LivePerson Reviews

Name: LivePerson
Brand: LivePerson
Rating: 4 (3 reviews)

3.8 out of 5

3 reviews
100% willing to recommend

What is LivePerson?

LivePerson is a provider of online engagement solutions that facilitate real-time assistance. Connecting businesses and experts with consumers seeking help on the Web, our hosted software creates more relevant, compelling and personalized online experiences. More than 8,000 companies, including EarthLink, Hewlett-Packard, Microsoft, Qwest, and Verizon, rely on LivePerson to maximize the impact of the online channel.

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LivePerson is the #7 ranked solution in top AI-Powered Chatbot vendors. PeerSpot users give LivePerson an average rating of 7.6 out of 10. LivePerson is most commonly compared to ServiceNow Virtual Agent: LivePerson vs ServiceNow Virtual Agent. LivePerson is popular among the large enterprise segment, accounting for 77% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 23% of all views.

Helped 800,688 peers since 2012

Featured reviews

Sitanshu Kumar Mishra

Project Manager at Infosys

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.

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Uras Koç

Management Consultant at a tech services company with 501-1,000 employees

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.

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reviewer2232957

System Administrator at a computer software company with 1,001-5,000 employees

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.

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LivePerson mindshare

As of September 2024, the mindshare of LivePerson in the AI-Powered Chatbots category stands at 2.3%, down from 3.5% compared to the previous year, according to calculations based on PeerSpot user engagement data.

AI-Powered Chatbots

Key learnings from peers

Valuable Features

"LivePerson's technical support team is good since they are quick to solve the issues we face with the platform in our company."
"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."
"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."

Room for Improvement

"During the peak times last year, my company observed some downtime in the solution, which had become common with LivePerson."
"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."
"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."

Pricing

"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."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our LivePerson Buyer's Guide for additional reliable information.