LivePerson Expert Reviews, Pricing, Alternatives - SSR 2022

Pavithra Dennis
Engineer, digital marketer, and technical writer
July 27, 2022
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LivePerson Versus the competition

LivePerson is a cloud-based conversational AI platform that combines NLU (Natural Language Understanding), NLP (Natural Language Processing), and Machine Learning to mimic human cognition and engagement. The platform allows you to engage with customers across multiple channels, provide customer support, and nurture leads through intent-driven conversations.

If you're ready to get a LivePerson demo, we suggest getting in touch for a look at the product and quote. Otherwise, read on!

Pros
  • LivePerson’s reporting dashboard provides advanced analytics to monitor and optimize customer support and restructure conversational flows that aren’t performing well.
  • Unlike some other chatbot solutions, LivePerson allows you to have multiple chats open at the same time. Users can also highlight which chats need attention and which ones are idle.
  • LivePerson has a very clean, easy-to-use, and intuitive interface.
  • LivePerson supports over 35 different languages including Arabic, Italian, Chinese, Spanish, and Hebrew.
Cons
  • LivePerson’s customer support is very poor. 
  • In order to cancel your LivePerson subscription, you must send them a 90-day notice during which you will continue to be billed. 
  • Users have complained about paying hundreds of dollars on cancellation and subscription fees despite repeated requests to close their accounts. 
  • Some users have encountered bugs while using LivePerson’s chatbot solution

LivePerson Review

LivePerson is an AI-powered customer engagement platform called The Conversation Cloud that provides live chat and automated messaging across multiple channels like your website, email, SMS, Facebook Messenger, WhatsApp, Instagram, and more. It powers human agents, bots, and systems to understand customer intent, design automations and conversational flows, and measure and optimize the effectiveness of the conversations across all channels. 

The proprietary technology behind The Conversation Cloud is called Intent Manager, which runs on NLU (Natural Language Understanding), NLP (Natural Language Processing), and data collected over billions of conversations. The Intent Manager is pre-configured for a variety of industries and use cases. It analyzes common consumer intents and discovers intents that can or should be optimized. When used in conjunction with the Conversation Builder, it can help businesses automate a large percentage of customer interactions. 

An HR manager using Agent Workspace in LivePerson

The Conversation Builder helps build custom chatbots and conversational flows using a simple point-and-click interface. Apart from responding to the queries fed into the system, the chatbot can also search the knowledge base and provide articles from multiple sources that may be helpful or relevant to the user using LivePerson's KnowledgeAI. You can also evaluate your chatbot's performance using a number of metrics available in the dashboard, such as conversion rates, number of interactions, and MACS(Meaningful Automated Conversation Score). If human interference is needed during any conversation, the chatbot hands off the conversation to a live agent.

The Conversation Manager is a centralized workspace where agents can hold multiple conversations simultaneously, monitor bot interactions, and oversee other human agents.

LivePerson is especially known for its analytics and reporting dashboard, which provides a large amount of conversation data and metrics. Answer rate, average chat length, away time, number of connected chats, time to answer chat, number of non-interactive chats, and number of abandoned conversations are some of the metrics they provide. You can use these analytics to create KPI targets against industry benchmarks and optimize overall performance.

Who shouldn't buy LivePerson

If you’re looking for a chatbot solution that offers good customer support, then LivePerson is not the one for you. It is also not a budget-friendly solution and can get quite expensive depending on the features that you opt for.

LivePerson Customers

Virgin Atlantic, David's Bridal, Bankwest, IBM, Vodafone, Sky, and RBS

LivePerson: AI conversational cloud

LivePerson Stats

- Livechat powers 1B+ conversational interactions each month

- Businesses that have used Liveperson have experienced:

  • 2x uptick in employee efficiency 
  • 10x conversions vs. traditional digital
  • 20% boost in customer satisfaction
  • 90% automation containment rates
  • 50% decrease in agent attrition rates

LivePerson Key Features

  • Intent Manager: This tool gives insights into your customers' intentions based on their interactions with the bot and assesses how well you are fulfilling them. This way, you can better understand their needs and deliver better service.
  • LiveEngage: This AI-powered Conversational Cloud command center allows you to quickly shift to different tasks and interfaces.
  • Conversation Builder: LivePerson's intuitive and comprehensive builder lets you create a chat workflow using a simple point-and-click interface.
  • Advanced Analytics: LivePerson's reporting dashboard provides extensive analytics, including real-time messaging data, agent activity, Meaningful Conversation Score (MCS), and more. 
  • One Dashboard for All Channels: Converse and manage chats with your customers from your website, social media, email, and third-party messaging apps in one place.

