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LivePerson Review
What is LivePerson?
LivePerson is an AI-powered messaging platform that makes it easy for businesses to answer questions and complete transactions on SMS, Facebook Messenger, Apple Business Chat and WhatsApp along with your brand’s website or mobile app. It is considered one of the market leaders when it comes to real-time intelligent customer engagement.
The vendor started with the first chat patent more than two decades ago and after years in the industry, this company still provides comprehensive, robust solutions to aggregate, manage, and optimize chats across multiple digital channels. It is now trusted by over 18,000 companies for chat support software.
LivePerson aims to help businesses create meaningful and relevant connections with their customers. Their investment in real-time metrics, analytics, and a topnotch hosted platform makes this vision possible at scale. From the biggest enterprises around the world to small one-person businesses, their program has resulted in better order values, reduced support costs, and increased sales conversions of up to three times more than a standard website.
LivePerson is best known in the industry as the developer of LiveEngage, a popular messaging platform that allows businesses to talk with their website visitors on websites, mobile, as well as social networks real-time. Expertly engineered and fully equipped with powerful features, this platform has been the chat support software of choice for many global brands such as T-Mobile, The Home Depot, Sky, RBS, Citibank, and HSBC.
Show MoreOverview of LivePerson Benefits
LivePerson’s LiveEngage platform makes it easy for businesses to connect with their visitors whenever they need. Whether your visitors are browsing the site on a computer or even on a smartphone, LiveEngage automatically connects the customer dots of their journey from the website pages they visited to purchases they made. This allows you to better understand the visitor and determine how you can help. On top of that, LiveEngage provides a plethora of best-in-class features that let you improve your customer support efforts. Among them are:
Sophisticated Platform
Be it routing, tracking, or reporting, LiveEngage offers solutions that can easily be changed to suit any business. Its proprietary technology boosts customer service efforts through Hot Topics, a feature that uses specialized text analytics to identify topics customers talk about over and over; Meaningful Connection Score™, an algorithm that can be used on its own or with traditional CSAT methodologies to identify customer sentiment during real-time conversations; and a number of other tools. These features let businesses gain a better understanding of their customers.
Multiple Automation Options
When it comes to customer support automation, there is no one-size-fits-all solution. This is why LiveEngage provides an open platform with AI and a built-in automation option–one of the first to do so in the industry. This way, you can choose to utilize the built-in automation interface that comes with the software, integrate it with third-party bots, or create their own.
Advanced Routing and Scaling Capabilities
While most platforms route chats to whichever agent is free, LiveEngage has a Smart Capacity feature that weighs the frequency of exchanges before forwarding conversations. This advanced routing and scaling capability has an algorithm that prioritizes customers that reply quickly over those that let conversations sit idle. With this feature, you can maximize the time of each agent and make your chat operations all the more efficient.
In-Depth Reporting Ability
Having actionable insights is a crucial asset to any aspect of your business. To help you monitor the progress of your customer support efforts, LiveEngage offers in-depth reporting tools.
The platform provides users with both pre-built and customizable dashboards that contain everything you need to measure the success of your operations.
For managers, LiveEngage can view, sort, and filter operational metrics such as engagements, agent activity, and historical information. It also allows to track conversion rates and revenue by account or agent, allowing you to get concrete data on your return-on-investment from chat.
For agents, this platform offers summaries of their daily KPI metrics like completed engagements and average engagement length. This way, they can keep track of their productivity more easily.
Security
LivePerson serves a slew of well-known global insurance companies, banks, healthcare providers, telecom companies, and other firms globally. To help keep their customer data away from prying eyes, LiveEngage runs vulnerability assessments and proactive monitoring to ensure optimum physical security. The platform can even identify and mask sensitive data at transit and at rest.
Geo-Distributed Connections
The tool allows you to have super-fast interactions with customers with the help of geo-distributed connections that can put them in touch effectively with the closest data center. It has asynchronous loading, so the tool’s tag does not interfere with or create confusion in the rest of your page.
