livepro Reviews

"Knowledge & Vision"

Comments: Providing a simplistic end-user experience to enable access to the required information, knowledge, and reporting is key to our success. Livepro provides an easy-to-use administration and build/ architecture interface. This enables us to create, curate, and design the platform the way we need it to best support our business needs without having to rely on complicated development coding, etc.
The simple navigation throughout the platform for an end-user is highly beneficial in ensuring maximised efficiencies and meeting the service matrix. coupled with the powerful reporting insights, livepro provides deep data insight capability to drive quality coaching and improvement conversations.
There are too many benefits to list here, the key for us is the data-driven insights to ensure optimisation and delivery of best practise through simple, easy and effortless delivery of information at your fingertips, when and where you need it. If you are looking for an all-round knowledge tool that will support frontline success/ information delivery success, with in-depth reporting and data insights, livepro is truly the tool to use. The support is brilliant and the team are always there to support when needed, the online self-service portal is super helpful as well. The business is always open to discuss my needs and will work with us to find the best solution if it doesn't already exist. The Customer-centric mentality that is part of the livepro DNA is evident in the design & simplicity

Pros: Versatility - Livepro is a highly versatile platform that is ever-evolving to exceed current and future needs in a quickly evolving digital world.
Agile - moving quickly in the market place to ensure simple interfacing and excellent end-user experience

Cons: There is little to dislike, this is mainly due to the rapid pace the platform maintains to ensure it is market-leading and driving best practice operation.

"Easy to use and administer"

Comments: livepro has improved AHT, QA performance, speed to competency of new staff, and helped drive employee engagement.

Pros: Robust search function. Integrated feedback system. Easy to manage content categories and user permissions. Comprehensive suite of reporting functions for administrators. WYSIWYG content creation/editing function, while retaining the ability to code articles manually if required. Easy to set up content templates.

Cons: Some frames may not appear correctly for all users if too many content categories are listed, as they are bound to screen size. Would like to see reporting on how long users spend on individual knowledge objects. No ticket management function.

"A Fantastic tool for a Customer Service Centre!"

Comments: Livepro has given us the opportunity to create an amazing knowledge based system that all our Customer Service Officers regularly rave about! Since offering the Open Access version to the whole of Council we are also getting rave reviews from other departments too.
There are so many ways to make the information on the page easy to read with the use of accordions, anchors, tables.
Thoroughly recommend this product!

Pros: Such an easy, user friendly system with a variety of templates and editing tools available.
Particularly like the accordion and anchors which make the scripting pages so user friendly.
Integrates well with our phone system (Purecloud)
So easy to search and find pages and the ability to add keywords.
Tech Support team are extremely helpful and friendly.
Quizzes are a fantastic training tool as is the ability to insert 'how to' videos to the page.

Cons: Not a Con but a suggestion.....Would be great to offer a 'find and replace' function

"Great Product and Really Easy to Use"

Comments: Currently we have practice guidance and instructions for staff that are unclear and are presented in a complicated way. Livepro allows us to present this information in a clear, stepped out process that is easy to read and understand.

Pros: The software is really easy to use, it is very functional and you don't need to be really tech savvy to understand it! We have been able to build a system that supports our staff by providing clear guidance and instructions for them to complete complicated tasks. The company provide fantastic training and ongoing support throughout the whole process of learning and building the system, meaning we were able to create something really quickly and effectively which is really important for the nature of our work. They have amazing customer service which really helps when you are learning something new.

Cons: I don't have anything I dislike about this software. All of my questions and issues have been answered and resolved immediately and anything that they cant resolve straight away they deal with in a timely manner. Also if there is a functionality of the software that doesn't yet exist but we would like to see in the future, they take your ideas on board and add it to their list of future functions!

"Perfect choice for quick and easy set up in Contact Centre"

Comments: We commenced as a pilot to try to get business buy-in initially and the support provided by the LivePro team and the 'value-add' they provide over and above their software has been best in class. We could not have asked for more! We are now part of the broader LivePro community so using these networks to share learnings as well.

Pros: The software is easy to use and it's very quick to get it up and running and thus we were able to realise the benefits early on in the process. Navigation is intuitive and regular releases - led by customer requirements/needs has meant it continues to evolve as we (and others) use it.

Cons: We haven't identified anything that we didn't like as yet.

"Livepro? More like Lifesaver!"

