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LivePerson Review

LivePerson
Our score: 8.8 User satisfaction: 100%

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.

Overview 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

Because businesses have their own business-related needs, it is reasonable they avoid adopting an all-in-one, ideal software solution. Just the same, it is troublesome to stumble on such application even among branded software products. The best thing to undertake is to jot down the various significant functions that require investigation such as critical features, budget, skill competence of staff members, company size, etc. Then, you should perform your research comprehensively. Go over some of these LivePerson evaluations and explore each of the solutions in your list more closely. Such all-encompassing research ensures you steer clear of unfit apps and buy the system that delivers all the function your company requires in growing the business.

Position of LivePerson in our main categories:

TOP 20

LivePerson is one of the top 20 Artificial Intelligence 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

LivePerson is also listed in the following subcategories:

There are well-liked and widely used solutions in each software category. But are they automatically the best fit for your enterprise’s unique wants? A popular software solution may have thousands of users, but does it offer what you need? For this reason, do not blindly spend on popular systems. Read at least a few LivePerson Live Chat Software reviews and mull over the aspects that you wish to have in the software such as the fees, main features, available integrations etc. Then, choose a few apps that fit your wants. Check out the free trials of these apps, read online comments, get clarifications from the vendor, and do your investigation thoroughly. This in-depth homework is certain to aid you choose the best software application for your firm’s unique needs.

How Much Does LivePerson Cost?

LivePerson Pricing Plans:

Free Trial

Standard

$40/user/month

Premier

$90/user/month

Enterprise

By quote

LiveEngage offers two monthly subscriptions and a quote-based plan that are available for 12-month contract terms.

Standard – $40/user/month

  • Desktop and mobile web chat
  • 24/7 chat support
  • Standard reporting
  • Meaningful Connection Score
  • Business campaigns
  • Standard engagements
  • APIs
  • Content banners and offers
  • Customizable window
  • Standard security
  • Predictive targeting

Premier – $90/user/month

  • All Standard features
  • Co-Browse
  • Facebook Messenger integration
  • Google Adwords click-to-message

Enterprise – Quote-based

  • All Standard and Premier features
  • CRM integration
  • Advanced reporting
  • Agent groups
  • Secure forms
  • Case support
  • Hot topics

User Satisfaction

Positive Social Media Mentions 229
Negative Social Media Mentions 0

We realize that when you make a decision to buy Live Chat Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and LivePerson reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with LivePerson. With that information at hand you should be equipped to make an informed buying decision 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

Pricing Model

  • Monthly payment
  • One-time payment
  • Annual Subscription
  • Quote-based

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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What are LivePerson pricing details?

LivePerson Pricing Plans:

Free Trial

Standard

$40/user/month

Premier

$90/user/month

Enterprise

By quote

LiveEngage offers two monthly subscriptions and a quote-based plan that are available for 12-month contract terms.

Standard – $40/user/month

  • Desktop and mobile web chat
  • 24/7 chat support
  • Standard reporting
  • Meaningful Connection Score
  • Business campaigns
  • Standard engagements
  • APIs
  • Content banners and offers
  • Customizable window
  • Standard security
  • Predictive targeting

Premier – $90/user/month

  • All Standard features
  • Co-Browse
  • Facebook Messenger integration
  • Google Adwords click-to-message

Enterprise – Quote-based

  • All Standard and Premier features
  • CRM integration
  • Advanced reporting
  • Agent groups
  • Secure forms
  • Case support
  • Hot topics

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
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Reviewed By Jenny Chang
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