Average
Based on 122 reviews
LivePerson3.3Honesty, pricing, process and quality scores appear once 5 customers have rated them.
LivePerson delivers AI-powered customer engagement solutions that enable your brand to have conversations with millions of consumers as personally as you would with a single consumer. With LivePerson, brands are reducing customer care costs and increasing annual sales. LivePerson unlocks these benefits because our modern approach to customer engagement runs on AI, but feels Curiously Human™. By partnering with LivePerson, you can:Gain real-time insight into 100% of conversations you have with consumers, across the IVR, live voice, and digital. Our Conversational Intelligence unlocks deep cost savings and conversion opportunities that inform consumer experience strategies and business processes across the enterprise. It takes more than click and survey data to improve customer engagement. It requires understanding the voice of the customer. Engage with consumers in and across the communication channels they already enjoy, from popular messaging and social apps to your brand’s app, web site, and voice. Convenience is king. Consumers prefer brands that give them choices when it comes to where and how they have a conversation. Automate conversations with Conversational AI built on the world’s largest data set of consumer conversations. Our pre-tuned NLU consistently outperforms other AI solutions with faster time to value and higher intent recognition. It’s the foundation of a complete toolset to build, run, and optimize Conversational AI for care and commerce.Empower agents with AI to supercharge cost savings and customer satisfaction. We use AI to prioritize agent queues, signal agents on the right moment to step into an automated conversation, and assist agents with the right content for each turn of the dialogue. Agents annotate automated recommendations, so the system continually improves them. Together, these capabilities can double agent productivity while reducing agent attrition. Connect our capabilities with your broader systems to bring their full power to yo
LivePerson (liveperson.com) has 122 customer reviews on Folks Told, with an average rating of 3.3 out of 5.
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PX P.
The primary issue with this company rests with the Leadership teams. They have great individual contributors who often work hard to support customers only to be hampered by terrible leadership. With multiple executives turning over in short order and a terrible product roadmap that changes every quarter resulting in failed promises... It's easy to see why they are struggling financially.
MKH
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.
Reply from LivePersonDec 4, 2020
Thanks for your thoughtful feedback, MKH. We've passed along your comments to our product teams, and we'd like to help get to the bottom of the specific issues you mention. Feel free to reach out to me directly at [email protected] and I can get you connected.
Angela A.
We have used LivePerson as our customer chat solution on our site for years. In the past year or so, we started encountering problems where their servers would have issues which ended up causing our site to load slowly or not load at all (We are an eCommerce company, we cannot afford to have our website unavailable to potential customers!) because they were requiring us to pull info from their server. When this happened, we were unable to contact support in a timely manner because the only support available on their website was via their live chat, which was down. I had the phone number for one support person that I was able to use a couple of times, but then that was disconnected and I was never able to get another phone number. We made the decision to look into other options, and I brought this up to one of their representatives in August when I wanted to downgrade our account. The entire downgrade/cancellation process was frustrating, and at one point we were switched to an annual contract out of nowhere. I finally got the cancellation confirmed in October, and was surprised to see that we were charged again for November. When I asked about this, I was informed that there is a 90-day termination notice required, something that was never mentioned to me before. This whole process has been way more difficult and misleading than necessary, and it has soured me on our entire experience with LP. At this point, I would not recommend the service to anyone.
Nathan
We stayed with Liveperson for a couple of years because their live chat technology is pretty good. However, when you try to manage your account or cancel alltogether, it's another story. There is no account managament portal. You have to contact someone through live chat to make changes to your account. Apparently their cancellation policy is buried somewhere in their knowledgebase, but it's hard to find. So I ask them over live chat to cancel our account, and after they say they will process the cancellation, they inform me that they need 90 days' notice. We've been paying month to month. We signed no contract. That's pretty sketchy if you ask me. So sure enough, we get charged for two seats that we're no longer using the next month. I complain. They say the policy is in their knowelgebase and don't seem to care about winning us back. So there you go, we'll never consider them for future live chat.
