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.
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.
Not many drawbacks - does what it says. and have been using it for a variety of sites for some time now....
Lauren from HireLive
Employees number: 11-50 employees
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.
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
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.
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
Employees number: 10,000+ employees
Greater customer engagement and improved CSAT.
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.
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
Employees number: 51-200 employees
we had live chat on our website for a test.
nothing really impressed me. I'm sure there are better live chat solutions out there that would most definitely have better customer support.
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
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
Employees number: 201-500 employees
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.
The customer services is outstanding. It is web-based and easy to use the chat function. Training our staff took minimal time.
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
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.
Alice from Family Pride
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.
SaKora from ATT
I have used live person on many occasions and think it's great. The system is easy to use and offers very efficient communication.
Easy to use
Sometime goes down
Keep up the good work.
Trish from Sitel
Employees number: 1,001-5,000 employees
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!
Ease of use
Loretta from LiveEngage
Super simple and straight forward. Will definitely use again where able to. Highly recommend for use for business.
Rodney from new life day center
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.
David from David's Services
This was a very useful program. I would not use anything else. Please keep this going. Thanks for the help
Iris from Iris Shields
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.
Customer support is responsive and friendly.
Do a complete overhaul of the website and hire actually usability experts please when you do this (fire the ones you have immediately)
Joe from Sage
Employees number: 10,000+ employees