Management Consultant at a tech services company with 501-1,000 employees
MSP
Top 20
2023-09-06T11:54:55Z
Sep 6, 2023
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.
System Administrator at a computer software company with 1,001-5,000 employees
Real User
Top 20
2023-07-12T13:15:47Z
Jul 12, 2023
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.
They need to upgrade its user interface. Currently, it looks outdated. 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. I would also like to see the billing feature. During the sale process, a lot of times, we need to provide a quotation. For that, we need calculations, purchase orders, etc. LivePerson should have a feature for billing. Currently, people have to use a different tool to do the billing.
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.
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.
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.
They need to upgrade its user interface. Currently, it looks outdated. 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. I would also like to see the billing feature. During the sale process, a lot of times, we need to provide a quotation. For that, we need calculations, purchase orders, etc. LivePerson should have a feature for billing. Currently, people have to use a different tool to do the billing.