LivePerson Reviews 122

They were good to work with at first - and then they switched from a downloaded software to a web portal and it SUUUUUUCKS. Then when you try to cancel they hit you with a 90-day cancellation?! They keep charging my credit card even though the 90 days have expired.

They are burning every bridge with this cancellation deal. I would have given them a decent recommendation before but not now. I won't be working with them ever again.

Hi, We been using Liveperson for close to 5 years. Somewhere in that time frame they switched us to an annual contract rather than monthly. We are stuck paying $95 a month for product they are now advertising as $35 a month. We requested to cancel our service and they claim they have 90 day cancellation policy and are charging us for 3 more months. We have requested numerous times for documentation proving we signed any agreement or were ever informed of our contract changing from monthly to yearly. We wanted proof of their user agreement claiming the 90 days. After 2 months they have failed to provide any evidence nor have they even responded.

Avoid their overpriced products at all cost.

We have used LivePerson as our customer chat solution on our site for years. In the past year or so, we started encountering problems where their servers would have issues which ended up causing our site to load slowly or not load at all (We are an eCommerce company, we cannot afford to have our website unavailable to potential customers!) because they were requiring us to pull info from their server. When this happened, we were unable to contact support in a timely manner because the only support available on their website was via their live chat, which was down. I had the phone number for one support person that I was able to use a couple of times, but then that was disconnected and I was never able to get another phone number. We made the decision to look into other options, and I brought this up to one of their representatives in August when I wanted to downgrade our account. The entire downgrade/cancellation process was frustrating, and at one point we were switched to an annual contract out of nowhere. I finally got the cancellation confirmed in October, and was surprised to see that we were charged again for November. When I asked about this, I was informed that there is a 90-day termination notice required, something that was never mentioned to me before. This whole process has been way more difficult and misleading than necessary, and it has soured me on our entire experience with LP. At this point, I would not recommend the service to anyone.

We started working with Liveperson years ago when they were a young startup out of Israel, so we have a very long history with them. this year due to some changes in our contact center we have some new needs and started looking for different alternatives.
Very early in the process we notified Liveperson that we are looking for alternatives and what were the specific features we were interested in. they came back with an offer which was significantly more expensive than the alternative.
Since we have been with them for so many years, we still gave them the benefit of the doubt, and when we received the final offer from the platform we selected, we gave them an option for first refusal. they still came back with an offer which was much more expensive.
at that point we told them that we would like to cancel our agreement. only at that point - a few months after we started the discussions with them, they informed us that we need to give them a 90 day notice for termination. They are saying that this is a part of their EULA agreement. they could not provide me any document which is showing that anyone from our company has signed the current EULA agreement (or any version of it for that matter).
The bottom line - Live person used to be a great company to work with. but now they are just a large corporate, who moves slow, doesn't provide value, expensive, and worst thing, does not care about being fair with their clients. Stay away!

Things have gotten worse over the years.

We started with liveperson back in the late 2000's, and was happy with the service at the time. The client we were using it for stopped for a year or so, and we were able to cancel easily.

After coming back in 2013 (at the client's request) and using the service for a few years, we learned a few things along the way.

1) Our client opted to work with a new chat platform causing us to need to cancel the service with Liveperson. It turns out, liveperson snuck a little cancellation wording into the EULA, adjusting cancellation terms, requiring three additional months payment at the end of a program.

2) During the duration of our program, Liveperson actually lowered their base rates to be more competitive in the market with other chat services. Unfortunately, our assigned rep never communicated the change to us, nor did they apply the better pricing to our account.

3) There was no easy way to cancel, I was forced into a chat session, told about the 3 month penalty for cancelling, and then given a billing address. It took 2 months to finally get the cancellation processed.

4) Forced upgrades are tough, especially when they cut out features. Notably, the new platform they pushed us to in May allows you to enable rules to automatically trigger a chat session with a visitor. This is nice, however, they removed the ability for a rep to trigger the chat session on their own ... their support team claimed that this was invasive to site visitors. I'm not actually sure how a site visitor can tell the difference between an automatic chat and a manually triggered one ... but it was a significant change to adapt to from a user perspective.

Based on these factors, I can safely say we will not be conducting business with this organization again. The fact that they have removed any and all review mechanisms on social platforms is a pretty strong indicator that they do not believe in dealing openly and fairly with customers.

We stayed with Liveperson for a couple of years because their live chat technology is pretty good.

However, when you try to manage your account or cancel alltogether, it's another story. There is no account managament portal. You have to contact someone through live chat to make changes to your account. Apparently their cancellation policy is buried somewhere in their knowledgebase, but it's hard to find. So I ask them over live chat to cancel our account, and after they say they will process the cancellation, they inform me that they need 90 days' notice.

