TrustRadius: an HG Insights company

LivePerson Conversational Cloud

Score9.1 out of 10

41 Reviews and Ratings

Get a Demo

Community insights

TrustRadius Insights for LivePerson Conversation Cloud (LiveEngage) are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Versatility and Customization: Many users have praised LiveEngage for its versatility as a tool for tracking sales, visits, and conversions. Some reviewers have mentioned that it also allows for the development of custom tools to suit specific needs.

Facebook Messaging Support: A significant number of users appreciate LiveEngage's interface that enables messaging support through Facebook. This feature allows businesses to reach a wider audience and engage with customers on a popular social media platform.

Integration with IBM Watson: Several users consider LiveEngage to be the best option for messaging BOT operations due to its partnership with IBM Watson. This integration enhances the capabilities of LiveEngage in providing efficient and effective customer service solutions.

Reviews

78 Reviews

LivePerson offers more options.

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

We use LivePerson to communicate with customers to assist with their customer service and sales needs. We are always looking for a new way to connect with our customers and this is a great way to do so. We also talk to customers over the phone and via email. We are able to reach more customers by having LivePerson.

Pros

  • Helps make accepting payments and making sales easier.
  • Provides more options for chat and translation.
  • Easy to add new agents and get them started.

Cons

  • There could be more slots for canned messages.
  • Fonts can change unexpectedly.
  • Like to better translation options and make it be more seamless.

Likelihood to Recommend

We were using the program Boldchat (currently Genesys) and while it gets the job done, it is not a great chat program. There are very few settings, you can only have so many users on at one time, and there are limited keyboard shortcuts. LivePerson fixes these issues. We often set up returns for customers and place orders and LivePerson is much better in these scenarios. LivePerson also makes it much easier to take payments because we do not have to call out to complete the transaction.
Verified User
Manager in Corporate (501-1000 employees)
Vetted Review
LivePerson Conversational Cloud
2 years of experience

LiveEngage is great for analytics and ease of visual design.

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

LivePerson LiveEngage is used for chat / messaging conversations by all of our front end agents handling customer interactions. It allows us to target the visitors we want, and get the data that we need for our reporting teams to use internally and externally. We can utilize bots on the segments of customers that might not need to go directly to an agent.

Pros

  • The Design Studio is easy to use for configuring the visual details of chat invitations.
  • They have integrated Bots, which can be used with or without human agents.
  • Their Analytics Builder lets you fully customize your reporting, and not be stuck with predefined reports.

Cons

  • Building the chat engagements and campaigns can be confusing with the multiple levels of configurations (target audience, entry point, behavior), which can cause the need for an overhaul on overall planning. e.g. Instead of 1 campaign with 10 engagements, it might need to be 5 campaigns with 2 engagements each.
  • The audit trail feature is quite limited. This could affect compliance, and more often affect the ability to find out "who did what" in situations where something got misconfigured.
  • Presenting chat invitations can only be based on schedules, not based on whether agents are actually available. This is more problematic with smaller user groups.

Likelihood to Recommend

Liveperson LiveEngage is good for larger deployments with lots of agents, and where the rollout plan is broad with respect to the visitors who you will be targeting. It allows you to manipulate more of the data for reporting than many other platforms. The premium cost and some drawbacks with configuring smaller groups might make it lose some appeal for smaller companies or deployments.
Verified User
Manager in Information Technology (51-200 employees)
Vetted Review
LivePerson Conversational Cloud
1 year of experience

Love this software!

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

Tenfold is being utilized by our entire organization, although I am in the sales department and primarily use it on a daily basis, making calls to clients and tracking incoming calls. The click to dial feature allows us to make more calls and to better understand where and when our time is best spent on the phone.

Pros

  • Click to dial is a fantastic feature that enables you to never have to pick up the phone again!
  • The tracking allows you to manage yourself and your team at the same time.
  • Customer service is excellent!

Cons

  • On occasion, the notifications can be disruptive.

