Conversational Cloud Features

Conversational Cloud

AI-Powered Chatbots, Messaging & Live Chat for Businesses

4.36/5 (39 reviews)

Competitor Feature Comparison

AI/Machine Learning
API
Activity Dashboard
Alerts / Escalation
Alerts/Notifications
Application Management
Authentication
Auto-Responders
Automated Scheduling
Benchmarking
CRM
Canned Responses
Chat Transcript
Chat/Messaging
Chatbot
Churn Management
Code-free Development
Collaboration Tools
Communication Management
Community Management
Contextual Guidance
Customer Experience Management
Customer History
Customer Segmentation
Customizable Branding
Customizable Reports
Dashboard
Email Management
Event Triggered Actions
Feedback Management
File Sharing
File Transfer
For Developers
Geotargeting
Intent Recognition
Interaction Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Language
Natural Language Processing
Negative Feedback Management
Offline Access
Offline Form
Pre-Configured Bot
Predictive Analytics
Proactive Chat
Queue Management
Real Time Analytics
Real Time Monitoring
Real Time Reporting
Real-time Consumer-facing Chat
Reporting & Statistics
Reporting/Analytics
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Social Media Integration
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Tagging
Text Analysis
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Visitor Tracking
Visual Analytics
Website Visitor Tracking
eCommerce Management
Visit WebsiteCompare App
AI/Machine Learning
API
Activity Dashboard
Alerts / Escalation
Alerts/Notifications
Application Management
Authentication
Auto-Responders
Automated Scheduling
Benchmarking
CRM
Canned Responses
Chat Transcript
Chat/Messaging
Chatbot
Churn Management
Code-free Development
Collaboration Tools
Communication Management
Community Management
Contextual Guidance
Customer Experience Management
Customer History
Customer Segmentation
Customizable Branding
Customizable Reports
Dashboard
Email Management
Event Triggered Actions
Feedback Management
File Sharing
File Transfer
For Developers
Geotargeting
Intent Recognition
Interaction Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Language
Natural Language Processing
Negative Feedback Management
Offline Access
Offline Form
Pre-Configured Bot
Predictive Analytics
Proactive Chat
Queue Management
Real Time Analytics
Real Time Monitoring
Real Time Reporting
Real-time Consumer-facing Chat
Reporting & Statistics
Reporting/Analytics
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Social Media Integration
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Tagging
Text Analysis
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Visitor Tracking
Visual Analytics
Website Visitor Tracking
eCommerce Management
Visit WebsiteCompare App
AI/Machine Learning
API
Activity Dashboard
Alerts / Escalation
Alerts/Notifications
Application Management
Authentication
Auto-Responders
Automated Scheduling
Benchmarking
CRM
Canned Responses
Chat Transcript
Chat/Messaging
Chatbot
Churn Management
Code-free Development
Collaboration Tools
Communication Management
Community Management
Contextual Guidance
Customer Experience Management
Customer History
Customer Segmentation
Customizable Branding
Customizable Reports
Dashboard
Email Management
Event Triggered Actions
Feedback Management
File Sharing
File Transfer
For Developers
Geotargeting
Intent Recognition
Interaction Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Language
Natural Language Processing
Negative Feedback Management
Offline Access
Offline Form
Pre-Configured Bot
Predictive Analytics
Proactive Chat
Queue Management
Real Time Analytics
Real Time Monitoring
Real Time Reporting
Real-time Consumer-facing Chat
Reporting & Statistics
Reporting/Analytics
Screen Sharing
Search/Filter
Self Service Portal
Sentiment Analysis
Social Media Integration
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Tagging
Text Analysis
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Support
Visitor Tracking
Visual Analytics
Website Visitor Tracking
eCommerce Management
Visit WebsiteCompare App

Mobile apps

iOS App


2 reviews

Requires iOS 11.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


10 reviews

Conversational Cloud Feature Reviews

25 reviewers had the following to say about Conversational Cloud's features:

Donna D.

LiveEngage

2016-11-23

The best thing about LiveEngage is their customer support. When our company has experiencing phone troubles and needed a way to communicate with our members LiveEngage stepped up and made that possible is a very short period of time.

