LivePerson REVIEW

Customer Support Software

No user reviews
USER SATISFACTION 97%
OUR SCORE 8.8

What is LivePerson?

LivePerson is considered one of the market leaders when it comes to real-time intelligent customer engagement. They 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.

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

Position of LivePerson in our main categories:

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20

LivePerson is one of the top 20 Customer Support Software products

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20

LivePerson is one of the top 20
Customer Support Software products


LivePerson is also listed in the following subcategories:

Category:Position:Category:Position:
Live Chat Software#6
Category:Position:
Live Chat Software#6

Each organization has different requirements and requires a software that can be personalized for their size, kind of workers and buyers, and the particular industry they are in. For these reasons, no system can proffer perfect functionality off-the-shelf. When you try to find a software product, first be sure what you want it for. Read some LivePerson reviews and ask yourself do you need basic functionality or do you require advanced functionality? Are there any industry-specific features that you are searching for? Get the answers to these questions to assist your search. There are lots of aspects that you need to consider and these include your finances, particular business requirements, your company size, integration requirements etc. Take your time, check out a few free trials, and finally zero in on the system that offers all that you need to improve your organization effectiveness and productivity.

How Much Does LivePerson Cost?

LivePerson Pricing Plans:

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

We realize that when you make a decision to buy Customer Support 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.

POSITIVE SOCIAL MENTIONS

76

NEGATIVE SOCIAL MENTIONS

2

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Technical details

Devices Supported
  • Windows
  • iPhone/iPad
  • Mac
Language Support
  • English
Pricing Model
  • Monthly payment
  • Quote-based
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE NO.
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

What are LivePerson pricing details?

LivePerson Pricing Plans:

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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