Marg LiveEngage

Nothing really. The company is terrible, and it's people are terrible. If there were a worst company award, it would likely go to these people.

Their software rarely works to do anything more complex than have a basic chat box.

Their administrative software also has lots of bugs.

Every time I chat with technical support to try and resolve these issues, they cut me off mid sentence to transfer me around and are often extremely rude, even abusive.

None. They're terrible.

There old product work ok some of the time.

They decided, without warning, to end of life the version that we were on. Granted there old platform was somewhat limited in terms of functionality. They told us two months before the EOL date. We had built an integration in our CRM so the short notice was a major problem. It would have require us to drop several other IT projects to accommodate them. As a result, we decide to look at other chat options. We found that there is a large number of better platforms that were easier implement, more user friendly and a lot less expensive. The LivePerson team have acted like jilted lovers when we told them that we were not renewing; resorting to extortion tactics. I have never worked with a more unfriendly vendor in my 25+ years of career. We are, as of this month, no longer a customer.

I would suggest that you explore other options.

We used the platform to answer incoming chats for our sales and support team.

The ability to segment traffic and target visitors in different stages of the sales funnel. You can set up campaigns with almost any trigger points that you can think of.

The "upgrade" to LiveEngage (from LivePerson dropped a number of key features. One feature we heavily utilized was direct linking to chat. Over time the platform has become a lot less stable with service interruptions occurring multiple times every month. In many cases their script will become unresponsive causing our ecommerce site to hang, and for this reason we opted to link directly to chat in a pop up window rather than utilize their scripts. Support for this feature was dropped recently so we've now moved on to a more stable live chat platform where we can utilize tracking scripts and we haven't had any issues with downtime.

When reaching out to cancel our month to month engagement we were notified that a 90-day notice needed to be given to terminate an account. We don't remember agreeing to this (we've used this service for over 5 years and when asked to present the "digital signature" that they claim to have received from us approving these terms, they indicated that they can make adjustments to the EULA at any point and our "agreement" to these new terms is based on whether we continue to use the service, and not our acceptance to the new terms.

Given their 90-day termination notice you need to be sure that you can fully evaluate this service within the specified trial period. We have been customers of them for over 5 years and they wouldn't waive the fee even though we can no longer use the service given their recent changes, they're not likely to budge if you use this service for a couple months and decide it's not for you.

This was originally meant to be a simple way for customers to communicate with us through a new channel. It's turned out to be a great way to help move shoppers along through the sales funnel via segmentation based on page views, time on a particular page, etc.

We've gone from simply having a Live Chat link on our site to being able to actively target and invite potential customers to chat based on the actions they've taken on our site.

What do you like best?

What do you dislike?

What do you like best?

What do you dislike?