Conversational Cloud Erfahrungen

The ability to pull reports is great. You can set custom dates and filter by specific departments if this software is being used by multiple departments. This helps easily track metrics such as average interaction times, wait times, and any abandoned interactions. This software also makes addressing customer concerns quick and easy in real time. Customer account details display when the interaction is taken.

The cons I saw with this software is the inability to prioritize chats or allow chats to be taken based on 'cherry-picking'. When you have paid support modals, the ability to be able to pull those interactions right away would be beneficial. You can only take interactions in the order that they are received in the queue. Support issues take a while to resolve.

- It is a great way to enable communication between customers and remote assistance.
- Available to be used in multiple platforms.
- Everything done through it can be tracked, monitored and measured.
- It allows for customization of the general interface and also pre-written answers.

For as long as I have used it the only negative thing to it that I have been able to observe is that it does not collect customer's name in a way that it can label the chat with it. This can be really confusing when you have multiple chats opened named "visitor".

LivePerson is great because I am able to login to my account anywhere and immediately answer any questions that customers have. We link LivePerson to our website and it is very successful, there is a blue button on all our web pages which makes it easy for anyone to live chat with us. My favorite feature of LivePerson is the ability to know what page a customer is on when they are chatting with us. When we market events and share job openings, it is important for me to know where these job seekers are on our website - that way we can better answer their questions.

The only thing I like least about the software is the timing mechanism when someone requests to chat. I would prefer for there to be no timer

Liveperson have been incredible in the webchat engineering industry. I am very happy with everythibg they have come out with. Everything you need to be done is accessible through this

Generally really happy with the software and allows you to engage with customers efficiently

This gives me the ability to see all my hot keys on the right side of the box which makes life easier and very convenient

The ability not to see what the other end types before they send it out :D

It is quite user friendly and the canned responses feature is quite useful. I have hardly faced any downtime with this software and when I do, it gets up and running in couple of hours. Our company business has grown along with the customer satisfaction because of this tool.

The UI design is quite old fashioned and can be upgraded to a more sleek and bright design. Apart from this I don't have any complaints.

The support. Live Person's support is second to none
Beautiful UI

Like all SAAS, you do get down time. Few and far between

Simple to use, offers a lot of info (e.g. where the person is located, type of computer (OS, Windows) and city, State too. It easy to use with other reps and acts in almost in real time.

The interface is not intuitive, but needs to be revamped, a little outdated. The feature set is limited and more features would not hurt.

Works seamlessly. Integrates and plays well. Easy for operators to use. Full of data. Very easy for customers to use.

I have found nothing I do not like about this software. Used them for years until the price got a bit high for me.

The introduction of automation and bots in the last 2 months has been absolutely HUGE for us. Our sales reps spend less time answering simple questions and more time closing deals and scheduling demos now. The FAQ bot we got set up with on our live chat window answers all of the most commonly asked questions now and it's been absolutely phenomenal. Customers get their answer, then agent jumps in bring in the sale.

The learning curve at first was a bit daunting, but in a few weeks you'll realize the analytics built into LiveEngage is second to none. You really need MCS for the agents to know when and if they should jump in to a conversation, in most cases, again, our FAQ bot handles all simple engagements, and then the agent jumps in to close the deal.

Easy, straightforward chat interface. New updates are AWESOME and give a much more modern and current feel - definitely more user friendly aesthetic now!

The reporting. Being able to track trends etc of what customers are asking and how they view the service they received

We used LivePerson for several years, and didnt have any issues as far as the program and functionality. However we were able to find a new program that was a fraction of the cost and offered all the same features and more.

When we tried canceling our service with them, the customer service ignored several emails from us, and then tried to charge us for another 3 months of service even though we were not using them and paying month-to-month. In the end we had to fight it out with the credit card company

Spellcheck. Easy to pull and editable pre-programmable custom texted.
The ability as an admin to invite leads to chat with ease and to view site traffic.
Great way to get open reviews on chat agents.

Nothing. Great program. Used in prior role extensively.

We use this at work and I really enjoy the easy functionality of the product. It is very easy to dock on the side of the screen and still be able to see all of the relevant information needed to conduct a chat. We honestly hardly ever have down time with the product.

There really are not any things at this time that I do not like about the product.

This program was the easiest live person software out of several we have used.

We were not able to answer chats after hours. We switched to a company we can do this.

Great way to have multiple employees respond to web inquiries, lowering call volume and non-sales lead form submissions.

Set up took some time and things on the back end aren't the most intuitive but their chat team is excellent about walking you though things, trouble shooting, etc with screenshots and such.

The canned answer database and shortcut capabilities to send the available answers.
The ability for a supervisor to send a private message in the chat to the agent for them to copy and paste to their chatter.

Terrible customer service - we were charged for months after closing the account
Removal of desktop app
Drastic changes and updates without any warning or training

I've used this to get instant feedback from customers, and improve customer service. It gives a direct channel to speak and listen to customers.

Not many drawbacks - does what it says. and have been using it for a variety of sites for some time now....

Asynchronous device agnostic messaging and conversation threading are both excellent features. The upcoming integration with bots along with rich messaging capabilities provide for a rick communication experience which our customers love.

The only con I see in Live Engage is from an administrator perspective, the core customer information panels on the servicing screens can not be customized or removed which presents a bit of challenge as secondary custom panels need to written to overcome the deficiency which causes the precious screen real state to get wasted.