TeamSupport's Messaging & Live Chat leverages the power of connection to unify your support, sales, and marketing...
Conversational Cloud
4.4
Overall rating
Reviews
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About Conversational Cloud
LivePerson's Conversational Cloud offers live chat and messaging on a variety of digital channels including messaging directly on your business’s website or mobile app, SMS, Email, WhatsApp, Facebook Messenger, Apple Business Chat, Line, WeChat and Google RCS. LivePerson’s Conversational Cloud platform makes it easy for agents to respond to incoming chats and messages from a single place and for AI-powered chatbots to simultaneously run on all messaging channels.
The Conversational Cloud platform handles hosting, monitoring, routing, and management processes to deploy and optimize chatbots. Conversation Builder, the company's self-service chatbot building platform, makes it easy to build automated conversations using a point-and-click interface. Maven, the company’s AI-engine, works 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.
Conversational Cloud has robust reporting capabilities that enable businesses to optimize performance and gauge return on investment in real-time. Every aspect of each conversation is tracked within the platform, including the duration, sentiment and CSAT, consumer intents, and even customizable outcomes such as conversions. The platform offers robust out-of-the-box analytics along with the ability to build custom reports that align to specific KPIs. Conversational Cloud’s reporting capabilities also help optimize agent and bot performance over time while providing invaluable business insights pertaining to customer trends, brand perception, product use cases and more.
Conversational Cloud pricing
Conversational Cloud does not have a free version but does offer a free trial. Conversational Cloud paid version starts at USD 1.00/month.
Starting Price:
USD 1.00/month
Free Version:
No
Free trial:
Yes
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Conversational Cloud Reviews
Feature rating
5 reviews of 40
View all reviews
Temitope
- Industry: Design
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
5
Reviewed on 09/08/2018
My experience with Liveengage has been perfect.
Liveengage has provided us with an effective medium to communicate with our clients. Thus we have greatly cut down on financial resource we spend maintaining telephone support, since most of our clients are very much comfortable contacting us via Liveenagege on our website.
Pros
Liveengage is very intuitive and thus very easy to use. All of my helpdesk colleagues have no complaints making use of this helpdesk solution ,same for new agent recruits whom we recently introduced to use this.
I am able to monitor the number of web visitors on our website in real time ,and know their geographical location(this has helped the marketing department).I am able to know what part of the website a website visitor I am chatting with is at ,thus making it easy to better address their challenge.
Liveengage is also very mobile friendly ,and this has made it easy for web visitors accessing our website to have a good experience chatting with our helpdesk team.
Cons
Liveengage has been our trustworthy helpdesk solution for the last two year period. There is absolutely no complaint from my end.
Leo
- Industry: Telecommunications
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 13/08/2024
LivePerson - Living up Person's expectations
Overall it is a great communication tool, it helps us a lot giving supports to our customers. We can see a lot of information that help us in that journey - and the fact that is not a hard program to use makes everything 100% better. As I said, it is not perfect and it needs some improvements, but it is simply awesome.
Pros
Very clean interface, meaning is user friendly. We got used to it easily.
Cons
Sometimes the app refreshes all of a sudden, meaning you lost the conversation with customers.
Conner
- Industry: Luxury Goods & Jewelry
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
1
Reviewed on 19/02/2020
Horrific customer service and stability
Overall live engage is the worst live chat platform I have worked with. The chat feature often just kicks customers out of their chat which is a terrible experience. I have brought this up multiple times and have had no luck with help. Our account manager is oblivious and only contacts us when trying to sell us something. In general customer service is atrocious. We just had a system outage last 5 hours with no word from our account manager or a customer support representative. We will be finding another service provider as soon as possible.
Pros
Ease of use. Reporting package. Dashboard.
Cons
Customer service. Service outages. Glitches.
Response from LivePerson
We're very sorry to hear you are having such a difficult time with our platform. We strive to maintain a superior uptime, but there are times we are unable to deliver :( Curious to know more about your glitches and how our customer service has been lacking for you. We want to make sure we address this for you immediately having customers get kicked off of chats is unacceptable and should never happen. If you're on our messaging platform, customers' conversations are asynchronous, and the chat history does not get deleted, so this should help. We hope you can reach out to us about these issues so we can resolve them for you ASAP!
Replied 16/06/2020
Basiirat
- Industry: Entertainment
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
4
Reviewed on 25/08/2018
A better way to connect with web visitors.
LiveEngage serves as a connection between my organization and our customers. To my organization ,LiveEngage has gone beyond just being an help-desk solution , it has enabled us segment web visitors based on activities such as the part of our website they visit,how long they spend on a particular web page ,their past interaction with the help-desk team etc
Pros
LiveEngage is very user friendly and this is the first quality I look out for in any software solution. It enables customization including HTML integration which makes it easy for organizations to personalize the kind of content which comes along with having LiveEngage on their website.
I like the real time monitoring feature which so makes it easy to know where every web visitor is at,on every given time.The customer support agents on LiveEngage is just an extra reason why I love this program , they are polite ,willing to help and are available at all times.
Cons
It takes a while and some in-house training for new users to effectively maximize the benefits of LiveEngage. However ,this tedious learning curve has an huge return on investment for every organization using LiveEngage.
Verified Reviewer
- Industry: Computer Software
- Company size: 201–500 Employees
- Used Weekly for 2+ years
-
Review Source
4
Reviewed on 19/03/2019
Great software but could use some upgrades
Pros
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.
Cons
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.
Response from LivePerson
Thank you for your review! In regard to the con you specified, you should work with your account manager to set that up! We DO in fact offer a configuration where certain departments, agent groups, or specific agent can get priority in receiving messages. You can also set up messages that come into specific departments (ie. message coming into support department vs sales department) to be prioritized over others so that higher-urgency messages can be responded to before lower-priority messages! Please do reach out to your account manager to implement this :) Thank you for taking the time to leave us a review!
Replied 25/03/2019
