LivePerson Reviews & Pricing

by LivePerson, Inc. | Founded 1995, New York, NY

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Categories:

Live Chat Software
AI Chatbots
Chatbot Platforms
Chatbot Software
Chatbots For Support
Conversational AI Platforms
Customer Engagement Platforms
Live Chat For Customer Service & Support
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What is LivePerson?

Industry Specialties: Automotive, Retail, Telecommunications, Financial Services, Travel, Hospitality.

LivePerson is a cloud-based conversational platform that helps businesses improve customer relationships through real-time, intelligent engagement. Brands can use the omnichannel workspace to engage with customers at scale. It also helps benchmark, track and optimize sales, marketing and customer service KPIs. It’s accessible from desktops and iOS or Android devices, simplifying collaboration across distributed workforces.

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User Sentiment i

Based on 126 reviews:

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Product Screenshots and Videos

#16

LivePerson is ranked #16 in the Live Chat Software product directory based on the latest available data collected by SelectHub. Compare the leaders with our In-Depth Report.

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LivePerson Pricing

Based on our most recent analysis, LivePerson pricing starts at $40 (Monthly, Quote-based).

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Price: $
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Starting From: $40
Pricing Model: Monthly, Quote-based
Free Trial: Yes, Request for Free

Training Resources

LivePerson is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for LivePerson:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

LivePerson Benefits and Insights

Why use LivePerson?

Key differentiators & advantages of LivePerson

Improved Customer Satisfaction: LivePerson enables real-time communication, allowing customers to get immediate assistance, which significantly enhances their overall experience.
Increased Efficiency: By automating routine inquiries with AI chatbots, LivePerson frees up human agents to handle more complex issues, boosting operational efficiency.
Cost Reduction: Utilizing AI and automation reduces the need for large customer service teams, leading to substantial cost savings for businesses.
Enhanced Personalization: LivePerson’s AI-driven insights allow for tailored interactions based on customer history and preferences, fostering a more personalized customer journey.
Scalability: The platform can easily scale to handle increased customer interactions during peak times without compromising service quality.
Data-Driven Decisions: LivePerson provides detailed analytics and reporting, enabling businesses to make informed decisions based on real-time data.
Omnichannel Support: Customers can engage through multiple channels such as web, mobile, and social media, ensuring a seamless experience across platforms.
Proactive Engagement: The software can initiate conversations based on user behavior, helping to preemptively address potential issues and improve conversion rates.
Reduced Response Times: With AI handling initial queries, response times are significantly reduced, leading to quicker resolutions and happier customers.
Employee Satisfaction: By offloading repetitive tasks to AI, human agents can focus on more rewarding and complex interactions, improving job satisfaction.
Enhanced Security: LivePerson ensures secure communication channels, protecting sensitive customer information and maintaining trust.
Global Reach: The platform supports multiple languages, allowing businesses to engage with a global customer base effectively.
Integration Capabilities: LivePerson integrates seamlessly with existing CRM and other business systems, ensuring a cohesive workflow.
Brand Loyalty: Consistent, high-quality customer interactions foster stronger relationships and increase brand loyalty over time.
Revenue Growth: By improving customer engagement and satisfaction, LivePerson helps drive higher sales and revenue growth.

Industry Expertise

LivePerson is a powerful tool for large enterprises across various industries, particularly those with significant customer engagement needs. It's ideal for customer service, marketing, and sales teams seeking to enhance communication strategies and leverage AI-driven conversations to improve customer experience.

LivePerson Reviews

Average customer reviews & user sentiment summary for LivePerson:

126 reviews

76%

of users would recommend this product

LivePerson has a 'good' User Satisfaction Rating of 76% when considering 126 user reviews from 4 recognized software review sites.

Synopsis of User Ratings and Reviews

Based on an aggregate of LivePerson reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

User-Friendly: LivePerson is praised for its intuitive design, making it easy for teams to get up to speed quickly.
Reliable Performance: Users highlight the platform's stability and speed, ensuring smooth operation even during peak traffic.
Seamless Integrations: LivePerson's compatibility with other business applications streamlines workflows and data sharing.
AI-Powered Efficiency: The platform's chatbots effectively manage high volumes of customer interactions, freeing up human agents.
Real-Time Insights: LivePerson provides analytics dashboards that offer immediate feedback on customer interactions and agent performance.

Cons

Difficult Setup: Getting LivePerson up and running can be a real headache, especially if you're creating complex chat flows and marketing campaigns. It's not exactly plug-and-play.
Confusing User Interface: The platform's user interface has been criticized for being clunky and difficult to navigate. Imagine trying to find a specific setting in a sea of menus - that's the kind of frustration you might encounter.
Unreliable Customer Support: While LivePerson's platform is generally reliable, their customer support can be hit-or-miss. Some users have reported slow response times and unhelpful assistance when they've run into problems.

