Number of Seats/Users: Conversational Cloud offers discounts based on the number of users or seats. A higher volume typically leads to a better discount structure, especially for enterprise-level usage.

Commitment to a Long-Term Contract: Discounts are often provided to companies that commit to using the service for a longer period (e.g., 1-year or 3-year contracts). A longer commitment shows Conversational Cloud that the company is serious and willing to invest in the platform long-term.

No Active Discounts: Companies that are not already receiving other active discounts may have a better chance of qualifying for additional discounts from Conversational Cloud. Conversational Cloud reserves discounts for new customers or those not currently under promotional pricing.

Volume or Usage Commitment: Conversational Cloud offers discounts if you agree to a minimum amount of usage or transaction volume. This could be based on data storage, transactions, or other metrics tied to how much you will use the platform.

Enterprise-Level Negotiation: Companies that qualify as “enterprise” due to their size or complexity (e.g., having large teams, multiple departments, or geographical presence) may be eligible for additional discounts from Conversational Cloud. Such companies are often in a position to negotiate for better pricing.

Early Renewal or Prepayment: Conversational Cloud often offers discounts if you renew early or prepay for the entire contract period. This is a common approach to securing a lower price.

Here at Spendbase, our internal data shows that LivePerson’s Conversational Cloud is making a solid impact in businesses of all sizes, but also comes with a few pain points worth considering—especially for teams looking to make the most of their software budget.

Key Benefits Highlighted by Spendbase Clients:

– User-Friendly Experience: The majority of clients point out that Conversational Cloud is intuitive and easy for both new and seasoned support agents. Smooth onboarding and a simple interface mean less time spent on training and more time serving customers.
– Real-Time Visitor Insights: The ability to see where visitors are on a website, their geographical location, and other insights in real time is consistently rated as a major plus. Marketing and sales teams especially value these features for targeting and engagement.
– Customization & Automation: Clients have benefited from powerful automation, such as introducing bots that answer common questions, as well as customizable features like canned responses and HTML integration.
– Operational Efficiency: The cloud-based platform allows teams to monitor, track, and report customer interactions across multiple channels, reducing phone support costs and seamlessly integrating with existing workflows.
– Responsive Customer Support: Many clients share that LivePerson’s support is quick and helpful, offering step-by-step guidance, especially during initial setup or when troubleshooting.

Areas for Improvement, According to Spendbase Clients:

– Service Outages & Stability: Several clients have noted instances of unexpected service interruptions or app refreshes, occasionally leading to dropped chats. These disruptions can negatively impact customer experiences.
– Reporting Tools: Some find the reporting window less user-friendly compared to previous versions and wish for more customizable, easy-to-use analytics features.
– Cost Considerations: A few clients have shifted away due to pricing, stating they found alternative solutions with similar features at a more competitive rate.
– Customer Service Concerns: While many appreciate LivePerson’s responsiveness, others have reported inconsistent support, especially when canceling subscriptions or seeking solutions for technical issues.
– Learning Curve: Although onboarding is generally quick, certain clients mention a steeper learning curve for maximizing more advanced features and integrations.

Other Notable Insights:

– Mobile Friendliness: Strong marks for mobile usability ensure visitors receive quality support whether on desktop or mobile.
– Chat Management: Some clients wish for enhanced features, such as better chat prioritization (cherry-picking) and clearer chat labeling.

In summary, Spendbase clients find Conversational Cloud an effective way to streamline customer communication and boost efficiency. However, it’s important to weigh these benefits against potential support and cost-related concerns. If maximizing ROI is a priority, it’s wise to compare with similarly robust but more budget-friendly alternatives.