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.

 

LiveEngage - Visitor information
 
  • LiveEngage - Visitor information
    Visitor information
  • LiveEngage - Visitor list
    Visitor list
  • LiveEngage - Campaigns
    Campaigns
  • LiveEngage - Reports
    Reports
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

16 Reviews of LiveEngage

Showing 1-16 of 16

 

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April 2018

April 2018

Neat, useful and engaging software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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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....

Review Source: Capterra
 

Lauren from HireLive
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Easy to use and efficient way to speak to customers

Ease-of-use

Functionality

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Value for Money

Ease-of-use
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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

Review Source: Capterra
 

Erica from ATS

March 2018

March 2018

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

Ease-of-use

Functionality

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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

Review Source: Capterra
 

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

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Value for Money

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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.

Review 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

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Value for Money

Ease-of-use
Usability
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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.

Review Source: Capterra
 

Chad from Kryterion

December 2016

December 2016

Adds another dimension to your customer experience

Ease-of-use

Functionality

Product Quality

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Value for Money

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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!

Review 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
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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.

Review Source: Capterra
 

Kary from Dharma project

October 2016

October 2016

Great resource!

Ease-of-use

Functionality

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Value for Money

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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.

Review 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
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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.

Review 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
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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.

Review 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

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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

Review Source: Capterra
 

Loretta from LiveEngage

October 2016

October 2016

Love this!

Ease-of-use

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

Review Source: Capterra
 

Rodney from new life day center

October 2016

October 2016

My overall thoughts

Ease-of-use

Functionality

Product Quality

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Value for Money

Ease-of-use
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Pros

I was new but found it to be very simple to use on a regular basis I have very few if any problems easy to learn.

Review Source: Capterra
 

David from David's Services

September 2016

September 2016

Well done. Keep up the work.

Ease-of-use

Functionality

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

Review 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
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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)

Review Source: Capterra
 

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

March 2017

March 2017

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