Last Updated
Overview
LivePerson automates customer conversations, enhancing engagement across digital channels. While it significantly reduces response times, smaller businesses may find setup complex and costly. However, its ability to handle large volumes of queries makes it a strong tool for improving customer service efficiency.
LivePerson Specifications
- Natural Language Dialogue
- Smart Data Discovery
- Self-Service Dashboards
- Text to Speech & Speech to Text
LivePerson Features
Digital Transformation
LivePerson facilitates digital transformation by enabling businesses to shift from traditional communication methods to AI-driven interactions. This streamlines operations, reduces costs, and improves customer experiences by providing consistent, personalized engagement across various digital platforms.
Voice to Digital
This feature converts voice interactions into digital conversations. It enables businesses to manage and analyze customer communications more effectively, enhancing responsiveness and enabling seamless transitions between voice and text channels for a better customer experience.
Customer Service
The software revolutionizes customer service by automating routine inquiries and directing complex issues to human agents. This approach reduces wait times, increases efficiency, and ensures customers receive accurate, timely support.
B2B Sales and Marketing
LivePerson uses AI to engage prospects, nurture leads, and facilitate sales conversations. This improves conversion rates, reduces manual workload, and allows businesses to scale their outreach efforts more effectively.
Conversational Commerce
This feature enables businesses to conduct sales directly within chat interfaces. It makes purchasing more convenient for customers, reduces friction in the buying process, and drives higher conversion rates through personalized, real-time interactions.
Pros And Cons of LivePerson
Pros
Intuitive interface
Scalable and secure platform
Excellent integration with messaging platforms
User-friendly
Customizable chatbots
Cons
Missing some desired platform features
Limited alert system for issues
Cannot set different channel thresholds
Customer support could be better
LivePerson Reviews
Total 25 reviews
4.9
All reviews are from verified customers
Rating Distribution
5
Stars88%
4
Stars12%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Anonymous
Not Specified, 500+ employees
Less than 6 months
“Most advanced digtal customer service softwares”
Pros
I've been using the LivePerson softwares for years, even before they ventured into chat. One thing that's always stood out to me about them is their willingness to embrace new, emerging technologies and adapt quickly. Their integration with Conversational support software, alongside automation and easy-to-navigate features, has been an invaluable resource for our organization, offering support precisely when our staff and customers need it.
Cons
Personally, I'd like to see more interface choices. The current chat window has been the same for quite a while, and it could really use some updating.
Rating Distribution
Ease of use
9
Value for money
10
Customer Support
9
Functionality
10
Joe D.
Full Stack, 500+ employees
Less than 6 months
“They understand deeply, the services they provide and continually see how to improve them.”
Pros
I believe that with Conversational AI, they're truly at the forefront in terms of the services they deliver.
Cons
While there were some challenges with the reps initially, over the past few years, they've become an essential partner for us.
Rating Distribution
Ease of use
8
Value for money
6
Customer Support
10
Functionality
8
Dionne L.
IT, 101-500 employees
Less than 6 months
“Robust tool especially for messaging heavy contact centers”
Pros
The LivePerson tool is incredibly versatile and packed with modern capabilities. One thing I really appreciate is the support they offer. Collaborating with the LivePerson team to explain our roadmap and vision has always been rewarding, as they consistently help us bring those ideas to life.
Cons
When it comes to handling messages in different languages, I wish LivePerson could automatically not show a language option if no agents fluent in that language are available. It would also be helpful if it allowed for different message limits per channel. For instance, setting an agent's profile to handle 4 web chats but only 1 SMS. Right now, there's only one limit per agent.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Frequently Asked Questions
Does LivePerson offer an API?
Yes, LivePerson offers an API.
What language does LivePerson support?
LivePerson supports English and Spanish.
What other apps does LivePerson integrate with?
LivePerson integrates with NetSuite, Salesforce and Microsoft Dynamics.
Does LivePerson support mobile devices?
LivePerson supports Android and iOS devices.
What types of pricing plans does LivePerson offer?
Users can get custom pricing for their businesses.
Who are the typical users of LivePerson?
The typical users of LivePerson are those in the financial services, retail and cable industries.
What level of support does LivePerson offer?
LivePerson offers Knowledge Base, email, chat, phone support and FAQs.