Campaign Personalization
LiveEngage allows users to create digital engagements in just under six minutes by building a personalized campaign in some easy steps: Choose a business goal, the target audience you seek, and the kind of engagement you want to use. You can target site visitors based on the following:
- Referral site
- Geo location
- Affiliate tracking
- Google Analytics segment
- Device
- New or returning visitors
- Website location
- Google AdWords campaign
Overview of LivePerson Features
- Super-fast interactions
- Asynchronous loading
- Geolocation
- Tailored customer experience
- Efficient site visitor targets
- Chat
- Personalized invitation
- Multiple languages
- Dashboards
- Videos and webinars
What Problems Will LivePerson Solve?
Problem #1: Limited Customer Support Agents
Assuming you have a limited number of agents but still wish to deliver fast responses, you can choose to automate certain parts of your operations. LiveEngage lets businesses securely manage conversations with customers using bots and human agents. During each interaction, your agents or bots will be given verified access to the customer’s information through an integration with a CRM system. This way, they can handle conversations according to the preferences of their customers.
For instance, you own a financial service company. If you get inquiries from customers about opening credit cards, applying for loans, tracking mortgage applications, or checking balances and transfers, you may program bots to answer them. This will help you give customers quick responses without having to mobilize agents who are better-suited to accommodate more complicated concerns.
Problem #2: Stagnant Sales and Conversions
Increasing sales and conversions as well as reducing cart abandonment relies on quality marketing strategies and high-performance customer support. Because LivePerson utilizes a combination of messaging bots and AI that you can integrate with your platform, it can help you make customer engagement much more efficient. You may deploy bots alongside humans to get lead information and reach out to customers proactively, boosting your campaign.
Problem #3: Delayed Response Times Due to Scattered Databases
Customers want answers to their inquiries, and they want it fast. However, this can sometimes pose as a challenge to those who store their billing and order status data in different databases. To prevent delayed response times, LivePerson can support billing and order management processes. This way, you can retrieve balance information, explain recent charges, track shipments, process orders, and even provide estimates without having to leave the platform.
LivePerson Position In Our Categories
Since companies have special business-related requirements, it is only rational they abstain from settling on an all-in-one, ideal solution. Nevertheless, it is hard to find such a software solution even among sought-after software systems. The reasonable step to undertake is to make a list of the various significant aspects which entail research including crucial features, price plans, skill competence of the users, business size, etc. Thereafter, you must perform the research comprehensively. Read some of these LivePerson analyses and check out the other solutions in your list more closely. Such all-encompassing research makes sure you take out poorly fit applications and choose the one which provides all the tools your business requires.
Position of LivePerson in our main categories:
TOP
20
LivePerson is one of the top 20 AI Software products
TOP
50
LivePerson is one of the 50 Customer Support Software products
TOP
50
LivePerson is one of the top 50 Help Desk Software products
Every organization has different requirements and needs a system that can be personalized for their size, kind of workers and clients, and the particular industry they are in. For these reasons, no software can proffer perfect features out-of-the-box. When you search a software system, first be sure what you want it for. Read some LivePerson Live Chat Software reviews and ask yourself do you need basic functionality or do you need advanced functionality? Are there any industry-specific functionalities that you are looking for? Obtain the answers to these queries to assist your search. There are plenty of aspects that you need to consider and these include your budget, specific business wants, your company size, integration needs etc. Take your time, check out a few free trials, and finally zero in on the system that provides all that you require to enhance your company effectiveness and productivity.
How Much Does LivePerson Cost?
LivePerson Pricing Plans:
Free Trial
Standard
$40/user/month
Premier
$90/user/month
Enterprise
By quote
What are LivePerson pricing details?
