LivePerson Reviews

It is being used in our company for the chat process for a particular airline project. It is a communication tool for interacting with customers.

It is deployed on the cloud. It is a complete VDI process, and it is accessible from America.

The auto feature where if there are five chats and one of them goes down or a customer leaves the conversation, a new chat automatically pops up with the next customer available on the line is valuable.

It also monitors the KPIs such as your CSAT, your time of conversation, etc. All the KPIs are mentioned on the first row of the screen. This is the second feature that I love about LivePerson.

It has some predefined content. You can click on that, and it will be sent to the customer. Instead of typing a complete statement, you can use this predefined content.

I started as a customer support agent. In my company, I initially used LivePerson for web messaging and conversations to help customers with their queries. Right now, I am responsible for quality assurance since I work for the QA team that mainly checks the conversations of advisors.

As a customer service agent, I used to love the templates in LivePerson. I work for a company that is a vendor that provides streaming services. The streaming service uploaded some knowledge base material on LivePerson, and we, the customer service agents, used the templates from LivePerson, which were very useful. The templates were pretty easy and customizable to use. LivePerson's built-in template feature was great, and I found it easy to use. LivePerson's user interface is useful and easy to learn compared to other platforms I used.

In our company, this product was used as a platform for communication with our customers. Actually, our customers were our colleagues. So our internal development team created a page where the window with live chat was embedded. Our employees accessed this page and used the live chat window to communicate with specialists on the other end. The specialists used the platform, the admin part, to answer the questions of our employees, our customers. 

I served as an admin for this application on our side. My responsibilities involved handling questions, such as adding new features and resolving problems with the help of LivePerson support. I remember correctly I referred to these as "Talks cases" within the application. I would create these cases and then wait for the support team's response, either to perform manual actions in the application or to receive guidance on resolving various issues on their side.

LivePerson has been really useful for us. For example, there are several features, such as predefined content and rating information, that are more client-oriented. It has become a well-suited product for us because our users can contact our help desk faster than before. Previously, we used Skype for these needs, and it lacked security. With LivePerson, it has improved in this aspect, and there are many additional features that have made this application more client-oriented.