LivePerson Reviews

I started as a customer support agent. In my company, I initially used LivePerson for web messaging and conversations to help customers with their queries. Right now, I am responsible for quality assurance since I work for the QA team that mainly checks the conversations of advisors.

As a customer service agent, I used to love the templates in LivePerson. I work for a company that is a vendor that provides streaming services. The streaming service uploaded some knowledge base material on LivePerson, and we, the customer service agents, used the templates from LivePerson, which were very useful. The templates were pretty easy and customizable to use. LivePerson's built-in template feature was great, and I found it easy to use. LivePerson's user interface is useful and easy to learn compared to other platforms I used.

Currently, I am a part of the QA team in my company, which needs to keep a check on the productivity metrics of the agents. I use the MCS Toolkit of LivePerson, which I found useful when checking details about when a conversation was reassigned, who assigned it, or whether the advisors transferred the conversation to the right lead. I found MCS Toolkit from LivePerson to be useful.

During the peak times last year, my company observed some downtime in the solution, which had become common with LivePerson. LivePerson couldn't handle the volume our company was getting. Right now, our company doesn't have any issues with LivePerson, but during peak times, LivePerson can improve themselves and be capable enough to support their agents.

From the point of view of a customer support agent, the last time I checked LivePerson, our company's customers could not send videos through the platform. The inability of our company's customers to send videos through LivePerson could be related to something that the customers are working on in their IT environment. There is nothing that I can suggest any new features to be added to the solution right now.

I have been using LivePerson for two and a half years.

Stability-wise, I rate the solution a seven out of ten.

Scalability-wise, I rate the solution a seven out of ten.

Around 300 to 400 people in my company use LivePerson.

I don't directly contact LivePerson's technical support team since whenever my company faces issues with the platform, we report it to our internal team, who contacts LivePerson's technical support team if required. LivePerson's technical support team is good since they are quick to solve the issues we face with the platform in our company.

My company has been using LivePerson from the time I joined it. My company does use other platforms like Khoros with LivePerson.

LivePerson is much easier to use compared to Khoros. You can learn how to use LivePerson in a day. With Khoros, one needs to get used to the product to be able to use it easily. LivePerson's user interface is much more friendly compared to Khoros since it allows you to find anything with just a few clicks. Overall, the user interface is the main difference between Khoros and LivePerson.

Our company's real-time analytics team handled the initial setup.

The solution is deployed on the cloud.

My company has an internal team, along with another team that works with the clients responsible for LivePerson's maintenance.

Those planning to use the solution must first determine the platform's use cases. In my company, when we tried to implement email support in LivePerson, it did not work. The potential users of the solution should ensure that LivePerson will be useful for the type of support they expect. LivePerson is pretty useful when it comes to web messaging or chat features. The solution's potential users have to make sure and fully understand what they will get from LivePerson as a user.

I rate the overall tool an eight out of ten.

In our company, this product was used as a platform for communication with our customers. Actually, our customers were our colleagues. So our internal development team created a page where the window with live chat was embedded. Our employees accessed this page and used the live chat window to communicate with specialists on the other end. The specialists used the platform, the admin part, to answer the questions of our employees, our customers. 

I served as an admin for this application on our side. My responsibilities involved handling questions, such as adding new features and resolving problems with the help of LivePerson support. I remember correctly I referred to these as "Talks cases" within the application. I would create these cases and then wait for the support team's response, either to perform manual actions in the application or to receive guidance on resolving various issues on their side.

LivePerson has been really useful for us. For example, there are several features, such as predefined content and rating information, that are more client-oriented. It has become a well-suited product for us because our users can contact our help desk faster than before. Previously, we used Skype for these needs, and it lacked security. With LivePerson, it has improved in this aspect, and there are many additional features that have made this application more client-oriented.

We faced some issues with the embedded window on our page. For example, we wanted to make it bigger, but we faced several restrictions. Unfortunately, I don't remember the exact reasons for that, but we were unable to make it as big as we needed. 

Additionally, we also faced some problems with links, but most of these issues have been resolved. At the moment, we have had several problems, some of which have been fixed, while others remain unresolved due to an extension function used for verification purposes.

In future releases, I would like to see improved documentation for the setup process. 

I used LivePerson in my previous company, but now in my current company, we're also trying to start using this product, but it's the first step.

It is a stable solution. I remember just several cases, and all of them were connected with general internet issues. So it wasn't a problem with this application.

It is a scalable solution. There are many options to use for various scenarios, like for small companies with a limited number of users or agents. Additionally, it's possible to increase the number of users and agents even for new companies. So, it can be a good choice for scaling.

