LiveEngage software


22 reviews(4.5/5)
22 reviews(4.5/5)

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.

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Web browser (OS agnostic) , Windows 2000 , Windows 8 , Windows 10

22 Reviews of LiveEngage

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  • barbara from GoDaddy

    Number of employees: 501-1,000 employees

    August 2018

    The best software app ever

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Temitope from Genpact

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

    August 2018

    My experience with Liveengage has been perfect.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    July 2018

    does the job

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

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

    June 2018

    Newbie to chat, great for org

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jason from GetYourWheels

    Number of employees: 11-50 employees

    June 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • JIM from A Leading Price

    April 2018

    the go to live chat experience

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    April 2018

    Neat, useful and engaging software

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Lauren from HireLive

    Number of employees: 11-50 employees

    March 2018

    Easy to use and efficient way to speak to customers

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Erica from ATS

    March 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • SAURABH from American Express Global Business Travel

    Number of employees: 10,000+ employees

    July 2017

    Live Engage - Next gen servicing through messaging.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    May 2017

    Horrible customer support

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Adds another dimension to your customer experience

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    November 2016

    LiveEngage

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Great resource!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Value and support

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Awesome platform

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Review Source: Capterra
  • Trish from Sitel

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

    October 2016

    Awesome service!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    Love this!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    My overall thoughts

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    Well done. Keep up the work.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

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

    Review Source: Capterra
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