LiveEngage is a live chat and web messaging tool that allows users to connect with their customers and website visitors. Its features include co-browsing, visitor targeting, real-time monitoring, agent scheduling, and more. We compiled LiveEngage user reviews from around the web and determined that it has generally positive ratings.
Summary of LiveEngage User Reviews
What LiveEngage Does Well
Users who recommended LiveEngage said that the app makes it easy for them to have multiple chats open at the same time and keep track of the customer they are speaking with. Great customer support was also consistently cited.
What LiveEngage Does Not Do Well
Users who gave LiveEngage negative reviews said that the reporting feature could use some improvement and that chat transcripts sometimes fail to get exported. They also complained about the Client Emotional Reader (a tool that analyzes customers’ mood), which they said was faulty at times.
Most Helpful Positive User Review
A user who left a positive review of LiveEngage on Capterra said that the app allows him to easily keep track of the person he is speaking with and send them links and documents. He also likes how the tool can extract contact information from the customer even before their chat starts, explaining that this feature helps him contact the client back in case of disconnection.
Most Helpful Negative User Review
A user who left a negative review of LiveEngage on G2 Crowd said that there were times when they could not export their conversation transcript, forcing them to manually copy and paste the entire chat into their tracking system. He also shared that the Client Emotion Reader tool sometimes mistakes a word for something negative, even though the client was not unhappy.
LiveEngage does not publish its pricing on its website, but apps similar to it ranges from $14 to $349/month, depending on the features included. Interested users need to contact the support team to request a quote for their custom plan.
Check out the list below of some of LiveEngage’s features.
- Mobile and Web Messaging
- Reporting and Analytics
- Real-time Sentiment Analysis
- Hot Topics
- Smart Agent Routing
- Secure Co-browsing
- Offsite Engagements
- Knowledge Database
- File Sharing
- Social Media Integration
- Automatic Chat Translation
- Agent Scheduling
- Visitor Targeting
- Automatic Greeting
- Proactive Chat Invitations
- Geo Targeting
Helpful Live Chat Software Resources
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9 Ways Live Chat Can Help You Achieve First Contact Resolution — Addressing a customer’s concern at the first point of contact is a key performance indicator. Read on to learn seven ways to use live chat to achieve this.
Top 27 Guerilla Marketing Ideas: From Social Media to the Street — A limited budget for marketing and advertising should not prevent you from capturing the attention of your potential customers. Read on to learn 20 guerilla marketing ideas that you can use for your business.
Free Small Business Software: 35 Tools For Simplifying Your Business — There are a lot of free tools that can help you keep expenses down. In this article, we share with you some responses from small business owners who use these tools to make their business processes easier for free.
Does LiveEngage offer a free trial?
There was no mention of a free trial on LiveEngage’s website, but interested users can request for a demo to know more about what the app can do for their business.
What is Co-browsing?
Co-browsing is a LiveEngage feature that helps agents and consumers navigate web pages collaboratively in a secure way to complete online tasks and processes.
Is there a way to gauge my ROI on LiveEngage?
Yes. Simply fill up the form under Operational Impact on this page to get a custom ROI analysis.
LiveEngage Overview Video
This video provides an overview on how LiveEngage can help improve relationships between brands and consumers through web messaging.
When choosing a live chat software, it’s important that the software integrates with other applications your business is currently using. Here is a list of some of LiveEngage’s popular integrations:
- Microsoft Dynamics 365
- GMB (Google)
- ABC (Apple)