Likelihood to Recommend

The click to dial feature allows me to quickly make a call from my computer screen (fantastic!), but the notifications continue popping up throughout my call with all of the other incoming calls. This can be intrusive and disruptive into what I'm doing. The tracking system allows us to manage multiple levels of call volume within departments.
Verified User
Employee in Sales (51-200 employees)
Vetted Review
LivePerson Conversational Cloud
1 year of experience

High Value and Very Effective

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

After a small test, we implemented a staggered roll-out over a month in 2016. Even recruitment uses it. Great flexibility to add conference call tracking later and improve reliability steadily. Virtually no downtime in the last 12 months, and great Sugar integration. Lowers downtime, and aids in the identification of miscues in new reps; has introduced some truly invaluable KPIs to us.

Pros

  • Accurate Number identification across CRM and web
  • Customizing Call Dispositions
  • Intuitive historical tracking
  • "Gamification" of reporting in a team environment adds a nice reward and competition system.

Cons

  • Inbound calls occasionally pop up late in multi-tab/window environments.
  • It could be easier to navigate to old calls in the quick view popup.

Likelihood to Recommend

In scenarios with dynamic outbound workloads of 40-250+ calls per days and a variety of sales stages and follow-up schedules, tenfold seems quite well suited. The only scenarios without much value within tenfold would be in non-CRM applications, or with low call volumes or more internal coordination outside of sales environments.
Joe Peers
Divisional Manager in Sales at Exact Data ConsumerBase (51-200 employees)
Vetted Review
LivePerson Conversational Cloud
2 years of experience

Effective tool for pipeline management

Rating: 7 out of 10
Incentivized

Use Cases and Deployment Scope

Tenfold is being used by out department (about 500 employees+). The problems it helps us solve - notes for pertinent info from customers related to pipeline management and ongoing projects with customers. We also use it to track critical time evaluations for each rep and have it report to SFDC. It is an effective tool for live customer info, pipeline management and KPI recording and performance for reps and managers.

Pros

  • Adding customer information to account and contact levels from the phone call with the customer
  • Allowing a shortcut to a pipeline management tool in SFDC to monitor sales opportunities
  • Tack time effectively for time on phone for a rep
  • Customer service to us a client

Cons

  • The pop-up window often has a glitch
  • Rebooting it to show the correct amount of time on a call
  • Self resolution tips to getting solutions without having to reach out to support teams

Likelihood to Recommend

We are frequently opening sales opportunities with the briefcase on the pop-out window. [Tenfold] has contributed in allowing us to watch over a revenue pipeline. It is well suited for the first call to a customer, and on regular follow-ups with a customer. It is not well suited for when you are receiving multiple calls at once. The pop-out window resets and sometimes the valuable info is lost due to it resetting.
Rusty Matthews
Supervisory Account Manager in Sales at Wayfair (5001-10,000 employees)
Vetted Review
LivePerson Conversational Cloud
1 year of experience

Tenfold is great!

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Tenfold is being used to keep our calls organized with the many different accounts we each have in our book of business individually. It helps keep track of who you are calling within our accounts and let's us take notes right on the pop out so that we know what we talked with each customer about without having to ask them over and over again.

Pros

  • Logs notes for each individual call
  • Is very easy to get acquainted with and easy to use
  • Works with our other systems very well to help keep everything organized without having to go from system to system to get information on calls
  • Lets you know who is calling so that you can prepare for the conversation you are about to have before you answer the phone

Cons

  • Not popping up when I am clicking around on a website
  • Sometimes but not often it doesn't log my call the first time I save it
  • Staying on one contact when another call comes in but I am working on notes for another customer

Likelihood to Recommend

It is great if you have many accounts that you work with because like I said it helps keep track in your notes what you have talked to that customer about previously. If you don't really have that many people you work with it might not be worth it as far as I know but I could be wrong because I haven't experienced that side of it.
Tanner Meyerhoffer
Business Account Manager in Sales at Wayfair (5001-10,000 employees)
Vetted Review
LivePerson Conversational Cloud
1 year of experience

LiveEngage does everything I need well!

