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Conversational Cloud

Conversational Cloud

What is Conversational Cloud?

LivePerson's Conversational AI and messaging platform empowers 18,000+ brands to design, manage, and optimize consumer conversations, improving marketing, sales, and customer care. Manage conversations at scale with the Conversational Cloud's real-time intent detection, low-code chatbot building studio, and conversation management workspace that unifies agent and bot interactions across the world's most popular messaging channels (web, in-app, SMS, Apple Business Chat, WhatsApp, Facebook, etc).

Who Uses Conversational Cloud?

Businesses of all sizes who are looking to transform how they communicate with their consumers to increase sales & improve customer care through web chat, SMS, Apple Business Chat, WhatsApp, and more.

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Conversational Cloud Software - 4

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Reviews of Conversational Cloud

Average score

Overall
4.4
Ease of Use
4.3
Customer Service
4.2
Features
4.3
Value for Money
4.2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Temitope
Temitope
Helpdesk Analyst in Nigeria
Verified LinkedIn User
Design, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

My experience with Liveengage has been perfect.

5.0 6 years ago

Comments: Liveengage has provided us with an effective medium to communicate with our clients. 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:

Liveengage is very intuitive and thus very easy to use. All of my helpdesk colleagues have no complaints making use of this helpdesk solution ,same for new agent recruits whom we recently introduced to use this. 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. Liveengage is also very mobile friendly ,and this has made it easy for web visitors accessing our website to have a good experience chatting with our helpdesk team.

Cons:

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

Basiirat
Basiirat
Customer Support Analyst in Nigeria
Verified LinkedIn User
Entertainment, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

A better way to connect with web visitors.

4.0 6 years ago

Comments: LiveEngage serves as a connection between my organization and our customers. 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:

LiveEngage is very user friendly and this is the first quality I look out for in any software solution. It enables customization including HTML integration which makes it easy for organizations to personalize the kind of content which comes along with having LiveEngage on their website. 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.

Conner
Business Analyst in US
Luxury Goods & Jewelry, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Horrific customer service and stability

1.0 4 years ago

Comments: Overall live engage is the worst live chat platform I have worked with. The chat feature often just kicks customers out of their chat which is a terrible experience. I have brought this up multiple times and have had no luck with help. Our account manager is oblivious and only contacts us when trying to sell us something. In general customer service is atrocious. We just had a system outage last 5 hours with no word from our account manager or a customer support representative. We will be finding another service provider as soon as possible.

Pros:

Ease of use. Reporting package. Dashboard.

Cons:

Customer service. Service outages. Glitches.

LivePerson Response

4 years ago

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!

Verified Reviewer
Verified LinkedIn User
Computer Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Great software but could use some upgrades

4.0 5 years ago

Pros:

The ability to pull reports is great. You can set custom dates and filter by specific departments if this software is being used by multiple departments. This helps easily track metrics such as average interaction times, wait times, and any abandoned interactions. This software also makes addressing customer concerns quick and easy in real time. Customer account details display when the interaction is taken.

Cons:

The cons I saw with this software is the inability to prioritize chats or allow chats to be taken based on 'cherry-picking'. When you have paid support modals, the ability to be able to pull those interactions right away would be beneficial. You can only take interactions in the order that they are received in the queue. Support issues take a while to resolve.

LivePerson Response

5 years ago

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!

Verified Reviewer
Verified LinkedIn User
Consumer Services, 501–1,000 Employees
Used the Software for: 6-12 months
Reviewer Source

LiveEngage probably the best app for web chatting

5.0 4 years ago

Comments: 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. This can be really confusing when you have multiple chats opened named "visitor".

LivePerson Response

4 years ago

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!