LivePerson Reviews 122

Having Live Person as a way for our customer's to reach us during these times is something we are all fortunate to have. And then on top of it all we get to work with Safeer while doing so. Safeer has really helped me dive deeper into the tools to help not only myself, but my company to expand on services provided by Live Person.

My experience with LivePerson has been great. My success manager has meet all my needs and offers solutions for my future grown and development.

Our LP customer success team of Safeer Islam and Brendan McNerney are very helpful and responsive. I have also recently had some live chat support sessions that were very helpful. My only real issue is with the reporting. I would like to be able to create and schedule my own reports. The Predefined Grids are useless if you ask me. They have no filtering capabilities and the results do not seem to match up to my other reports. I recently took a good look at the Performance Messaging Agent Grid and this was the feedback I provided to Safeer -
1) The Performance Messaging Agent Grid – I only see Monthly and Daily options. Is there any way to get this weekly?
(Daily would work once we had the API set up to go directly to Medallia, but would be tedious if manual daily uploads to Medallia were required)
If I have to choose one option I would have to say daily so that we can start monitoring from the start.
2) The Performance Messaging Agent Grid pulls in all groups and all skills for all agents – 1) whether they had activity or not (a lot of blanks) and 2) even though the title of the grid would lead you to believe that is just reports on Messaging activity I see that it still includes Ram’s team who is in the Main Group and on Chat. Can we filter for a specific group (Webcare Messaging) or at least only for groups that are set up for Messaging?
3) The agent is listed with ALL skills whether they are assigned to them or not and even if they did not have any activity.

Love LivePerson! They are so easy to use, have an amazing support team, and a great variety of products and services to offer. I appreciate them making our lives easier.

Safeer does well for us and has become the face of live person for our team. I'm happy with the service and responsiveness we receive.

LivePerson has provided Aqua-Aston Hospitality with the best platform to engage with our audience on the business messaging platforms that they prefer, which has helped us to generate more revenue and improve overall customer satisfaction.

WIthout LivePerson, we can't imagine how else we would be able to respond to inbound messages across FaceBook, Apple Business Chat, Google My Business, and WhatsApp.

The service is excellent, the team ( both sales and customer support ) have an efficient way of resolving any matters presented. I have no complaints, I had some service issues in our beginnings but all of them have been addressed accordingly.

Customer support has been abysmal.
I have:
tier 3 # 01102504 which has been open for well over a week with no response from anyone

tier 2 # 01104687 opened and said would be fixed in a day. now i keep getting messages, after a week, that you are trying to close it because I haven't responded. I have responded to every email! I also posted error messages I'm receiving into the ticket comments.

At this point I am in limbo, cannot create any messaging engagements, or edit any of the current chat engagements we deployed because messaging doesn't work.

We are ready to abandon the product. For a company that sells customer service solutions, this is a pretty bad look.

Jim

LivePerson has helped us tremendously to communicate quicker with clients, offer a better service experience and has impacted our bottom line. There is no question that LivePerson is an integral part of our service offering.

Safeer has been, and continues to be a knowledgeable resource as we continue to learn and optimize our CTC efforts.

Very easy to implement, functionality is great and the support is incredible! I highly recommend!

My experience personally have been flawless, their support is always there, the tool always works, is user-friendly, I love my job thanks to them! And this is 100% true!

LivePerson is a great tool for chat and messaging in the call center environment. You always have access to knowledge articles and Tech Support if you need anything, too!

Our contact at Live Engage is always responsive

The platform, itself, is top-notch. Overall, LivePerson has been an invaluable tool in our digital consumer care team's toolbox.

The Pro's:
- A breadth of useful features and tools within the dashboard
- User-friendly navigation
- The ability to pull reports
- Constant introduction of new tools and features
- Can handle a large volume of interactions
- A dedicated support team

The Con's:
- More detailed/complex reports are difficult to pull
- Reporting navigation can be difficult
- Beta features have poor support

Our sales agents enjoying using this tool to communicate with customers, the canned messages and the layout are very user friendly.

Our company has seen a recent increase of chats over the last year and we are now working on building a bot. We are excited to get this new feature implemented!

Speaking for only myself, I have been very impressed by the quality of engagement and support that that LivePerson team has provided me. I have also been impressed by their commitment to continuous improvement through the rollout of new features as well as willingness to listen to our needs for future needs or custom functionalities.

My only concerns are that the transition between the old and new features has sometimes been rocky and the knowledge base (which is generally very helpful) is sometimes out of data or incomplete, as well as somewhat difficult to search.

4/5 stars.

Great platform. No one else in the industry is doing the kinds of stuff they’re doing. Building a bot is tricky but they help you build it or they build it for you completely. Being in the retail industry, they’ve helped me scale sales related questions to help convert sales faster. In the past someone would email a question and we would reply next day, potentially giving an entire day for the user to find an alternative. Now we help right when and where they need help to close the deal faster.

We were a loyal customer for years. Our liveperson stopped working for two months because of an image issue in their backend - we were not notified. When we finally got it to work again, it would only work on and off. I was unable to reach a customer service rep on the phone no matter ow much I asked They refuse to call you. They will only let you live chat or email. I finally spoke with our "Customer Success Manager" about the issue and she refused to credit us for the two months and said she is going to almost triple our rate! Their pricing is already higher than all the plans on the market and they do not have any pricing transparency.

Our Customer Success Manager asked why we were leaving (after we had gone back and forth for a week). I wrote the same thing as above and she said "Great. Your account will be cancelled in a month."

Awful service. I don't know how they are still in business. Stay away!!