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LivePerson Live Chat Software Review


ConsumersAdvocate.org Rating: 5 / 5 (Excellent)
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Founded in 1995, LivePerson works with businesses of all sizes to deploy AI-powered live chat and messaging solutions to increase sales and improve customer care. LivePerson's conversational platform is integrated with the world’s most popular channels including messaging directly on a brand’s website or mobile app, SMS, Facebook Messenger, WhatsApp, Apple Business Chat, WeChat, Line and more. The LivePerson conversational platform is built to handle millions of messages at scale with highly secure and reliable infrastructure already vetted by many Fortune 500 companies.

The company is publicly traded on the NASDAQ (Ticker: LPSN) and is headquartered in New York City with offices all around the world.
 
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How is LivePerson rated?

Breakdown

5.0/5
Cost
5.0/5
Features
5.0/5
Support

Overall Rating: 5 / 5 (Excellent)

LivePerson is an industry-leading live chat and messaging solution for small, midsize and enterprise businesses. The company’s breadth of chat and messaging channels, real-time consumer intent detection, low-code bot building studio, and conversation management workspace for agents and bots elevate their products to the top of our list.

LivePerson Chat/Messaging Channels

Cost - 5 / 5

LivePerson pricing varies depending on chatbot use cases, messaging channel implementation, advanced management capabilities, enhanced support levels, and the general approach a business decides to take when building and optimizing bots. LivePerson has both self-service tools to build and optimize AI-powered chatbots and a team of AI and machine learning experts that can be hired to provide white-glove bot building services.
Platforms
Desktop
Mobile
Digital Channels Available
Facebook Messenger
WhatsApp
SMS
In-App
Line
Apple Business Chat
Google Rich Communication Service (RCS)
Email

LivePerson AI and Bot Capabilities

Features - 5 / 5

LivePerson has a wide variety of AI-powered chatbot capabilities. Conversation Builder, the company's self-service chatbot building platform, makes it easy to build automated conversations using a point-and-click interface for any use case. Maven, the company’s AI-engine, work behind-the-scenes using advanced natural language understanding to detect intents and route conversations to the appropriate bots or human agents that are best equipped to handle the conversation. LivePerson harnesses 20 years of messaging transcript data, the industry’s largest conversation data set, to create a unique view of the most common intents for each industry and the different ways they're expressed.

LivePerson offers over 40 APIs and SDKs, giving developers a great amount of control to customize chatbots and conversational experiences as needed. Developers can use LivePerson's "Functions as a Service" feature to create custom workflows in the Conversational Cloud without the hardware and infrastructure overhead typically required to integrate with other platforms.
Chatbot Enabled
Yes
Simple AI Features
Answer FAQs
Customer Routing
After HoursResponse
Natural language understanding
Advanced AI Features
Meeting scheduling
Purchase & bill pay
Lead capture
Self-service bot building platform
APIs for system integrations

LivePerson Reporting

Support - 5 / 5

LivePerson offers a wide range of messaging channels that are fully compatible with its AI-powered chatbots and Conversational Cloud: web + mobile app messaging, SMS, Facebook Messenger, WhatsApp, Apple Business Chat, Google Rich Business Messaging, Google’s Business Messages, LINE, Email, Twitter, and many more. A single chatbot can run simultaneously on multiple messaging channels, backed by human agents as needed to ensure the most satisfying consumer experience.

The company's Conversational Cloud offers a performance dashboard that captures high-impact conversational KPIs, from sales metrics like overall volume and average order value to consumer experience metrics like customer care, operational efficiency, and consumer sentiment. In addition, reporting and data APIs allow brands to integrate LivePerson’s conversational data with CRM and other business intelligence systems.

LivePerson earns an excellent rating of 4.3 out of 5 stars on Trustpilot with many reviewers commenting on the excellent customer support they received during and after implementation.
Customizable Reports
Yes

Reporting Features

  • Number of Conversations
  • Conversation Lengths
  • Customer Satisfaction with Interaction
  • Bot containment

Data Reporting

  • Conversion Rates
  • Average Order Value
  • First Contact Resolution
  • CSAT

LivePerson Security

Security - 5 / 5

The security pertaining to LivePerson’s infrastructure, applications, policies and procedures has been vetted by many Fortune 500 companies. Security features include compliance with key security and privacy standards, independent customer security audits, and security testing throughout the entire product development process. LivePerson processes hundreds of thousands of credit cards via PCI infrastructure every year.
Security Features
Credit Card Masking
Access Restriction
AES Encryption

LivePerson Pricing

Pricing - 5 / 5

LivePerson offers affordable and flexible service options that allow businesses to tailor messaging features and plans to meet their budgets. The company also offers the option of paying on a per-interaction or per-user basis.
Pricing Model
By User
Usage-Based

Company Profile

Full Name
LivePerson Live Chat Software
Company Website
https://www.liveperson.com
Headquarters
475 10th Ave, New York, NY, 10018

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Top Rated
Our Partner
  • Functions across SMS, Facebook Messenger, WhatsApp, Apple Business Chat, WeChat, Line, customers' websites and mobile apps
  • Advanced analytics to benchmark, monitor, and optimize critical KPIs in real time.
  • Intuitive point and click interface speeds development of AI-powered bots
  • AI-engine features advanced natural language understanding
  • Unique expertise based on 20 years bot development and optimization experience
  • 18,000 businesses served to date
  • Innovative NLU engine detects consumer intent, identifies conversations to automate, and helps inform business decisions.
  • Cloud-based workspace to manage agents, bots, and conversations via desktop, iOS, and Android devices.
  • Integrates with customers' CRMs, data and inventory management, scheduling, and other key systems

 

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