LivePerson Pricing Plans:
Free Trial
Standard
$40/user/month
Premier
$90/user/month
Enterprise
By quote
To determine pricing, LivePerson will work with you to identify what interactions are best suited for automation and which messaging channels should be enabled. Start by scheduling a meeting with an AI expert.
User Satisfaction
Positive Social Media Mentions
229
Negative Social Media Mentions
0
We realize that when you make a decision to buy a Live Chat Software it’s important not only to see how professionals evaluate it in their reviews, but also to check whether the actual clients and businesses that use these solutions are actually satisfied with the service. Because of that need we’ve designer our behavior-based Customer Satisfaction Algorithm™ that collects customer reviews, comments and LivePerson reviews across a vast range of social media sites. The data is then presented in an easy to understand form indicating how many customers had positive and negative experience with LivePerson. With that information available you should be equipped to make an informed buying choice that you won’t regret.
Video
Screenshots
Technical details
Devices Supported
- Windows
- Linux
- Android
- iPhone/iPad
- Mac
- Web-based
- Windows Mobile
Deployment
- Cloud Hosted
Language Support
- English
- Chinese
- German
- Japanese
- Spanish
- French
- Russian
- Italian
- Portugese
- Turkish
Pricing Model
- Monthly payment
- One-time payment
- Annual Subscription
- Quote-based
Customer Types
- Small Business
- Large Enterprises
- Medium Business
What Support Does This Vendor Offer?
- phone
- live support
- training
- tickets
What integrations are available for LivePerson?
- LivePerson IBM Plugin
- LivePerson hybris Plugin
- LivePerson Demandware plugin
- Share My Screen by VeriShow
- Chat Queue Video by Invodo
- Demandbase Targeting and Personalization Platform
- samesurf
- SayIt
- Creative Virtual V-Person
- nanoRep Customer Service Software
- Mobile Agent
- Watchitoo
- TA Vision Off Hour Representative
- WalkMe for LivePerson
- Question & Answer Widget
- Share File by VeriShow
- noHold
- Localayer (Verdata)
- IntelliResponse Virtual Agent
- tracx Social Media Management System
- ChatID
- Audio / Video Conferencing by VeriShow
- Salesforce Integration
- Mobile Commons
- empathy
- Smartlive Mobile
- SeeWhy
- SDL BeGlobal for LivePerson
- Geofluent
- BannerPlay
- RightAnswers Unified Knowledge Platform
- SpeakLike
- Lightbox Effect for Chat Invitation
- TurnTo
- Chat Translator by VeriShow
- Embedded Chat Window
- CPattern
- Customized Chat Window
- Zoomdata
- Rapleaf
- EU Cookie App
- Invodo
- Proactive Chat from Video by Invodo
- Barilliance eCommerce Personalization
- QUERYM
- Visitor’s Doc by VeriShow
- Apple iPhone Mobile Chat Sample
- Inteliwise
- Chat from Instant Messaging Applications
- Support Machine’s Automated Sales Agent
- Automated Sales Agent
- Android Mobile Chat Sample
- TA Vision Live Agent Filter
- Shared Shopping Cart
- Support Machines’ Automated Customer Service Agent
- Automated Customer Service Agent
- Personetics Virtual Agent
- Co-browsing by VeriShow
LivePerson User Reviews
LivePerson average rating:
5/5
Overall impression
5/5
Customer Support
4/5
Value for Money
4/5
Ease of Use
Write your own review of this product
ADD A REVIEWThe most favorable review
PROS: I love that the software provides continuous support for users. I found the Connection Area really useful its basically a portal for articles that give pro-tips to improve user experience.
CONS: I'm pretty satisfied with this app. I can't think of anything I dislike about it.
The least favorable review
PROS: I love that this app can track the activities and movements of the visitors to our website. This way we could understand visitor behavior more, adjust our techniques, and improve sales.
CONS: The app doesn't allow us to label chats according to the level of priorities. We have to deal with the chats chronologically since we cannot prioritize.