Researcher's Summary:

Is LivePerson truly a "live person" when it comes to meeting customer needs? While LivePerson has garnered a mixed bag of reviews, certain trends emerge. Users on G2 praise its chat functionalities, highlighting its speed, reliability, and seamless integration capabilities, which are essential for businesses aiming to provide real-time customer support. Gartner echoes this sentiment, emphasizing the platform's user-friendliness, particularly for those new to AI-powered solutions. This ease of use is crucial for businesses looking to implement and utilize the platform effectively without extensive training. However, Trustpilot paints a different picture, with a "Bad" rating based on numerous reviews, indicating significant areas of concern and suggesting that LivePerson may not be living up to its full potential in the eyes of many customers.

Despite some positive feedback, the volume of negative reviews raises concerns. The lack of a free trial, coupled with what some users perceive as unjustified pricing, particularly for the higher-tier plans, presents a barrier to entry and potentially contributes to dissatisfaction. This pricing structure might make it less appealing for smaller businesses or those with limited budgets, especially when compared to competitors offering more flexible pricing models.

In conclusion, LivePerson seems best suited for businesses prioritizing robust chat functionalities and AI capabilities, particularly those already familiar with or willing to invest in learning the platform. However, potential customers should weigh the platform's strengths against its reported weaknesses, including cost and customer feedback, to determine if it aligns with their specific needs and budget. Exploring alternative solutions might be prudent for businesses seeking a more comprehensive or cost-effective customer engagement solution.

Key Features

Messaging Connectors: Integrate third-party channels with contact center operations to interact with customers effectively. Create and manage customized bots, measure operational efficiency with in-depth reporting and use built-in features for simple, centralized messaging.
Automated Feedback: Collect feedback from customers using the skill-specific survey bot to send automatic, customizable, close-ended text questions. Measure agent performance, gain insight into consumer sentiment, enhance brand KPIs, and determine CSAT, FCR and NPS metrics.
Reporting: In-depth reporting tools monitor operations and analyze revenue, engagement and agent activity. Easily track conversion rates and performance metrics on pre-built, customizable dashboards.
Conversation Builder: Create native bots using pre-built, industry-specific templates to improve automated conversation flows with a single UI. Connect messaging channels and business systems with full integration. Non-technical staff can create, optimize and visualize bots, and improve customer interactions with a point-and-click interface and simple dialog flows.
Security: Authenticate users with proof of identity and set customer-specific questions. Includes a TOTP system with multi-factor authentication and mTLS protocol to secure connectors and integrations.
AI-Powered Chatbots: Automate customer interactions with intelligent chatbots that can handle common queries and tasks, reducing the need for human intervention.
Omnichannel Messaging: Engage with customers across multiple channels such as SMS, WhatsApp, Facebook Messenger, and your website, all from a single platform.
Real-Time Analytics: Monitor and analyze customer interactions in real-time to gain insights into customer behavior and agent performance.
Customizable Workflows: Design and implement tailored workflows to streamline customer service processes and improve efficiency.
Proactive Messaging: Initiate conversations with customers based on their behavior and preferences, enhancing engagement and satisfaction.
Secure Data Handling: Ensure customer data is protected with robust security measures and compliance with industry standards such as GDPR and CCPA.
Integration Capabilities: Seamlessly integrate with CRM systems, e-commerce platforms, and other business tools to create a unified customer engagement ecosystem.
Voice and Video Chat: Offer customers the option to connect via voice or video calls for more personalized and effective support.
Agent Assist Tools: Provide agents with AI-driven suggestions and resources to help them resolve customer issues more efficiently.
Custom Reporting: Generate detailed reports tailored to your specific needs, helping you track key performance indicators and make data-driven decisions.
Co-Browsing: Allow agents to view and interact with a customer's web browser in real-time, facilitating more effective troubleshooting and guidance.
Natural Language Processing (NLP): Leverage advanced NLP to understand and respond to customer inquiries in a more human-like manner.
Campaign Management: Create and manage marketing campaigns directly within the platform to drive customer engagement and conversions.
Customer Segmentation: Segment your audience based on various criteria to deliver more targeted and relevant communications.
Knowledge Base Integration: Integrate with your existing knowledge base to provide customers with quick access to self-service resources.

Limitations

At the time of this review, these are the limitations according to user feedback:

Limited export options for chat transcripts.

Suite Support

24/7 live messaging support is available with Whatsapp and Facebook integration. For issues requiring immediate attention, log into the Conversation Cloud to contact support.

Email: Not mentioned.

Phone: Not mentioned.

Training: Access user guides, tutorial videos and FAQs in the Knowledge Center. Develop an expertise in AI-powered conversational messaging using the Institute curriculum.

Tickets: Available for customers as part of the CSO package.

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