LivePerson Reviews 122

There are better, less expensive options. Automatic reports would often break. They don't remind you when your account renews, sticking you with a full year of payments if you try to cancel.

LivePerson totally sucks.
The UX is so bad, the documentation is even worse. Don't get me started on Support, I honestly don't recommend it to any business I care about. It will be a matter of time before they get convinced to transfer to another better solution.

horrible experience. difficult to use. it logs you out. just awful

The primary issue with this company rests with the Leadership teams. They have great individual contributors who often work hard to support customers only to be hampered by terrible leadership.

With multiple executives turning over in short order and a terrible product roadmap that changes every quarter resulting in failed promises... It's easy to see why they are struggling financially.

Absolutely appalling company to deal with. We are a paying client using their services in the UK and the system is awful in terms of its design, support and UI. The company's communication is poor and they sacked all of their UK account management team and failed to tell us. It was the most satisfying experience to terminate our contract with them.

Live person quotes success stories on their website, but none of them are from end users. The process is painful to users, and yet they claim to be the best.

What's most disappointing is their own support processes. They are after all a supplier that is meant to improve customer engagement.

I head up marketing for a large automotive retail group in Australia. After numerous attempts to contact LivePerson through their website for a demo on some of their conversational AI products, I have given up. I wouldn't trust a company with my customers when they can't take care of their own. It seems despite their so-called andvances using AI in customer management, they can't get the basics right. Avoid.

We stopped using their product and it had an auto renew which they never once mentioned. Never once contacted us until they sent us an invoice and demanded payment.

Can't even get a webchat system functioning. Constantly resetting mid-conversations. Notification sounds for nothing (or messaged not being received!). A literal pain to use.

I actually wish there was a zero stars options. I've tried to reach my "account manager" numerous times this year to PAY THEM MORE MONEY and upgrade my account but no one ever gets back to me. They claim no one in the company has a phones if you ask to speak with someone. Now I just want to cancel but I can't even do that because the "account manager" needs to do it. If you are a manager at liveperson please do something about this. Now I just have to contact my credit card company to stop payments to you because there is no other option.

Liveperson are fantastic at chasing invoices, and that's about it. Repeatedly have asked questions about our contract, with no response. Currently have been without a properly functioning system for 6 days - someone is either out of the office, in a different country, or apparently too important to talk to me about it.

Love this excerpt from Liveperson's "Values":

"We are accountable. Period. We see our work through, prioritize appropriately, act resiliently, and even say “No” when we need to. As individuals, we’re empowered to take charge and become leaders at every stage."

Looks like they've absolutely nailed the "No" aspect of their aftercare.

Shop around!

Support is always available and welcoming and eventually an answer or resolution is reached! I am optimistic about our ongoing partnership with the new account manager and we are already seeing efficient results and very clear straightforward communication.

Was forced into taking up a contract, after they took our livechat function down, without any pre-warning. The account manager did not explain the new contract correctly. We cancelled 10 days after signing. Billing confirmed the cancellation, however decided to charge us for the months we did not have access to the site, the account manager decided the terms of the contract were binding for 12 months, even though billing confirmed the contract had been cancelled. Numerous emails sent to the account manager, the legal team, billing, but all failed to respond or confirm cancellation. The account manager is still adamant the contract is still valid. It is evident he is simply interested in the sale as appose to customer service and on-boarding us in a fair and proper manner. We had been clients of Liveperson for many many years, not anymore.

Appalling customer service. We discontinued their service and cancelled last year, yet were charged over $1200 this year. No way of communicating with them as there was no response to numerous emails, so the only recourse was challenging the charge with our bank. For a company that sells customer service, theirs is non-existent. Several billing problems when we started, too. Chaotic company that should be avoided.

LivePerson is great if you just want to use the basic of basics features on their platform. For starters they offer 2 different types of "chat"; Live Chat and Messaging. I think it would be better to have 1 actual chat option, instead of the 2 different types that are offered. Features for BOTH are something that I'd like in ONE option, but with some features available on Messaging, and others on Live Chat, it can make it difficult to figure out which one would work 100% the best for your scenario.

The moment you get into anything remotely complicated, including their bots, performance is unbelievably inconsistent. Bots constantly need to be baby sat as they stall out more than a couple times a month. Meaning, for example, an end user ends up in a bot, selects an option, and NOTHING happens, even though NO changes have been made to the bot, and the bot had been working perfectly fine for days/weeks after the last change was made.

Using SDEs to pull customer info is also inconsistent. Sometimes it pulls the data requested, sometimes it doesn't. Analytics don't seem to be consistent either. A few groups here have noticed this and it has caused major concern.

As far as customer service is concerned, it's OK. If you have the contact information for a technician, it's usually pretty easy to get a hold of someone. Otherwise, using their chat in the program, you're almost always going to have a ticket submitted on your behalf.

I've been an admin for the LivePerson platform at 2 different companies and always found the product quirky, but since their changes from about a year ago, inconsistency seems to be the only thing consistent with this application. It also seems like new features are being constantly added. I think before anymore new features are released, LivePerson needs to take a long hard look at what they're already offering and work to get the bugs out before adding anything new.

The LivePerson team has been awesome to work with, very patient and understanding of our unique needs. They have been supportive and helpful in the continuous building and optimization of our account.

They advertise Voice To SMS but its nowhere on the site. Everything's Automated so there's no way to reach an actual person. I wasted two hours trying to play with their platform today and I am not impressed. Companies like this advertise something, real you in, waste your time and then don't give you what you actually wanted.

We had a rough time fixing some issues we had last fall but things have gotten much better. Good recovery.

LivePerson offers great support and the messaging capabilities are exactly what we needed!

LivePerson has been a great partner for us in turning our business into a messaging-first company. Call centers are expensive and not as efficient as agents and bots handling conversations.