LivePersonReviews of liveperson.com

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.

The LivePerson team has been awesome to work with, very patient and understanding of our unique needs. They have been supportive and helpful in the continuous building and optimization of our account.

They advertise Voice To SMS but its nowhere on the site. Everything's Automated so there's no way to reach an actual person. I wasted two hours trying to play with their platform today and I am not impressed. Companies like this advertise something, real you in, waste your time and then don't give you what you actually wanted.

We had a rough time fixing some issues we had last fall but things have gotten much better. Good recovery.

LivePerson offers great support and the messaging capabilities are exactly what we needed!

LivePerson has been a great partner for us in turning our business into a messaging-first company. Call centers are expensive and not as efficient as agents and bots handling conversations.

Liveperson is our solution provider for WhatsApp for over a year now. We're a big travel app, and receive over +1000 conversations daily and our experience with LivePerson has been smooth. In terms of software, our agents found it very easy to use. In terms of support, our account team has been extremely supportive and proactive. Livechat technical support have shown significant improvement over the year. What I like the most, besides the support, is LP's conversation builder, makes building chatbots, even complex ones, simple with the dropdown interface. The report builder is also great, helped our operations teams track their performance and pinpoint improvement opportunities. My only recommendation would be to spend more time on the data metrics definitions documentation and formula calculation explanation.

Appreciate the superb support from your team.