Avaliações e detalhes do produto LivePerson

The interface is very pretty, and the chat performs well. I love the mobile app that allows you to take chats on the road. The reports are not customizeable, but export pretty well to PDFs for easy reporting to management or representatives.

The onboarding, service, and support that I received from LivePerson left a lot to be desired.. The platform is pretty buggy, and many of the issues that we identified and communicated months ago have still not been fixed. As for the platform itself, it serves the purpose it was meant to, but many of the reporting features do not work. The chat export function is useless - it only exports to a rigid XML file, which adds some hurdles when trying to share chat insights with other stakeholders. The platform has an A/B testing feature, but does limits your testing audience to 95% of visits, leaving 5% of visitors unengaged.

We use live chat as an alternate form of contact for potential customers who want an immediate response, but don't want to call. We generate an additional 100+ leads/mo from live chat as a whole.

Simple implementation and intuitive user interface. You don't need to be a genius to get started.

Underwhelming customer support. Not responding to emails, dodging important questions about the robustness of their backend and security, and ultimately ignoring a request for confirmation of termination. Very poor performance from the product and legacy UX. Their location services placed colleagues in the wrong country. Their analytics did not match several other products we have connected to our website. These issues raised serious questions about the product, questions which were never answered by the company. A planned 1.5 month trial was cancelled after 1.5 weeks due to overwhelming evidence that LiveEngage is not a company that one should partner with.

No problems were solved with LiveEngage. No benefits were gained from LivePerson.

I have enjoyed working with the various LivePerson platforms as well as the Account teams and Leaders within the company. I have worked with multiple different chat/messaging platforms and I appreciate the differences I see available in the LivePerson platform.

I have had issues with some limitations with reporting in the past, but it has become much better. I appreciate the focus on new functionality, which also comes with learning curves. I have worked with both LivePerson's chat and messaging platform and I do miss some of the previous features.

LivePerson is helping us meet our customers digitally and assisting us in evolving our online presence into a user friendly Omni experience.

The features and different integrations LivePerson has with SMS and other messaging channels.

Not much/if anything I don't like. It's been a great experience overall.

Being able to easily and with minimal friction connect our customers with live chat agents.

Very good support with fast and individual help

It doesn't support every Platform, like Twitter.

There are some issues regarding the assignment of chats.

In general, e-bot7’s software is a great way to improve your contact center in customer service. Its intuitive use even allows non-coders to leverage the advantages of an AI-driven solution and hence can be seen as a great first initiative into this field for your business. With the help of the console, we easily and quickly set-up our first bots and trained them with the input by our customers. Afterwards, we use the possibility of iterating our bot logics and profited from the support of e-bot7’s helpful customer service. In our experience, ebot7 not only helped with solving the issues we addressed but they even come up with new ideas and advice for improvement proactively. Hereby worth a mention is also e-bot7’s helpcenter with handbooks and tutorials to help yourself in the first place. All in all, e-bot7 tries to establish a long-term and mutual partnership with your company instead of only focusing on quick future SaaS revenues.

The outcome of e-bot7’s chatbot solution was very dependent on our own set-up knowledge base as well as the willingness of our contact center agents to improve the automation of the bots. Especially in the beginning, we therefore had some downsides in our solution until every party involved grooved in and aligned with each other. Furthermore, we had a couple of long waiting periods for our customized technical extensions for our individual solution.

Here are just some figures we realized: - Opening of the channel Chat next to telephony & e-mail - 70% automation of all messages - 25-60% of all requests now come through the chat channel

Guys at e-bot7 are very solution orientated. No matter what issue we had, we always got their support immediately. Very nice people and good to work with. Higly recommandable.

nothing to say so far. can't remember one situation where anything was not alright.

The solution from e-bot7 helped us, to lower our staff effort to answer customer requests which repeatedly got in on the same topics. we also innovated the work on our incoming customer channels.

eBot7 combines complexity with simple and very fast operation, the program interface is very user friendly. The possibilities of artificial intelligence allow many functions in Chatbot.

We would like to see more active voice support.

With the eBot7 solution we manage to be there for our customers 24 hours a day. We can win new customers and provide information very quickly. It is possible to be very creative with our customers and to develop and improve the system continuously through AI.

Customer support is super quick and helpful.

Lack of customization options for the agent and no ability to send chat transcript to users.

Great use of the labeling system

I like how easy the interface is on LivePerson, we have been using this program for over 6 years now at our company and can honestly say it is the best chat tool to meet our business needs. We are a bank that services many different departments and LivePerson allows for streamlined reporting and monitoring for all our services.

