LivePerson Reviews & Product Details

The best thing about this solution is that it allows you to be completely agile. Our ability to commit to changes quickly and efficiently and continue operations as BAU is a big win.

Real time analytics aren't deep enough. Permission roles could be more complex, allowing better access for groups without allowing "too much" access. Mobile experience not customizable enough.

Be where our customers are. This day in age, many would rather chat live then to be put on hold during a voice call.

I like the fact that you can have canned responses. It really quickens how fast you can respond to a customer. Another nice feature is the fast keys. For example, if a customer comes on, I only have to click F2 to answer the chat and then I only have to click F3 to go to the next chat response. That way I don't have to click the buttons on the mouse every time.

I don't like the history feature. It always gives me errors. I heard that other live chat systems can have you view the other customers screen and see what they have in their shopping cart. That function would be really helpful as often times customers don't tell you what product they are talking about right away.

This really helps with the quick answers. It is hard for problem customers or upset customers. It is really fast and easy for a customer who just has a question about a product.

Visitors can contact you immediately from your website to increase customer interaction and sales.

The pop up can be hard to see at times.

Quickly respond to customer needs.

I like that you are able to communicate with a company while working on something else. To me it is much easier than a phone call.

The only thing that I can say that I personally dislike is that you are unable to hear the tone of their response.

Customer service, We are able to assist a customer with the questions and concerns in a timely manner.

Lots to features, include geo coding that I like.

Not easy to implement and hard to manage.

Easy to engage with customer and API is great to implement

Simplistic view and ease of use for the end usr

Limited reporting and not great to look at it

In system support contact and stretching our support team by allowing them to cummincate with multiple customers at one time instead of a 1:1 ratio

I love the reporting. You can report on everything from the time an agent is online to the amount of time a particular skill is available. You can do individual reports on a single agent as well. There's so much information. I love that there are different options based on your company needs. For example, you can have agents select chats from the queue or you can have the chats automatically directed to the agent. We use the second option. It works fantastic for us! The other thing we like is that the system is a smart system and will change an agent's status based on their activity. It has been a really helpful tool!

I wish there was a way to export ALL the information using an API of some sort. Currently, we have to manually export all of the information. Also, there's a limit of 13 months of data and a limit of 30 days to capture a single report. I'd like to be able to run a report including data from all last year. Some other things I'd like to be able to do are fill out other reps agent surveys. Customer support via their online chat portal could use some improvement. I feel like they are not very knowledgeable on their own product. I would say more communication from the account manager instead of relying on the online support or either training the online chat support better in answering questions.

We are capturing any inbound leads from our website and providing customer service. Our business benefits in capturing those that may have not have contacted us via phone or email. It also provides a different approach to assisting our customers in making a decision on whether or not our company is a good fit. They really do enjoy the live chat experience.

LivePerson is very easy to use, user friendly and reporting information/available is very helpful!

A little archaic in the way it looks internally and additional reporting customizations should be available.

Real time Customer Service issues, complains, inquiries etc. and assisting several customers at once is VERY helpful in the Customer Service Dept.

The Customer Successs Manager relationship

Some inconsistent messages/advice from different colleagues

Issues with reporting

Live Person was ideal for creating/editing canned responses for automatic send out as well as re-assigning chats to other team members,

Very busy interface and wasn't the most user-friendly in terms of navigation. It was easy to push out links to web pages/PDF's as well as see what pages the prospect was currently viewing.

Chatting with prospective customers who were interested in learning more about the products/services we offered. It was easy to push out links to web pages/PDF's as well as see what pages the prospect was currently viewing.

I utilized the hot keys to keep working in a quick and efficient manner.

Sometimes LivePerson would disconnect abruptly which would affect the customer's satisfaction.

We used LivePerson/ Live Chat to reach customers in a different method-our website. We learned that many of our customers enjoyed this experience because it was available directly on our site and was easy to use.

The chat feature is easy to integrate to your website, and the system is powerful. We used this for several years and we didnt have any issues with it.

After doing some looking we found another program at a fraction of the cost with more features. After contacting Liveperson to cancel our account, they gave us a lot of push back and said we needed to give several months notice in order to cancel our account.

It allows you direct and easy communication with your customers, this allows you to answer their questions almost immediately leading to moreo orders

It’s a nice end user experience and convenient for a small team.

It’s very hard to set up and customize. Anything you need to do for reporting needs to fit nicely into their way of reporting on KPIs.

Opening up live chat as a customer service channel. It’s a nice platform to start with.

I like for the customer that it is easy for them to get an agent on the chat as quickly as possible.

I dislike how it is hard for me to use on the agent side. I couldn't figure anything out.

Having customers getting in touch with us quickly.

I liked how easy it was for my team to interact directly with contacts. Served as a solid prospecting tool.

New format made it much more difficult to reach out to a prospect.

We are aiming to generate new business for our company. Being able to speak directly to prospects was a huge benefit.