Pros

It is web-based and easy to use the chat function.

Cons

The reporting feature is cumbersome.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Conner C.

Horrific customer service and stability

2020-02-19

Overall live engage is the worst live chat platform I have worked with.

Pros

Reporting package. Dashboard.

Cons

Customer service. Service outages.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No

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!

Read more
Aimee B.

Great for basics!

2020-05-26

Daily chats and administRation of system - general oversight

Pros

Easy, straightforward chat interface. New updates are AWESOME and give a much more modern and current feel - definitely more user friendly aesthetic now!

Cons

Being able to track trends etc of what customers are asking and how they view the service they received

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No

Response from LivePerson


Glad to hear you are having such an easy time leveraging our AI solutions! Our reporting is super robust and our client team can certainly reach out to you to help you build out a trend report based on the keywords that are coming in. Our AI solution can also determine the intent of each conversation so that will help with trends as well!

Read more
Anonymous
(Computer Software company, 201-500 employees)

Great software but could use some upgrades

2019-03-19

Pros

This software also makes addressing customer concerns quick and easy in real time.

Cons

When you have paid support modals, the ability to be able to pull those interactions right away would be beneficial.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

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!

Read more
Anonymous
(Consumer Services company, 501-1000 employees)

LiveEngage probably the best app for web chatting

2020-06-11

Overall I am satisfied with it, It is easy to use and access and has not glitched on me not even once.

Pros

- It is a great way to enable communication between customers and remote assistance. - Available to be used in multiple platforms. - Everything done through it can be tracked, monitored and measured. - It allows for customization of the general interface and also pre-written answers.

Cons

For as long as I have used it the only negative thing to it that I have been able to observe is that it does not collect customer's name in a way that it can label the chat with it.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from LivePerson


Thanks for taking the time to leave us a review. We're glad to help make your business more conversational and help provide more in-depth analytics to optimize your business and operations! There is a way to name your "visitor" to their actual name by connecting your sessions to your CRM, so we will be sure to reach out to you to help you set that up!

Read more
Michael B.

Horrible customer support

2017-05-02

we had live chat on our website for a test.

Pros

I'm sure there are better live chat solutions out there that would most definitely have better customer support.

Cons

terrible customer support, a real pain to cancel the service...they continued to charge us even after the 90 day period from cancellation.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
Read more
Chris L.

Verified Reviewer

Best of Breed live chat platform for supporting online customer service needs

2019-01-04

Pros

Great live chat solution which is just as easy to use for internal customer service staff as it is for online customers who need support

Cons

As a standalone solution, I found the cost quite expensive, and it wasn't straight-forward to integrate with other applications/platforms.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Read more
Chad F.

Adds another dimension to your customer experience

2016-12-17

Live chat makes it very easy for customers to engage with your support staff.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Temitope E.

My experience with Liveengage has been perfect.

2018-08-09

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

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.

Cons

Liveengage has been our trustworthy helpdesk solution for the last two year period. There is absolutely no complaint from my end.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Basiirat A.

A better way to connect with web visitors.

2018-08-25

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

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
SAURABH G.

Live Engage - Next gen servicing through messaging.

2017-07-18

Greater customer engagement and improved CSAT.

Pros

The upcoming integration with bots along with rich messaging capabilities provide for a rick communication experience which our customers love.

Cons

The only con I see in Live Engage is from an administrator perspective, the core customer information panels on the servicing screens can not be customized or removed which presents a bit of challenge as secondary custom panels need to written to overcome the deficiency which causes the precious screen real state to get wasted.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Telecommunications company, 10001+ employees)

Great tool for our reps who live chat to our customers

2018-10-16

Providing customers with other ways of reaching out to our customer service

Pros

The support. Live Person's support is second to none Beautiful UI

Cons

Like all SAAS, you do get down time. Few and far between

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ashley B.

Fantastic!

2020-02-06

Fantastic dispersion of the overloaded workflow of assisting people on the phones

Pros

I love the ease and interface of this program.