More reviews from 14 actual users:
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Latest
- Latest
- Most useful
- Most positive
- Most negative
Best live chat software!
Read full review >
4/5
Overall impression
3/5
Customer Support
3/5
Value for Money
3/5
Ease of Use
Published on: 12.11.2021
Company Size: More than 100 Employees
Industry: Hospital & Health Care
PROS: My favorite thing about this software is that it allows us to browse our website with the customer. We can see where the customer is on our website. With this feature, it's easier to extend assistance. The software is also pretty easy to learn.
CONS: Customizing rules is the only issue I have with this software. You have to go through a lot of processes if you want to do it.
Beginner-friendly!
Read full review >
4/5
Overall impression
3/5
Customer Support
3/5
Value for Money
3/5
Ease of Use
Published on: 09.10.2021
Company Size: More than 100 Employees
Industry: Telecommunications
PROS: I love the feature where we can have multiple chat boxes opened simultaneously.
CONS: I like it but they could add more features for us to use.
Level up your customer service!
Read full review >
5/5
Overall impression
5/5
Customer Support
5/5
Value for Money
4/5
Ease of Use
Published on: 18.09.2021
Company Size: 1-10 Employees
Industry: Retail
PROS: I love that the software provides continuous support for users. I found the Connection Area really useful its basically a portal for articles that give pro-tips to improve user experience.
CONS: I'm pretty satisfied with this app. I can't think of anything I dislike about it.
Works super well and easy!
Read full review >
5/5
Overall impression
4/5
Customer Support
4/5
Value for Money
4/5
Ease of Use
Published on: 15.09.2021
Company Size: 11-50 Employees
Industry: Human Resources
PROS: I particularly love the functional and responsive chat feature where I can talk with multiple people at the same time, get notified immediately when someone drops a message, and be able to view the page where the customer is on. I can actually do a lot of essential tasks needed for my work through this app. This includes monitoring our website traffic and tracking locations where visitors mostly come from. This info can be used later on to improve our strategic plans.
CONS: This product addresses everything we need as a company in terms of customer service. It works well, worth the price, and definitely the perfect app for customer support. I wouldn't change a thing.
WORKS FOR ME!
Read full review >
5/5
Overall impression
4/5
Customer Support
4/5
Value for Money
4/5
Ease of Use
Published on: 27.08.2021
Company Size: More than 100 Employees
Industry: Human Resources
PROS: The app's interface is a strong suit. It's easier to use and customize based on the needs of your business.
CONS: Sometimes we and the customers experience lags while using the system.
Connecting with customers has never been this easy
Read full review >
4/5
Overall impression
3/5
Customer Support
3/5
Value for Money
4/5
Ease of Use
Published on: 03.05.2021
Company Size: 11-50 Employees
Industry: Consumer Services
PROS: I love that this app can track the activities and movements of the visitors to our website. This way we could understand visitor behavior more, adjust our techniques, and improve sales.
CONS: The app doesn't allow us to label chats according to the level of priorities. We have to deal with the chats chronologically since we cannot prioritize.
Simple and easy to learn!
Read full review >
4/5
Overall impression
3/5
Customer Support
4/5
Value for Money
4/5
Ease of Use
Published on: 29.04.2021
Company Size: More than 100 Employees
Industry: Outsourcing/Offshoring
PROS: The app is uncomplicated and beginner-friendly. I was able to master using it in no time.
CONS: The chat alert tones bother me. It's a little startling for me.
Remarkable, highly-adaptive software
Read full review >
5/5
Overall impression
5/5
Customer Support
4/5
Value for Money
4/5
Ease of Use
Published on: 01.04.2021
Company Size: 11-50 Employees
Industry: Real Estate
PROS: Client support is the best advantage of this product. Aside from that, the app definitely eases our customer relations processes. It's customizable and has a really simple interface.
CONS: Honestly, we don't have any issues with this app.
