About Conversational Cloud

LivePerson's Conversational Cloud offers live chat and messaging on a variety of digital channels including messaging directly on your business’s website or mobile app, SMS, Email, WhatsApp, Facebook Messenger, Apple Business Chat, Line, WeChat and Google RCS. LivePerson’s Conversational Cloud platform makes it easy for agents to respond to incoming chats and messages from a single place and for AI-powered chatbots to simultaneously run on all messaging channels.

The Conversational Cloud platform handles hosting, monitoring, routing, and management processes to deploy and optimize chatbots. Conversation Builder, the company's self-service chatbot building platform, makes it easy to build automated conversations using a point-and-click interfa...


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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

39 Reviews of Conversational Cloud

Average User Ratings

Overall

4.36 / 5 stars

Ease-of-use

4.5

Value for money

4.0

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(24)

24

4 stars

(10)

10

3 stars

(2)

2

2 stars

(1)

1

1 stars

(2)

2

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 39 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.

June 2020

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

June 2020

LiveEngage probably the best app for web chatting

Overall I am satisfied with it, It is easy to use and access and has not glitched on me not even once.

Pros

- It is a great way to enable communication between customers and remote assistance. - Available to be used in multiple platforms. - Everything done through it can be tracked, monitored and measured. - It allows for customization of the general interface and also pre-written answers.

Cons

For as long as I have used it the only negative thing to it that I have been able to observe is that it does not collect customer's name in a way that it can label the chat with it. This can be really confusing when you have multiple chats opened named "visitor".

Response from LivePerson

Replied June 2020

Thanks for taking the time to leave us a review. We're glad to help make your business more conversational and help provide more in-depth analytics to optimize your business and operations! There is a way to name your "visitor" to their actual name by connecting your sessions to your CRM, so we will be sure to reach out to you to help you set that up!

February 2020

Conner from Brilliant Earth

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.

Response from LivePerson

Replied June 2020

We're very sorry to hear you are having such a difficult time with our platform. We strive to maintain a superior uptime, but there are times we are unable to deliver :( Curious to know more about your glitches and how our customer service has been lacking for you. We want to make sure we address this for you immediately having customers get kicked off of chats is unacceptable and should never happen. If you're on our messaging platform, customers' conversations are asynchronous, and the chat history does not get deleted, so this should help. We hope you can reach out to us about these issues so we can resolve them for you ASAP!

March 2018

Lauren from HireLive

Verified Reviewer

Company Size: 11-50 employees

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

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

May 2020

Aimee from TileBar

Company Size: 51-200 employees

Industry: Building Materials

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

2.0

Value for money

4.0

Customer support

3.0

Functionality

2.0

May 2020

Great for basics!

Daily chats and administRation of system - general oversight

Pros

Easy, straightforward chat interface. New updates are AWESOME and give a much more modern and current feel - definitely more user friendly aesthetic now!

Cons

The reporting. Being able to track trends etc of what customers are asking and how they view the service they received

Response from LivePerson

Replied June 2020

Glad to hear you are having such an easy time leveraging our AI solutions! Our reporting is super robust and our client team can certainly reach out to you to help you build out a trend report based on the keywords that are coming in. Our AI solution can also determine the intent of each conversation so that will help with trends as well!