LiveEngage is the leading cloud-based customer engagement solution, empowering businesses to drive the greatest possible results from their digital assets. Through algorithmic predictive targeting, LiveEngage is able to understand customers’ needs and estimated values, enabling businesses to intelligently connect through chat, voice, targeted content, and video chat across all channels and devices and deliver rich, personalized engagement experiences. Further, by applying sentiment analytics, deep customer insights can be gained to optimize campaigns and enrich business decision-making.
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Cloudswave Score for LiveEngage
Rating based on 18 Critic Reviews
Kayla Volland, on TrustRadius
LiveEngage Use Cases and Deployment ScopeLivePerson is used as a helpful tool for customers to reach our representatives during the day instead of waiting on the phone and as well as during our busy season after hours until Midnight. It is used by our Customer Service department as the rest of the company does not have direct contact with customers to need to use it. LivePerson helps address customer confusion on the website and to follow up on already placed orders.
Pros : LivePerson allows the customer service representatives to view what the customer is seeing on their screen. That allows the CSR's to have a better idea of where the confusion is coming from and how to best address and fix the problem.LivePerson allows the customer service representatives to multitask. We are able to have multiple chats at one time so that means we can be more productive and help more customers. In addition, this gives customers shorter wait times and keeps our phone calls from b
Cons : I would like to see LivePerson improve in the area of displaying current page views. While sometimes this is accurate, it is not. It would definitely be a plus to have this functionality a consistent feature.LivePerson does have problems with browsers. While this is only typically for Chrome or Safari, it does present problems (typically when a browser update comes out). We have also encountered problems with LivePerson not displaying correctly when on a mobile device as well.
Tom W. , on G2 Crowd
What do you like best?
What do you like best?
I like the analytics and the support that comes with the product. Each account is assigned a program manager and that support is invaluable when first getting started.
What do you dislike?
Generally speaking, you need to have their deployment engineers make a rule change so as to ensure that change will not impact anything else. That can take up the program management hours and be more time consuming. Also, the user interface as an admin in many cases is not intuitive and you need learn how it works.
Ben Davis, on TopTenReviews
LivePerson is capable of increasing your business' ROI and customer loyalty with improved sales through live chat support software. We are impressed with the help and support tools the chat software offers because they allow you to get answers to your questions almost immediately. We are also pleased with the integration options and feel that Salesforce, Google Analytics and Facebook data will enable you to successfully hone in on specific markets. LivePerson is exceptional live chat support software.
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