In my company, it was around 2500 end users using this solution. 

In general, the support, in my opinion, is very professional. But one thing that was very annoying was the online bot. When you try to contact online support, you first face the bot, which says: "Hello, what is your problem today? How can I help you and so on and so on?" These questions are not informative, and you can't provide detailed answers. Even if you give your answers, the bot continues to ask more questions repeatedly. So it was a nuisance. When you are ready to talk with a real specialist, you still have to chat with the bot.

After several attempts to connect with online support, I finally figured out how to communicate with this bot in a way that speeds up the process of talking with real people.

In my current organization, we have faced the problem of not having very detailed instructions. For example, if you need to integrate this application with SSO, you need to enter some specific information. Unfortunately, we weren't able to find detailed instructions on what exactly needs to be entered in the specified fields. That's just an example. So the documentation overall should be improved for that part.

Without detailed information, we have to ask for help from support or representatives of this application, and it's not an ideal feature. I have to say that it can be resolved, but it should be something that we might need to pay for.

However, there was no maintenance required from our side. It mostly involves fixing some bugs or inquiring about certain features. So, it's not difficult to maintain, and we can handle it ourselves. However, sometimes, the instructions are not very clear, and that can make it a bit challenging to get it right.

We used other products to help our employees and customers get assistance from our help desk. One of the solutions we used for communication between employees and our company was Microsoft Teams, but it was mainly for one-to-one or group communication and some calls. It wasn't specifically used for cloud desk reasons.

I would recommend using LivePerson because it's relatively flexible for different areas of business or customer support. However, I would advise them to make good contact with their representative to get faster and more detailed answers to their requests. Discussing their needs with the representative and following some guidelines can be beneficial in the initial stages. Otherwise, they might face issues with not having very detailed instructions and may feel overwhelmed with the numerous features of this application. It's not because of the application itself but rather due to some overnight experiences with live support, meaning online support, and sometimes slow responses from the representatives.

Overall, I would rate the solution a seven out of ten. And it's not because of the application by itself, but because of the sometimes not very fast or slow responses from the representatives in the live support.

It is being used in our company for the chat process for a particular airline project. It is a communication tool for interacting with customers.

It is deployed on the cloud. It is a complete VDI process, and it is accessible from America.

The auto feature where if there are five chats and one of them goes down or a customer leaves the conversation, a new chat automatically pops up with the next customer available on the line is valuable.

It also monitors the KPIs such as your CSAT, your time of conversation, etc. All the KPIs are mentioned on the first row of the screen. This is the second feature that I love about LivePerson.

It has some predefined content. You can click on that, and it will be sent to the customer. Instead of typing a complete statement, you can use this predefined content.

They need to upgrade its user interface. Currently, it looks outdated.

They should add an auto-correction tool. If we are writing the wrong word, it should show or type the right word that we want to convey to the customer. This feature is currently not available.

I would also like to see the billing feature. During the sale process, a lot of times, we need to provide a quotation. For that, we need calculations, purchase orders, etc. LivePerson should have a feature for billing. Currently, people have to use a different tool to do the billing.

It has been almost two years.

For customer engagement, you can rely on LivePerson. LivePerson is the best tool for any company. During customer interaction, there are fewer chances of disconnecting with the customer, unless the customer wants to disconnect first. If a customer is reaching out for a service or product, this platform gives you a chance to share images, pricing, production, et cetera on the same platform.

It is scalable. Sometimes, in my company, more than 500 people are using LivePerson in a single group or demographic location at the same time. I have different offices in different parts of India.

They are responsive. If any issue happens, LivePerson is there with 24/7 support. They have supported us and worked with us. I would rate them a four out of five.

Positive

It is a simple process. It is not a difficult process. Even a non-tech user can install the LivePerson tool on a system. It may be Windows, it may be Linux, or it may be any old platform. It can be easily installed on these platforms. I don't find any difficulty in the installation. Overall, I would rate it a four out of five in terms of the setup.

If you are a new user of LivePerson, it can take time to figure out where is the history of a conversation and other things. It could be difficult in that way.

We had a consultant from LivePerson.

I am not aware of the pricing, but I have seen it not only being used in India. It is also being used in a lot of other countries such as the Philippines and Jamaica. So, I would assume that it is affordable.

For business process outsourcing, if you need to communicate through email and chat with the customer, this is definitely the best application I have come across. For chatbots, this is the best application that I have seen.

I would rate it an eight out of ten.