What an experience!
Read full review >
4/5
Overall impression
4/5
Customer Support
4/5
Value for Money
4/5
Ease of Use
Published on: 26.03.2021
Company Size: More than 100 Employees
Industry: Information Technology and Services
PROS: I can conveniently connect with our customers. The app is easy to use, and I've never experienced issues with connectivity at all.
CONS: While it is a generally good app, I think it will be better if it allows us to customize fields to make it more like our brand.
Not the perfect app, but definitely gets the job done
Read full review >
4/5
Overall impression
3/5
Customer Support
4/5
Value for Money
4/5
Ease of Use
Published on: 03.02.2021
Company Size:
Industry: E-Learning
PROS: I love how the app neatly organizes different chats and customers. It allows us to sort information through color schemes. It makes it easier for me to track and get in touch with the people I'm talking with.
CONS: The export chat feature doesn't work sometimes and the client emotion reader is not that accurate. It sometimes interprets words negatively.
An app with many great uses
Read full review >
5/5
Overall impression
4/5
Customer Support
5/5
Value for Money
5/5
Ease of Use
Published on: 21.02.2020
Company Size: 11-50 Employees
Industry: Mining & Metals
PROS: Through this software, we are able to understand our customers better. The app allows us to plan campaigns that would appeal to all our customers by letting us see both positive and negative customer assessments.
CONS: Nothing about this app disappoints us.
Number 1 tool to connect with customers!
Read full review >
5/5
Overall impression
4/5
Customer Support
5/5
Value for Money
4/5
Ease of Use
Published on: 09.02.2020
Company Size: More than 100 Employees
Industry: Telecommunications
PROS: This app addresses certain needs of our business through its chat feature. We use it for online customer service and sales support. It helped us streamline our reporting and monitoring processes.
CONS: Although it's functioning well, displaying chats can still be improved. I don't like the layout.
Helpful and valued
Read full review >
5/5
Overall impression
5/5
Customer Support
4/5
Value for Money
5/5
Ease of Use
Published on: 05.02.2020
Company Size:
Industry: N/A
PROS: The live chat feature is a hit to our customers. It's really helpful for both customer and admin sides. We can also manage our agents within the app.
CONS: Managing queues is tricky. You have to do a lot of manual set up for it to turn on and off automatically.
Useful app
Read full review >
5/5
Overall impression
4/5
Customer Support
5/5
Value for Money
5/5
Ease of Use
Published on: 27.01.2020
Company Size: More than 100 Employees
Industry: Information Technology and Services
PROS: The best part of using this product is the team behind their customer support! Addressed concerns right away. Really helpful.
CONS: The app can still be improved if it allows us to customize fields and download and send chat transcripts.
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LivePerson user reviews
Best live chat software!
Read full review >
4/5
Overall impression
3/5
Customer Support
3/5
Value for Money
3/5
Ease of Use
Published on: 12.11.2021
Company Size: More than 100 Employees
Industry: Hospital & Health Care
Beginner-friendly!
Read full review >
4/5
Overall impression
3/5
Customer Support
3/5
Value for Money
3/5
Ease of Use
Published on: 09.10.2021
Company Size: More than 100 Employees
Industry: Telecommunications
Level up your customer service!
Read full review >
5/5
Overall impression
5/5
Customer Support
5/5
Value for Money
4/5
Ease of Use
Published on: 18.09.2021
Company Size: 1-10 Employees
Industry: Retail
Works super well and easy!
Read full review >
5/5
Overall impression
4/5
Customer Support
4/5
Value for Money
4/5
Ease of Use
Published on: 15.09.2021
Company Size: 11-50 Employees
Industry: Human Resources
WORKS FOR ME!
Read full review >
5/5
Overall impression
4/5
Customer Support
4/5
Value for Money
4/5
Ease of Use
Published on: 27.08.2021
Company Size: More than 100 Employees
Industry: Human Resources
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