LiveEngage

• Visitor Targeting
• Transfers
• Shortcut Messages
• Persistent Chat
• Offline Form
• Knowledge Database
• Co-Browsing
• Agent Scheduling
• Video Chat
• Call Me Option

• Company Name: LiveEngage
• Headquarter: New York,
• Website: Visit Website
• Social Media:

Support is always available and…

Support is always available and welcoming and eventually an answer or resolution is reached! I am optimistic about our ongoing partnership with the new account manager and we are already seeing efficient results and very clear straightforward communication.

AN

- Anna

Reviewed at 04/10/2021

Source: trustpilot.com

Was forced into taking up a contract

Was forced into taking up a contract, after they took our livechat function down, without any pre-warning. The account manager did not explain the new contract correctly. We cancelled 10 days after signing. Billing confirmed the cancellation, however decided to charge us for the months we did not have access to the site, the account manager decided the terms of the contract were binding for 12 months, even though billing confirmed the contract had been cancelled. Numerous emails sent to the account manager, the legal team, billing, but all failed to respond or confirm cancellation. The account manager is still adamant the contract is still valid. It is evident he is simply interested in the sale as appose to customer service and on-boarding us in a fair and proper manner. We had been clients of Liveperson for many many years, not anymore.

SA

- Sam

Reviewed at 06/07/2021

Source: trustpilot.com

Appalling customer service

Appalling customer service. We discontinued their service and cancelled last year, yet were charged over $1200 this year. No way of communicating with them as there was no response to numerous emails, so the only recourse was challenging the charge with our bank. For a company that sells customer service, theirs is non-existent. Several billing problems when we started, too. Chaotic company that should be avoided.

RA

- Rajiv

Reviewed at 01/05/2021

Source: trustpilot.com

Inconsistent technology outside of BASIC functions.

LivePerson is great if you just want to use the basic of basics features on their platform. For starters they offer 2 different types of "chat"; Live Chat and Messaging. I think it would be better to have 1 actual chat option, instead of the 2 different types that are offered. Features for BOTH are something that I'd like in ONE option, but with some features available on Messaging, and others on Live Chat, it can make it difficult to figure out which one would work 100% the best for your scenario. The moment you get into anything remotely complicated, including their bots, performance is unbelievably inconsistent. Bots constantly need to be baby sat as they stall out more than a couple times a month. Meaning, for example, an end user ends up in a bot, selects an option, and NOTHING happens, even though NO changes have been made to the bot, and the bot had been working perfectly fine for days/weeks after the last change was made. Using SDEs to pull customer info is also inconsistent. Sometimes it pulls the data requested, sometimes it doesn't. Analytics don't seem to be consistent either. A few groups here have noticed this and it has caused major concern. As far as customer service is concerned, it's OK. If you have the contact information for a technician, it's usually pretty easy to get a hold of someone. Otherwise, using their chat in the program, you're almost always going to have a ticket submitted on your behalf.I've been an admin for the LivePerson platform at 2 different companies and always found the product quirky, but since their changes from about a year ago, inconsistency seems to be the only thing consistent with this application. It also seems like new features are being constantly added. I think before anymore new features are released, LivePerson needs to take a long hard look at what they're already offering and work to get the bugs out before adding anything new.

MK

- MKH

Reviewed at 30/11/2020

Source: trustpilot.com

FAKE WEBSITE!!

FAKE WEBSITE!!! YOU WILL NOT GET LIVE PERSON N ASKS LAST 4 OF SS# & NOW UNKNOWN CHARGE ON NY ACCOUNT! ALSO, ONLY GET RECORDINGS ASKING SAKES QUESTIONS FOR PERSONAL INFO! LIKE asks 1 million questions are you over 50 ?do you own lcar?Have car insurance?, and the last four digits of your Social Security!!!! IF SONEONE KNIWS WHO TO REPORT THIS SITE DO SO!!! Now I have a fake charge on my bank account????????

RB

- Renee Belle

Reviewed at 18/09/2020

Source: trustpilot.com

Read More Reviews