LiveEngage Software


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 activities on a real-time basis by entering the account number assigned to the customers. 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 is sent and positive, negative and neutral sentiments are identified and flagged.

Visitor information
Visitor information
Visitor information
Visitor list
Visitor list
Campaigns
Campaigns
Reports
Reports

Supported Operating System(s):

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



28 Reviews of LiveEngage

Overall rating

4.5 / 5 stars

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Verified Reviewer

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Great tool for our reps who live chat to our customers

Providing customers with other ways of reaching out to our customer service

Pros

The support. Live Person's support is second to none
Beautiful UI

Cons

Like all SAAS, you do get down time. Few and far between

Zenovia from CenturyLink

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Live Engage

We are able to easily and efficiently engage with our customers & clients and resolve issues without being on the phone.

Pros

We use this at work and I really enjoy the easy functionality of the product. It is very easy to dock on the side of the screen and still be able to see all of the relevant information needed to conduct a chat. We honestly hardly ever have down time with the product.

Cons

There really are not any things at this time that I do not like about the product.

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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

September 2018

Works seamlessly and has a great reputation in the industry

Pros

Works seamlessly. Integrates and plays well. Easy for operators to use. Full of data. Very easy for customers to use.

Cons

I have found nothing I do not like about this software. Used them for years until the price got a bit high for me.

Thomas from ford

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Ease-of-use

Functionality

August 2018

Simple and Easy way for communication

Pros

The application, LivePerson makes it extremely easy and efficient for me to connect with customers for my ongoing business

Cons

The thing that i dislike most about the application, Liveperson, is that the graphic user interface can use a much needed update.

Basiirat from IROKO Partners Limited

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

barbara from GoDaddy

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

The best software app ever

Pros

This gives me the ability to see all my hot keys on the right side of the box which makes life easier and very convenient

Cons

The ability not to see what the other end types before they send it out :D

Temitope from Genpact

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

July 2018

does the job

Pros

works well for smaller organizations, especially where there are application engineers as well as in person sales teams to make sure they're online when necessary

Cons

a little frustrating with the setup process, but it wasn't too bad. the user interface isn't terrible but I do see room for improvement.

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Verified Reviewer

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

June 2018

Newbie to chat, great for org

Pros

Great way to have multiple employees respond to web inquiries, lowering call volume and non-sales lead form submissions.

Cons

Set up took some time and things on the back end aren't the most intuitive but their chat team is excellent about walking you though things, trouble shooting, etc with screenshots and such.

Jason from GetYourWheels

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

June 2018

The software itself works well, but there are other more cost effective options out there.

Pros

We used LivePerson for several years, and didnt have any issues as far as the program and functionality. However we were able to find a new program that was a fraction of the cost and offered all the same features and more.

Cons

When we tried canceling our service with them, the customer service ignored several emails from us, and then tried to charge us for another 3 months of service even though we were not using them and paying month-to-month. In the end we had to fight it out with the credit card company

JIM from A Leading Price

Ease-of-use

Value for money

Customer support

Functionality

April 2018

the go to live chat experience

Pros

customer will love this direct channel to customer support. and admins love it as they can audit all comms with customers via a dashboard

Cons

have to install it in code - so will need a developer, however once going there aren't many cons at all!

LinkedIn icon
Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

April 2018

Neat, useful and engaging software

Pros

I've used this to get instant feedback from customers, and improve customer service. It gives a direct channel to speak and listen to customers.

Cons

Not many drawbacks - does what it says. and have been using it for a variety of sites for some time now....

Lauren from HireLive

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Easy to use and efficient way to speak to customers

Pros

LivePerson is great because I am able to login to my account anywhere and immediately answer any questions that customers have. We link LivePerson to our website and it is very successful, there is a blue button on all our web pages which makes it easy for anyone to live chat with us. My favorite feature of LivePerson is the ability to know what page a customer is on when they are chatting with us. When we market events and share job openings, it is important for me to know where these job seekers are on our website - that way we can better answer their questions.

Cons

The only thing I like least about the software is the timing mechanism when someone requests to chat. I would prefer for there to be no timer

Erica from ATS

Ease-of-use

Value for money

Customer support

Functionality

March 2018

We used LivePerson for years but the functionality of it was truly lacking.

Pros

The canned answer database and shortcut capabilities to send the available answers.
The ability for a supervisor to send a private message in the chat to the agent for them to copy and paste to their chatter.

Cons

Terrible customer service - we were charged for months after closing the account
Removal of desktop app
Drastic changes and updates without any warning or training

SAURABH from American Express Global Business Travel

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

July 2017

Live Engage - Next gen servicing through messaging.

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.

Michael from B&R

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2017

Horrible customer 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.

Chad from Kryterion

Ease-of-use

Value for money

Customer support

Functionality

December 2016

Adds another dimension to your customer experience

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!

Donna from Keesler Federal Credit Union

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2016

LiveEngage

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.

Kary from Dharma project

Ease-of-use

Value for money

Customer support

Functionality

October 2016

Great resource!

What a handy useful resource in finding software for my business. I needed this one to get what I was looking fit to stream line my tracking numbers.


Displaying 1 - 20 of 28 reviews