LiveEngage Software


 

LiveEngage by LivePerson is a digital engagement platform that helps businesses connect with customers and manage their website experience. An always-on connection allows customers to reach out whenever they need help, and mobile messaging ensures that customers and employees have access wherever they are.

LiveEngage helps maximize company resources with simple and intelligent visitor targeting. It can direct a customer’s attention with personalized banners, and invite them to chat when they are most likely to need help.

LiveEngage’s real-time sentiment analysis keeps track of the quality of each customer interaction. Every line of text is analyzed as soon as it’s sent, and both positive and negative sentiments are identified and flagged based on settings. This analysis can reveal customers’ specific attitudes and helps agents rectify conversations with unhappy customers, or know when customers are amenable to additional offers.

 

LiveEngage - Visitor information
 
  • LiveEngage - Visitor information
    Visitor information
  • LiveEngage - Visitor list
    Visitor list
  • LiveEngage - Campaigns
    Campaigns
  • LiveEngage - Reports
    Reports
  • LiveEngage - Engagement studio
    Engagement studio
  • LiveEngage - Mobile app
    Mobile app
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8

11 Reviews of LiveEngage

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SAURABH from American Express Global Business Travel
Number of employees: 10,000+ employees Employees number: 10,000+ employees

July 2017

July 2017

Live Engage - Next gen servicing through messaging.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Greater customer engagement and improved CSAT.

Pros

Asynchronous device agnostic messaging and conversation threading are both excellent features. The upcoming integration with bots along with rich messaging capabilities provide for a rick communication experience which our customers love.

Cons

The only con I see in Live Engage is from an administrator perspective, the core customer information panels on the servicing screens can not be customized or removed which presents a bit of challenge as secondary custom panels need to written to overcome the deficiency which causes the precious screen real state to get wasted.

Source: Capterra
 

Michael from B&R
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2017

May 2017

Horrible customer support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

we had live chat on our website for a test.

Pros

nothing really impressed me. I'm sure there are better live chat solutions out there that would most definitely have better customer support.

Cons

terrible customer support, a real pain to cancel the service...they continued to charge us even after the 90 day period from cancellation.

Source: Capterra
 

Chad from Kryterion

December 2016

December 2016

Adds another dimension to your customer experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Live chat makes it very easy for customers to engage with your support staff. LiveAgent is easy to install and configure. Setting up new agents and canned messages for quicker support is a breeze. Highly recommend!

Source: Capterra
 

Donna from Keesler Federal Credit Union
Number of employees: 201-500 employees Employees number: 201-500 employees

November 2016

November 2016

LiveEngage

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

The best thing about LiveEngage is their customer support. When our company has experiencing phone troubles and needed a way to communicate with our members LiveEngage stepped up and made that possible is a very short period of time. Their customer support is outstanding.

Pros

The customer services is outstanding. It is web-based and easy to use the chat function. Training our staff took minimal time.

Cons

The reporting feature is cumbersome. Reports are not as easy to retrieve as they were in the old version. I think the report feature could use some enhancements.

Source: Capterra
 

Alice from Family Pride

October 2016

October 2016

Value and support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Great product and great support should you need anything ,was a funniest when it came to using some software but all I had to do was contact the support department and they plenty helpful. They even called me back to see if I was having problems.

Source: Capterra
 

SaKora from ATT

October 2016

October 2016

Awesome platform

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I have used live person on many occasions and think it's great. The system is easy to use and offers very efficient communication.

Pros

Easy to use

Cons

Sometime goes down

Advice to Others

Keep up the good work.

Source: Capterra
 

Trish from Sitel
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2016

October 2016

Awesome service!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Live Engage is the BEST out there! The software is easy to use and the staff is very knowledgeable. If you care about customer service, Live Engage is for you. Utilizing your staff, Live Engage makes it easy to track responses and give great feedback to your guests! Try it! You won't be disappointed!

Pros

Ease of use

Cons

None

Source: Capterra
 

Loretta from LiveEngage

October 2016

October 2016

Love this!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Super simple and straight forward. Will definitely use again where able to. Highly recommend for use for business.

Source: Capterra
 

David from David's Services

September 2016

September 2016

Well done. Keep up the work.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
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Quality
Value for Money
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Support

This was a very useful program. I would not use anything else. Please keep this going. Thanks for the help

Source: Capterra
 

Iris from Iris Shields

August 2016

August 2016

Usability disaster

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
Value for Money
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Horrible usability, trying to set up a custom button, even though I was following a tutorial they wrote, the tutorial didn't match up with the real thing, turned out the tutorial was old (why not remove it from your site??)

Trying to figure out myself how to 1. find an up to date tutorial (practically an impossible mission through the maze of unclear web pages and unsuccessful searches) 2. just see if it is intuitive enough to do without tutorial (normally I am savvy enough to do this) but no.

Contacted customer support (which was also not really easy to find, had to go through the sales chat), even with their help it was a pain in the *ss. They were really helpful and friendly, the website and console is just a usability horror.

Pros

Customer support is responsive and friendly.

Cons

USABILITY! ahk

Advice to Others

Do a complete overhaul of the website and hire actually usability experts please when you do this (fire the ones you have immediately)

Source: Capterra
 

Joe from Sage
Number of employees: 10,000+ employees Employees number: 10,000+ employees

March 2017

March 2017

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Support
Source: GetApp