LivePerson

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LivePerson Logo

LivePerson

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LivePerson allows customers to cancel within 30 days

LivePerson is the industry leader in chat support software. It held the first chat patent more than 20 years ago, and continues to provide a comprehensive, robust solution to aggregate, manage and optimize chats across a number of digital channels. LivePerson helps more than 18,000 companies build conversational businesses and run them at scale. The results are dramatic with up to 3X more conversions than a standard website. 

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The Good

  • User-Friendly and Powerful Platform
  • Chat and Messaging Channels
  • Bots and Automation 
  • Routing and Scaling Capabilities
  • Reporting Ability
  • Security

User-Friendly and Powerful Platform

For over 20 years LivePerson has been working with thousands of businesses, including many of the world’s largest, to digitize their sales and customer care operations. LiveEngage, LivePerson’s unique conversational platform, is a comprehensive live chat and messaging solution which works on a variety of digital channels, has robust reporting and and advanced AI capabilities to help maximize agent productivity. 

Chat and Messaging Channels

LivePerson offers live chat and messaging on a variety of digital channels including desktop and mobile websites, SMS, in-app, Facebook Messenger, Line, Apple Business Chat and Google Rich Communication Services (RCS). LiveEngage makes it easy for agents to respond to incoming chats and messages from a single place.

Bots and Automation

Only LivePerson has an open platform with AI and automation built in. Other providers offer a one-size-fits-all solution when it comes to automation. LiveEngage offers choice and has the complete solution to develop, manage and optimize bots. Brands can use built-in automation, bring their own, or integrate third-party bots — and manage them all within LiveEngage. 

Routing and Scaling Capabilities

Most providers route chats to whichever agent is free. LiveEngage goes beyond that. LiveEngage can route conversations based on skills so that a customer’s query goes to the agent best suited to handle the query. Chats can also be routed to the right teams,  so that anyone within the team can handle the query. LivePerson has proprietary technology called Smart Capacity that weighs the conversation based upon the frequency of exchanges.

Reporting Ability

LiveEngage’s reporting capabilities are deep and robust. There are pre-built dashboards, as well as ones that can be customized. Historical information can be viewed, filtered and sorted. Managers can see operational metrics such as engagements and agent activity. Managers can also build campaigns to track conversion rates and revenue by account or agent. That allows businesses to clearly see their return-on-investment from chat. LiveEngage can show agents their daily KPI metrics, such as completed engagements and average engagement length.

LivePerson offers real-time consumer sentiment tracking. Brands don’t need to rely on customers answering surveys to track satisfaction. Brands can measure consumer sentiment during conversations in real time via the Meaningful Connection Score™, which can complement traditional CSAT methodologies or be used on its own. 

Security

LivePerson is trusted by some of the biggest companies in the world dealing with the most sensitive customer data -- from global insurance companies and banks to healthcare providers and telecoms companies. It tests its physical security, operations, and application security through vulnerability assessments and proactive monitoring. It has the ability to identify and mask sensitive data at transit and at rest. LiveEngage had a 99.99% uptime in 2017. 

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The Bad

  • Depth of Features

Depth of Features

LiveEngage may be overwhelming to some customers because there are so many features within the console. LiveEngage is an open API platform and has customizable options as well as out of the box functionalities, and the robustness of the service may take some time to get used to. However, the company has various operational training programs in place for customers. 

The Bottom Line

LivePerson offers a number of attractive features, including sophisticated routing and scaling capabilities, built-in automation, integrations, in-depth reporting dashboards, and best-in-class security. The company also offers one of the best mobile experiences in the industry.

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