LiveEngage Review

LivePerson
Product:
Vendor:
Founded:
Headquarters:
LiveEngage
LivePerson
1995
New York, NY
Ownership:
Customers:
Deployment Model:
Free Trial:
Public
18,000
Cloud
No

LiveEngage At A Glance

Good: Ability to manage multiple conversations from different channels simultaneously, AI features that recognize customer's intent and sentiment, guided Conversation Builder for nontechnical users.
Bad: It doesn't currently integrate with Instagram, interface is not always intuitive.
Bottom Line: AI-powered conversational platform that lets agents efficiently communicate with customers.

Product Overview

LiveEngage is a conversational artificial intelligence (AI) platform that empowers agents to communicate with their customers via text and popular messaging channels (e.g., WhatsApp, Facebook, Twitter). It uses AI-powered chatbots that provide answers to commonly asked questions, so customers get answers quickly and agents can focus on more critical issues. The platform allows agents to track multiple conversations from different channels. They can also track the conversational health between a customer and the chatbot, so they can intervene if a customer is having a negative experience.

LiveEngage is an open platform that includes pre-built integrations and an API library, so companies can integrate it with their customer relationship management (CRM) software, enterprise resource planning (ERP) systems or any of their other existing applications. It’s also deployed in the cloud to accommodate businesses with remote agents.

The software has numerous benefits, including:

  • The ability to manage high-volume messages in popular platforms, such as social media
  • Improved customer service (e.g., customers won’t need to wait for an email response or be put on hold)
  • Increased revenue as customers can purchase products via live chat
  • Reduced staffing needs

While LiveEngage is intended for call center and other customer service roles, it also benefits marketing and sales teams. Marketers can use chatbots to target and qualify potential buyers (e.g., special promotions) and sales teams can chat with buyers online to answer their purchasing questions.

Features

We’ve listed some of LiveEngage’s key features below.

Chatbot set-up – LiveEngage offers a library of pre-built chatbot templates geared toward specific industries or use cases that companies can modify to fit their needs. There’s also the Conversation Builder that guides nontechnical users in building a chatbot and setting up conversation flows.

Messaging channels – Users can manage chatbot conversations from different channels, such as their website and mobile app, Apple Business Chat, WhatsApp and Google Rich Business Messaging. There’s also a Social Connect feature that lets users integrate LiveEngine to Facebook and Twitter.

Although live chat has the benefit of being instantaneous over email and phone calls, users can still manage and respond to emails and calls via the software. They can even add a call-to-action within each email to direct customers to a messaging channel. Similarly, there’s a Call-to-Message feature that uses IVR to direct customers to SMS messaging for a faster response.

Finally, LiveEngage integrates with Google AdLingo, so customers can message the company by clicking on its Google display ad.

Advanced management tools – The platform has a proprietary Meaningful Connection Score (MCS) that uses AI to measure a customer’s sentiment (“feelings”) during a conversation between a customer and chatbot and provides a positive, negative or neutral score based on a phrase or punctuation. If there’s a negative score, an agent can step in and communicate with the customer directly. These scores can help users better optimize the chatbot.

There’s also a SmartCapacity feature that analyzes how fast an agent responds to each message in a conversation to determine the agent’s capacity to handle multiple conversations at once. It redirects the agents to focus on specific conversations based on the intensity, which helps prevent agents from feeling overwhelmed.

Lastly, users can measure customer intents, conversation duration, conversions and other metrics by utilizing built-in reporting templates or creating their own custom reports.

Target Market

LiveEngage is intended for all company sizes in many industries, such as retail, finance, education and travel. We’ve listed 10 of its clients below.

  • Backcountry
  • Bankwest
  • David's Bridal
  • Gett
  • Home Depot
  • IBM
  • Lancome Paris
  • Sky UK
  • Virgin Atlantic
  • Vodafone

Implementation/Integration

New clients work with LivePerson’s implementation team, which designs the process and its timelines based on the client’s needs and requirements. LivePerson also has a dedicated training curriculum for new users and clients that wants to further optimize their LiveEngage platform.

Customer Service & Support

Users can access the knowledge center to browse articles, submit a ticket and connect with its chatbot. There’s also a community forum that’s geared toward developers.

Pricing

LivePerson doesn’t publicly release its pricing information. Please contact the vendor directly for a customized quote.

Shortcomings

LiveEngage currently doesn’t integrate with Instagram, but that feature is in the pipeline. Users have also mentioned that the interface is outdated and not always intuitive.

Screenshots

LivePerson Screenshot 1
LivePerson Screenshot 2
LivePerson Screenshot 3

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About

LivePerson’s mission is to make life easier for companies and their customers by using conversational AI in their communications. It was founded in 1995 as a live chat solution and has gradually added new features, such as at-scale messaging and AI functionality.

LivePerson has been recognized on Fast Company’s 2020 World Most Innovative Companies List and as a Leader in the Forrester New Wave Digital-First Customer Service Solution for Q2 2020. It’s headquartered in New York and has offices in Atlanta, Seattle, Mountain View (CA), Germany and Israel.

Send feedback or corrections to feedback@betterbuys.com.

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