LivePerson also provides:

  • Enterprise-grade security and compliance
  • Voice calls to messaging conversations
  • Conversation analytics
  • Conversation manager

LivePerson Key Integrations

LivePerson has an Integration Hub with pre-built templates and connectors to help you integrate their Conversational Cloud with a range of different tools. They offer integrations with CRM tools like Salesforce, Microsoft Dynamics, NetSuite, SugarCRM, and Zendesk, CMS via API, Google Workspace, Adobe Experience Cloud, and more.

LivePerson Pricing

LivePerson does not offer their pricing upfront. You can contact their sales team for a custom quote.

Motivosity Recognize
Motivosity Recognize
Motivosity Lead
Motivosity Listen
Free
$5 per person per month
$6.50 per person per month
$2 per person per month

LivePerson Implementation

LivePerson's implementation process starts with requesting a software demo by providing your name, email address, and contact number. LivePerson's team will then guide you with the next steps.

LivePerson Customer Success

LivePerson offers 24/7 customer support through its Conversational Cloud and ticket submission. They also have a resource library of guides, reports, and webinars, a Developer Centre to help you set up Conversational AI solutions, and a Knowledge Centre with user guides, video tutorials, and FAQs.

About LivePerson

Founded over 25 years ago, LivePerson aims to transform how brands interact with their customers through Conversational AI. Today, the company has 6 global offices and works with 18k+ brands worldwide. They were also named one of the World’s Most Innovative Companies by Fast Company in 2020.

As a next step you can visit the LivePerson website or read about alternatives below

As a next step you can visit the LivePerson website or read about alternatives below

LivePerson Alternatives

Chatfuel is a no-coding platform for Facebook and Instagram that lets you build a chatbot in three minutes with its user-friendly interface perfect for beginners.
ManyChat is a flexible chatbot software tool that works in various communication channels from social media to text messaging, providing customization and analytics.
Designed for sales automation, MobileMonkey offers an intuitive interface and a patented Omnichat tool perfect for various users ranging from agencies to social media influencers.
Trusted by big brands like UNICEF, Botsify is an omnichannel chatbot platform you can integrate with over 100 third-party apps and also offers a customizable drag-and-drop interface, live chat, and various marketing tools.
Playful, fun, and engaging, Pandorabots is an open-source platform that takes chatbots to a whole new level by creating human-like virtual agents through real-time animation integrations.
Supporting over 50,000 companies globally, Drift has an ecosystem of conversational marketing and sales platforms to make B2B revenue generation and customer retention as effortless and real-time as possible.
Perfect for mid-sized businesses, TARS is an easy setup, highly customizable chatbot for websites or WhatsApp, with features that complement various sales funnel stages and customer journey.
Flow XO is an affordable, no-code artificial intelligence chatbot platform offering a wide range of marketing tools across multiple messaging platforms.
A trusted chatbot for big brands like IBM and Amazon, Intercom offers three conversational solutions for support, marketing, and sales for various kinds of enterprises.
Used by some of the biggest global brands, Dialogflow is a versatile natural conversation interface that developers and linguists can use to leverage the capabilities of the Google Cloud.
Powered by Meta, Wit.ai is a no-frills API that developers can deploy, modify, and improve to create natural-language platforms that support chatbots, smart homes, and mobile apps and devices.
With small businesses in mind, Tidio allows entrepreneurs to harness customer service interactions to generate more sales, with fully customizable conversation tools that users can deploy in 5 minutes or less.
SnatchBot helps small businesses scale quickly with customizable, easy-to-use bot platforms that can automate administrative tasks and enrich customer interactions online.
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