Cons

It tends to get glitchy after a certain number of completed chats but you can just clear them out and it goes back to normal

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from LivePerson


Thank you for the positive feedback! As far as the "glitches" go, we would love to learn more about what might be causing these glitches so hoping you can reach out to your account manager to resolve this!

Read more
Anonymous
(Government Relations company, 1-10 employees)

You can chat live with another person for many purposes.

2019-04-18

Pros

I've seen U.S. based retailers and financial institutions using this app to let their customers to chat with the customer service reps, and it was useful as i was able to take care of my concerns online instead of waiting on the phone for the actual person.

Cons

Nowadays, the visuals for other chat platforms are becoming simple but it seems to me that LiveEngage still is sticking to the old-fashion look - with several buttons and small tabs.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Erica B.

We used LivePerson for years but the functionality of it was truly lacking.

2018-03-08

Pros

The ability for a supervisor to send a private message in the chat to the agent for them to copy and paste to their chatter.

Cons

Terrible customer service - we were charged for months after closing the account Removal of desktop app Drastic changes and updates without any warning or training

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Lauren B.

Easy to use and efficient way to speak to customers

2018-03-15

Pros

We link LivePerson to our website and it is very successful, there is a blue button on all our web pages which makes it easy for anyone to live chat with us.

Cons

The only thing I like least about the software is the timing mechanism when someone requests to chat. I would prefer for there to be no timer

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Thomas H.

Gets better every day!

2018-09-06

Overall, the return on investment here is HUGE.

Pros

The FAQ bot we got set up with on our live chat window answers all of the most commonly asked questions now and it's been absolutely phenomenal.

Cons

The learning curve at first was a bit daunting, but in a few weeks you'll realize the analytics built into LiveEngage is second to none.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 11-50 employees)

Great Program

2018-10-23

Great program. Has been for years.

Pros

The ability as an admin to invite leads to chat with ease and to view site traffic.

Cons

Nothing. Great program. Used in prior role extensively.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
amanda l.

Works Well, Very User Friendly

2020-01-07

Pros

This program was the easiest live person software out of several we have used.

Cons

We were not able to answer chats after hours.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No

Response from LivePerson


Thanks for your review. Sorry to hear that you moved away from us. We hope you will consider coming back to us we have made so many improvements and added more sophisticated AI & automation to our solution.

Read more
Anonymous
A verified reviewer

Neat, useful and engaging software

2018-04-17

Pros

It gives a direct channel to speak and listen to customers.

Cons

Not many drawbacks - does what it says. and have been using it for a variety of sites for some time now....

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Source: Capterra
Helpful?   Yes   No
Read more
Trish T.

Awesome service!

2016-10-03

Live Engage is the BEST out there!

Pros

Ease of use

Cons

None

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 1001-5000 employees)

Simple LiveChat Software to use

2019-04-20

It is a great tool with prospects inquiring. Easy to engage and talk to customers about your product.

Pros

It easy to use with other reps and acts in almost in real time.

Cons

The interface is not intuitive, but needs to be revamped, a little outdated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Entertainment company, 1001-5000 employees)

Newbie to chat, great for org

2018-06-25

Pros

Great way to have multiple employees respond to web inquiries, lowering call volume and non-sales lead form submissions.

Cons

Set up took some time and things on the back end aren't the most intuitive but their chat team is excellent about walking you though things, trouble shooting, etc with screenshots and such.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Source: Capterra
Helpful?   Yes   No
Read more
Shadab S.

Verified Reviewer

Best chat tool I have ever used.

2018-11-03

Pros

It is quite user friendly and the canned responses feature is quite useful.

Cons

The UI design is quite old fashioned and can be upgraded to a more sleek and bright design.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
Read more
Zenovia L.

Live Engage

2018-10-03

We are able to easily and efficiently engage with our customers & clients and resolve issues without being on the phone.

Pros

It is very easy to dock on the side of the screen and still be able to see all of the relevant information needed to conduct a chat. We honestly hardly ever have down time with the product.

Cons

There really are not any things at this time that I do not like about the product.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more