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

Our organization uses LiveEngage to provide a chat channel for both pre-sales questions on our customer facing website and for chat-based tech support for current customers. Our activity on the chat logs and time to resolution are measurable by our managers and if a chat comes via the wrong channel (i.e. a current customer asking the pre-sales chat about a technical question) it's seamless to transfer a chat over to the correct agent. We are also able to see where each client has been browsing prior to initiating a chat.

Pros

  • The login and interface are near flawless (for what I need). Each of our chat reps has learned how to use it within minutes. Procedure on how to answer certain questions etc., are the only trouble we have, but LiveEngage actually helps with that by storing easily accessible pre-made responses to help guide you or just to paste in directly.
  • Visibility into the context of a customer's question is very helpful. Before I open a chat window, I know exactly what a customer has been browsing prior to asking, and I can usually gather a context from the pre-chat question window. Functionally, it does everything I need it to. Though I don't spend much time in the platform.
  • There haven't been glitches that I remember or have heard of from other reps. The chats usually continue uninterrupted for the duration. Also, you can copy and paste the log pretty easily if necessary.

Cons

  • Sometimes it's simple to a fault. We often can't find our way back to information we're looking for, or a previous chat, once you've navigated to certain parts of the platform.

Likelihood to Recommend

I can't say where it isn't well-suited, which is the reason for saying only 9 out of 10. But for a pre-sales chat window or (to my knowledge) a tech support chat window, LiveEngage appears completely functionally up to the challenge while being easy to learn.
Verified User
Representative in Sales (201-500 employees)
Vetted Review
LivePerson Conversational Cloud
1 year of experience

Great Sales Tool!

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

Tenfold is used in our B2B department. Tenfold is being used with our CRM, Salesforce, to allow us to log calls more efficiently. It is used to help us dial out to our customers quickly and efficiently with the click-to-dial feature. We are also able to record our findings from each call. Using Tenfold for our sales department, we display live call metrics on a projection scoreboard, which helps to create a fun, competitive, productive work environment.

Pros

  • Able to keep notes directly onto the pop-up which imports them directly to CRM
  • Reporting statistics for calls
  • Integrates with Salesforce easily
  • intuitive and seamless

Cons

  • When putting in notes sometimes floating UI disappears so you have to reopen to finish.
  • Occasionally there will be brief downtime
  • Sometimes it will dial multiple times on one click

Likelihood to Recommend

If your job entails constant customer dials, outbound call tracking, notating account and phone metric tracking, then Tenfold would definietly benefit your business.
Candice Munoz
Onboarding Account Specialist in Sales at Wayfair (5001-10,000 employees)
Vetted Review
LivePerson Conversational Cloud
1 year of experience

Tenfold is GREAT!!

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

This is used to allocate all of our computer programs and keep our days at a glance. It also gives us the ability to multitask more seamlessly. This product pretty much gives me a checklist of what I have done for the day. This is almost ideal for anyone that is remotely in a role that requires management.

Pros

  • It helps when I receive a phone call and it shows up on my screen.
  • It keeps me in sync with all of my everyday tasks.
  • The program is always evolving into to work with all of my programs.
  • It works wonders with Salesforce.

Cons

  • Just continuing to work with Windows to move faster.
  • None, this is a good product.

Likelihood to Recommend

It helps when I am receiving calls and my phone is on silent in the office. I can see everything on my screen. As I do not like a lot of sound at work, this is something that has been beyond helpful to have everything at a glance. They also were able to synch with my office phone.
Verified User
Manager in Human Resources (11-50 employees)
Vetted Review
LivePerson Conversational Cloud
2 years of experience

Fast, easy and efficient

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Tenfold overall is very efficient, makes my work easier to be accomplished, allows me to have customer data on hand before the customer even says what company they are calling from. Very happy with Tenfold and its uses.

Pros

  • Receiving calls being able to pull up customer right away.
  • Seeing call volume in bulk.
  • Seeing how many calls come in on average.

Cons

  • Sometimes Tenfold neglects to save call but has only happened a few times.

Likelihood to Recommend

Easy to use and efficient, it gives you customers name as soon as they call in.
Verified User
Employee in Corporate (51-200 employees)
Vetted Review
LivePerson Conversational Cloud
1 year of experience