We've been paying month to month. We signed no contract. That's pretty sketchy if you ask me. So sure enough, we get charged for two seats that we're no longer using the next month. I complain. They say the policy is in their knowelgebase and don't seem to care about winning us back. So there you go, we'll never consider them for future live chat.

I started using them for a day as I realised how complicated product it was and I made the biggest mistake. As a developer myself I would expect something easy to plugin and play but this is far from it. They also keep sending invoices although I officially emailed them about I don't want to use their product on the first day of using it.

Simply the worst experience I have ever had with a web based company.

My experience with liveperson.com is pretty bad. They offered a 90 day trial period to decide if we need the service. The service is good tho, but really nothing a cheaper tool can't do as good as they do. At the end of the trial I wanted to cancel the subscription. They said I had a 90 day cancellation period and I had to pay for another 3 months. I feel tricked into this additional commitment. After I complained they agreed to refund 2 of the 3 months which would have been round about 1,000$. I got refunded like $250 two months later and the account manager does not even reply to me anymore. Not only that, when I started the test period they charged me upfront and took the same money again within the trial. This is not how you do business. I wish I never had tried their service. I lost a few thousand $$.

I have to go through a nightmare to cancel with them now after several years. My journey is not yet over. May be their product is not bad, but I have a right to leave and at this step they spoil all my attitude towards them and make me share my opinion.

First of all, they will not allow you to cancel from within the customer account. You can not cancel, you can not remove your card, you can not deactivate auto-charges. They ask you to join their live chat for this purpose.

Second, their live chat is a merry-go-round with many people involved and trained not to help but get on your nerves by calling your name all the time.
I spent half an hour explaining that I want to cancel with them. I thought I was understood. They created sort of an internal ticket for billing and promised to send me a confirmation within 3 days.

Since I did not receive a promised e-mail for over a week, I returned to their chat to find out:
1) they can not locate my chat logs by the log ids I provided
2) there's no any cancellation request
3) I have to ask for another cancellation
4) now I find out there's a 90 days cancellation notice

Any company still practicing this? I don't really remember if their terms had this on file back in 2010 when I signed up with them. But hey! Why do I have to pay 3 extra months for nothing just because I would like to leave?? Do they use 3 months fees to pay their live chat operators' salaries who waste time of those who ask to cancel?

I was also rejected when I asked for the cancellation number or an e-mail confirmation which I could use as a confirmation I am done with them.

Never deal with them unless you are sure you will never leave them!

They billed me in advance ($300) for three months service. I have not used their service even once. I sent them an email to cancel my account and refund my money. Meanwhile I tried to Live Chat with their rep. He directed me to a number to call for biking. The number does not respond - keeps ringing with no response. I tried several times. No response. Went back to live chat and requested they ask the billing dept to call me instead of me calling them. Send an email to billing was his response. Now I have to wait several days for them to respond to my email. If there is no response, I can round in circles and they damn care!

Liveperson's live experts are excellent when you are in need of a shoulder to cry on at any time of day or night, and from anywhere around the planet. What is even better, not only do they lend a sympathetic ear but they give you advice that will help you pick yourself up and start on your own path toward recovery and healing. Excellent site for talking to counselors online.

Liveperson is a great way to get answers, great customer service, many different services offered!

Live person has been the helping hand when life has seemed confusing, when I know my own inner knowing, but for some reason I am doubting it, when I need to have a sounding board and hear another's feedback, when life is feeling tough, but a friend is closer than I think, when I need to check in and receive a bit of direct or indirect guidance, when I can still trust my inner knowing, but receive a bit of supporting help, when I feel at a cross roads and need to look a little further down each of those roads, when I need to feel a bit of encouragement or simply when I need to tune in to who feels right to listen to, but balance it with my own intuitve feelings...

IF THEY STICK WITH LIVE PERSON YES BUT KASAMBA HAD TO MANY PROBLEMS AND HALF THE TIME MY EMAILS DIDN'T GO THROUGH, OR WHEN I TRIED TO CLICK ON THE SITE ALL I KEPT GETTING WAS AN ERROR. AND ONCE OR TWICE WE WHERE CUT OFF.
THE PEOPLE ON THE SITE ARE GREAT IT IS JUST THE WEBSITE THAT HAS TO MANY ISSUES.

Thank you for your help.

I like your services but it's too expensive and your application on iOS could do with some help.

Have been visiting this website for a while and have began to get more and more attached to it. Like this website as you can be real self when talking to to an expert.

Perfect therapy option for those of us afraid to leave the house.

Thank You!

A Very Special Website

Thank you for being such an amazing teacher!
We have learned so much because of you.
You encouraged us to be the best we could be
and we will always be thankful to you for
all the hard work and efforts you have put in
to make us who we are today.

We will always remember you!

Yu Rong