Madeleine Truscott
Digital Customer Experience Strategist · 11-50
1 review written · 4.0 average
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Reviews by Madeleine Truscott
★★★★★
The UI is genuinely one of the cleaner ones I've navigated in this category. Running LiveEngage across multiple client accounts, I spend a lot of time switching contexts, and the dashboard handles that without turning into a maze. Routing rules, conversation windows, agent monitoring, it all lives where you expect it to. The learning curve for new agents on client teams is shallow enough that I stopped dreading onboarding sessions about six months in. That matters when you're doing this for other people's businesses, not just your own.
My one real complaint is the reporting interface. The core metrics are there, but pulling a custom view for a client presentation still feels clunkier than it should be. I end up exporting and reformatting more than I'd like. Customer support has been helpful when I've needed it, though response times vary. Overall, the day-to-day experience is smooth enough that I keep recommending it when clients ask what to use for digital messaging.
