LivePerson Reviews

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.

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.

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.

Pros

LivePerson provides an excellent workspace when it comes to chat, it's fast, dependable, easy to set up, and it's easy to integrate with other applications. Their customer support is responsive and trustworthy. Since we adopted LP in 2023, we haven't looked back.

Cons

Some features are somewhat hidden and should be easier to access, like the time-tracking option.

Pros

The team is incredibly well-versed and has been a tremendous help to us over the years, enabling us to get the most out of our messaging program.

Cons

Previously, new features weren't announced in a timely manner, but I've noticed a lot of improvement over the past year. They're definitely moving in the right direction.

Pros

It offers a great overview of all incoming chats, and it's simple to set up bulk messaging, along with creating tooltips and product tours.

Cons

The system works efficiently and handles all our chats and leads without a hitch.

Pros

It efficiently sends us notifications and alerts in a timely fashion without interrupting our workflow.

Cons

When we receive a high volume of notifications consistently, the interface becomes difficult to manage.

Pros

LP chatbots are capable of handling a broad range of customer requests, from simple to more complex queries. It's easy to configure, and allows us to customize it to our specific needs.

Cons

We are in the process of bringing in a third-party service to enhance our customer service experience.

Pros

It allows for seamless communication, ensuring that conversations flow without interruptions or delays. Whether you're dealing with a large volume of messages or just a few, the chat feature handles everything with ease, making the overall experience hassle-free and efficient.

Cons

I don't have any complaints about the system at all.

Pros

The LivePerson system helps manage the messaging channels for our service, including social networks and WhatsApp.

Cons

The online reports and dashboard could use some updates.

Pros

I find the LivePerson customer support team approachable, and I've always had a positive experience collaborating with them.

Cons

I find the Analytics builder a bit tricky to use and the filtering options for reports feel limited because the information isn't all in one place. You need to know a lot about the product to extract what you're looking for.

Pros

Having been a long-time customer, it's been great watching the brand continue to grow. I especially like the new pod support structure, which has improved our business outcomes by ensuring projects are delivered on time, thanks to the high-quality team of engineers. At the same time, the new Next Gen products, like the Report Centre and Co-Pilot, have allowed us to develop new solutions that align with the future of our brand.

Cons

After working closely with LivePerson for four years, I can honestly say I've had no issues with either the product or the service during that time.

Pros

LivePerson has proven to be a very useful software. It's genuinely transformed the way we operate. Its AI features have streamlined our daily tasks, and the team behind it has made automating our processes very smooth.

Cons

There's room for improvement on the software, like adding alerts for specific intents or notifications when chats are stuck in the queue, or if something isn't right with one of our usual metrics.

Pros

They're always prompt and supportive in enhancing our business strategies.

Cons

I don't dislike anything, but I think improving Elpi could help make searching for issues smoother.

Pros

The relationship with our Customer Success Manager has been invaluable.

Cons

I get inconsistent advice from different team members.

Pros

This software is a fantastic, continually evolving software that offers flexibility to meet the demands of complex financial institutions. The customer success team is capable and supportive.

Cons

Like some long-standing softwares, certain areas of LivePerson are due for an update. The reporting suite, for example, feels slower and less efficient compared to other parts.

Pros

We can connect with our customers whenever and wherever they want to reach us, thanks to LivePerson.

Cons

The pricing is very demand-based, meaning it doesn't offer all the features in one package.

Pros

LivePerson has enabled me to consolidate all my customer communication channels into one easy-to-manage software. The chat program alone has significantly boosted my sales.

Cons

I wouldn't say I dislike anything about LivePerson, but it's not immediately understandable. It takes some time and training to get the hang of it.

Pros

The interface is extremely user-friendly, and the features are simple yet effective.

Cons

It would be helpful if the settings were more flexible to manage, as there are some restrictions based on business lines.

Pros

I recently joined the team to assist in migrating our existing system to the Messaging software. The launch wouldn't have been as successful without the dedicated support team at LivePerson. Everyone was so knowledgeable and offered excellent advice.

Cons

Sometimes, the software is not as simple as you'd expect, but the Admin Guide is useful, and if that doesn't help, I've got a great CSM to turn to.