I would like a different interface for the administrator to be able to view the active chats differently. Currently you have to click into each active chat and then you get a row of them on the bottom of the screen, it would be nice to be able to manage them more in a view.

Our company currently uses LivePerson for online customer service, site support and sales support. The benefits to being able to chat with an agent are for our users who sometimes do not have the time to call in and can spend the time on chat verses the phone, these users genuinely give us higher rated feedback and like the online support.

I like the interface it is easy to use and type into. We have them fill out a pre survey to have their information handy

I dislike that the system will lag sometimes and sometimes people open up the chat window and never say anything and our policy we have to give them 7 mins to reply

we give chat which gives the people that we talk to a chance to communicate when they can not talk on the phone or maybe they are deaf and this is one of the only ways they can communicate

I like the Connection Area, there are really good articles about how to get the most out of your live chat experience, better ways to engage when chatting and how to use MCS (Meaningful Connection Score).

There is nothing that I can think of that I dislike.

We are live chatting our customers from our website, answering questions in real time. Our customers get to text chat with a live agent and they love that.

Live chat provided by liveengage is super helpful! I frequently see customers tell us how much they like the feature. Lots of agent management options too.

Queues are a little tricky to manage. There aren’t easy automated options to turn them on and off at certain times.

Handle customer concerns more quickly than phone calls.

I like that the consumer can see when we are typing and that we can see where they are from and what part of the site they are on.

I don't like that we are unable to toggle between both of our Live Chat systems to take multiple chats at this time.

It gives us more direct contact with our consumers, which makes it easier for them to communicate with us.

The platform is user friendly. It allows you to integrate HTML, which means that you can personalize the content to place in your website. Also, it comes with report tools within it, so everything is a click away. It is really fast and can be adapted to any website. Besides the reporting tools, it shows the website traffic in real time. LE is a complete platform! The customer service is available 24/7 and they're excellent.

To get to understand the whole platform and how it works there are some trainings needed. It's a lot of content nevertheless, the platform is simple and user friendly.

Using this platform I can interact with customer, either to make sales or to provide support regarding the products in our website. One of the main benefits it's that I can replace the tedious phone calls (in most of the cases).

Ability to see how many customers were online and click to see where they were navigating.

The layout got quite jumbled and difficulty to gauge who to track for each campaign.

We were wanting to calculate traffic per each new campaign we put out.

Liveperson system help to manage messaging channel of our service.incuding social networks and WhatsApp

Online reports and dashboard require improvement

Allow customers contact channels other than phone

I find the LivePerson Customer Support to be very approachable and are always have a positive experience working with all colleagues of the team. It is evident the team is set up to have a positive impact on our account and are very fast with responding to training needs requests, demos of features, and problem solving with any issues. The LivePerson team is easy to work with, and we have frequent connects on all our different products, and communications are always clear. It is evident from all the interactions that LP value our account and are always looking to provide a great service.

I would only say that I find the Analytics builder a bit cumbersome to use, and filtering report options limiting as not everything is in one area and a lot of product-based knowledge is required to extract the information needed. Each business team that I have supported with onboarding to the product, has had to remember how to do it so its efficiently extracting what is required. Regular feedback from internal stakeholders has been that the reporting elements take up a vast amount of time as data is in different parts of the solution and this feedback may have been addressed in the latest release of the Analytics studio. We are aware of more automated solutions via APIs, so this isn’t a LP product feature limitation, more so an account cost/ feature for our account as it currently sits.

We have Multiple use cases for LivePerson on our account, internal Virtual assistance chatbots internal colleagues and external customer facing chatbots for product support and new business sales. The benefits are significant and have released FTE savings and generated new sales income.

They are prompt and supportive of improving business strategies.

I have nothing to dislike but I may suggest a more improvement to Elpi may help search concerns with more ease.

LivePerson is helping with providing helpful assistance to our agents in terms of fast customer response.

Sehr hilfreiche Konsole, mithilfe der Tutorials und den sehr zuverlässigen AP von e-bot 7 einfache Handhabung möglich. Absolut empfehlenswert!

das Design der Konsole und das Message Center sollte überarbeitet werden. Unübersichtlich und Interface leider nicht so anschaulich.

Wir erhalten durch die Konsole weniger Anfragen bzw. weniger Anrufe. Dadurch haben wir mehr Kapazitäten für andere Aufgaben zur Verfügung. Durch die Konsole werden viele Fragen, ohne einen nötigen Mitarbeiter beantwortet.