About LiveEngage

LiveEngage is a digital engagement platform that helps businesses to connect with customers and manage their website. It caters to different industries such as banking, IT, retail and telecommunications. Key features include mobile and web messaging, reporting and analytics, and CRM integration.

The solution helps in providing operational data to customers where they can view routine operations and key performance indicators metrics. It also provides historical data and information about operations and business. It also provides tools to measure operational performance through parameters such as number of engagements, average resolution time, utilized capacity.

The status dashboard helps to view the status of maintenance schedule and service activitie...


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Supported Operating System(s):

Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

37 Reviews of LiveEngage

Average User Ratings

Overall

4.35 / 5 stars

Ease-of-use

4.5

Value for money

4.0

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(23)

23

4 stars

(9)

9

3 stars

(2)

2

2 stars

(1)

1

1 stars

(2)

2

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 37 results

August 2018

Temitope from Genpact

Verified Reviewer

Company Size: 1,001-5,000 employees

Industry: Design

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2018

My experience with Liveengage has been perfect.

Liveengage has provided us with an effective medium to communicate with our clients. Thus we have greatly cut down on financial resource we spend maintaining telephone support, since most of our clients are very much comfortable contacting us via Liveenagege on our website.

Pros

Liveengage is very intuitive and thus very easy to use. All of my helpdesk colleagues have no complaints making use of this helpdesk solution ,same for new agent recruits whom we recently introduced to use this. I am able to monitor the number of web visitors on our website in real time ,and know their geographical location(this has helped the marketing department).I am able to know what part of the website a website visitor I am chatting with is at ,thus making it easy to better address their challenge. Liveengage is also very mobile friendly ,and this has made it easy for web visitors accessing our website to have a good experience chatting with our helpdesk team.

Cons

Liveengage has been our trustworthy helpdesk solution for the last two year period. There is absolutely no complaint from my end.

August 2018

Basiirat from IROKO Partners Limited

Verified Reviewer

Company Size: 51-200 employees

Industry: Entertainment

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

August 2018

A better way to connect with web visitors.

LiveEngage serves as a connection between my organization and our customers. To my organization ,LiveEngage has gone beyond just being an help-desk solution , it has enabled us segment web visitors based on activities such as the part of our website they visit,how long they spend on a particular web page ,their past interaction with the help-desk team etc

Pros

LiveEngage is very user friendly and this is the first quality I look out for in any software solution. It enables customization including HTML integration which makes it easy for organizations to personalize the kind of content which comes along with having LiveEngage on their website. I like the real time monitoring feature which so makes it easy to know where every web visitor is at,on every given time.The customer support agents on LiveEngage is just an extra reason why I love this program , they are polite ,willing to help and are available at all times.

Cons

It takes a while and some in-house training for new users to effectively maximize the benefits of LiveEngage. However ,this tedious learning curve has an huge return on investment for every organization using LiveEngage.

April 2020

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

April 2020

Superb facility to use

Pros

Liveperson have been incredible in the webchat engineering industry. I am very happy with everythibg they have come out with. Everything you need to be done is accessible through this

Cons

Generally really happy with the software and allows you to engage with customers efficiently

February 2020

Conner from Brilliant Earth

Verified Reviewer

Company Size: 201-500 employees

Industry: Luxury Goods & Jewelry

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

1.0

Customer support

1.0

Functionality

3.0

February 2020

Horrific customer service and stability

Overall live engage is the worst live chat platform I have worked with. The chat feature often just kicks customers out of their chat which is a terrible experience. I have brought this up multiple times and have had no luck with help. Our account manager is oblivious and only contacts us when trying to sell us something. In general customer service is atrocious. We just had a system outage last 5 hours with no word from our account manager or a customer support representative. We will be finding another service provider as soon as possible.

Pros

Ease of use. Reporting package. Dashboard.

Cons

Customer service. Service outages. Glitches.

September 2018

Thomas from ford

Verified Reviewer

Company Size: 11-50 employees

Industry: Automotive

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

September 2018

Gets better every day!

Overall, the return on investment here is HUGE.

Pros

The introduction of automation and bots in the last 2 months has been absolutely HUGE for us. Our sales reps spend less time answering simple questions and more time closing deals and scheduling demos now. The FAQ bot we got set up with on our live chat window answers all of the most commonly asked questions now and it's been absolutely phenomenal. Customers get their answer, then agent jumps in bring in the sale.

Cons

The learning curve at first was a bit daunting, but in a few weeks you'll realize the analytics built into LiveEngage is second to none. You really need MCS for the agents to know when and if they should jump in to a conversation, in most cases, again, our FAQ bot handles all simple engagements, and then the agent jumps in to close the deal.