with a live person. Therefore, they aim to deploy digital messaging at scale to improve meaningful connections, while at the same time taking advantage of this cost savings. Using their platform, you can message consumers through the channel of their choice. Engagements can be set up anywhere and customized however you want. Customers can easily contact you or continue a conversation, wherever it’s most convenient for them.

Here are some of the benefits commonly associated to using LiveEngage:

Mobile & Web Messaging helps you stay connected, anytime, anywhere — The LiveEngage messaging app tells customers when they can receive a response. Certain customers can also mark their inquiries as urgent to have them handled more quickly. Voice callers such as VIPs or people with simple questions can be sent an SMS inviting them to jump to the front of the line to launch a mobile messaging conversation for faster service. Finally, your conversations are secure, as LiveEngage is a leader in security for cloud-based services, having more than 15 years of experience.

Customer Care Professional Features can run from any browser — Agent Workspace doesn’t require any complex installation or setup. All it takes is 4 minutes, and you can be up and running. You can work on the road as you can receive push notifications of incoming messages wherever you are. You can also open a secure Cobrowse session to help customers navigate a lengthy page or fill out a complex form. Information about consumers is shown side-by-side with the conversation. You can also view your own operational performance in real time through several KPIs.

Reporting & Analytics are delivered to you without having to search for it — LiveEngage data is presented in context, per person, per need. You can receive only the information relevant to you. You receive it automatically when you log in. No need to search, filter, sort, or download data, because it’s built directly into their workspace. For example, customer care professionals can see their daily operational KPI metrics, updated in real time, as they chat with their customers. Managers can also see the current KPIs relevant to their roles. Moreover, real-time operational APIs allows contact centers to merge live chat operational data and metrics with any channel.

Customer Satisfaction Scoring is done automatically. No need for surveys — Meaningful Connection Score (MCS) is an automated, unbiased way of measuring the relationship between customers and brands. You don’t need to rely on surveys. What it does is analyze the sum total of a customer’s interactions with a brand. Through a text analytics system and advanced natural language processing techniques customized for live chat, each sentence is then analyzed during a chat in real time. A score is then given, based on the sentiment of the entire conversation.

LiveEngage Pricing Plans:

LiveEngage offers two enterprise pricing plans: a Small Team Plan (for 1-5 users) and a Custom Plan (for more 5 users). It offers a limited Free Trial for 30 days (no credit card required).

Small Team Plan (15-day money back guarantee)

• 1 user = $49 per month
• 2 users = $94 per month
• 3 users = $139 per month
• 4 users = $179 per month
• 5 users =  $219 per month

Custom Plan

To get a custom quote for your company, please contact LivePerson directly.

Here is what’s included in both plans:

• Mobile and web messaging
• Robust reporting and analytics
• Real-time sentiment analysis
• Hot topics
• Smart agent routing
• Secure co-browsing
• Offsite engagements
• Accessibility