Comments: Vast improvements in productivity and improved quality ratings

Pros: Livepro has made sharing knowledge across our organisation super easy!
As we are not all located in one city, Livepro enables us to provide up-to-date and consistent information to our members, no matter what office they visit or call.

Cons: Some minor limitations for administrators, but no issues for end users.
I feel this outweighs the administrator limitations as end user experience is key.

"Great addition to our business"

Comments: LivePro has enabled us to better capture the knowledge and experience of our users and use this to standardise our business processes and create greater opportunities for continual improvement and learning.

Pros: Ease by which knowledge can be accessed by the team making us all more productive and create greater opportunity for value add activities. Supporting the development of the function as a whole by capturing current knowledge and allowing this to be used as a foundation for continuous improvement. Also this has helped enormously with our training of new employees significantly increasing the speed of their development and contribution.

Cons: There are some limitations to the way information can be displayed (images etc) however this is by no means a show stopper.

"livepro Review"

Comments: Our training and induction programs have improved dramatically with livepro. It has also reduced the period of time from when new staff have started to when they can be rostered on phones.

Pros: Ease of use - search functionality is fantastic as are the use of the hubs. The ease and speed of answering customer enquiries significantly reduced our customers wait times. The feedback and announcements features have also improved the communication within our team.

Cons: Nothing really. Everything to date has been very positive.

"User Friendly and Flexible"

Pros: Very user friendly. Easy to update and navigate. Great announcement and notification system so you don't miss any changes or update. Straight forward feedback process. Able to house a range of activities such as quizzes/

Cons: No real problems. Some people find the search function can be confusing at first until you understand how it works

"Easy to navigate and use."

Pros: It is very easy to use, user friendly and is updated often with correct and complete information. Extremely easy to navigate to find what you are looking for.

Cons: The only issues I have had with this software is if you don't know what you are looking for, and don't type the correct phrases you might have an issue finding something.

"Livepro is a lifesaver!"

Comments: Prior to purchasing this software our pages were long and confusing, Livepro has enabled us to break these pages down which makes finding the information much easier!

Pros: It is a very user friendly system and allows you to personalise your pages.
Great support and access to a useful forum & community.
Notified when updates are made and what to expect.

Cons: The recent update has removed our quiz documents from the Quiz section - this is however being looked into and Administrators are able to view them via a report.

"Transformation"

Pros: Intuitive technology that gets knowledge to the coal face. It is updated by the team who use it so it is current. Team is constantly improving the tech. We implemented in large state gov organisation and their abandon rate dropped from 23% to 7% almost overnight and the team still talk about the bad old days before it today.

Cons: None I can see. Team is flexible and will work to tailor the solution to you. Implementing the solution is not just a click and go, it does need to be implemented correctly to get the benefits so if your leadership team is not committed to sharing knowledge then it will not be adopted, although this could be said about all software.

"As I have only used 2 types of knowledge systems my experience is small but This has been the best."

Comments: With live pro i have easily been able to keep up to date with the changes of procedures made and stay ahead in tricky calls

Pros: Easy to use
Great search function showing what you searched by % of relevancy
Has quizes for when new information is released a quiz can be made to test the users
Great announcement system clearly showing when a new announcement has been made
Easy to submit feedback

Cons: Possibly the worse thing about live pro is the ability to right click and open in new tab this seems to take it back to the main page there are ways around this but they are not particularly easy for those with little computer experience

"An ideal product for any workplace that requires a centralised and well-rounded KM system."

Pros: Its usability as a platform is very good. The general ease of the system and its layout make it efficient and aesthetically it works really well.

Cons: If I have to be negative, the reporting tools could be improved. The reporting needs more functionality.

"Useful to assist customers when needed."

Comments: I am able to assist customers more with the knowledge and information right in front of me. If I ever get stuck I refer straight to Livepro so I never give a customer wrong information. It is easy to use and quick access to information you previously didn't know.

Pros: What I love the most about Livepro is it's accessibility of information and easy to view updates or changes to any articles.

Cons: Something that can be a bit difficult to work around is that the text typed into the search bar needs to be specific to find the article you are looking for.

"Livepro - A 'Game Changer'"

Comments: Livepro is a powerful tool that empowers and gives confidence to your Customer Service Officers to provide consistent quality information to customers efficiently and competently.

Pros: It is cost effective and ongoing support is provided as part of the monthly fee. Training is minimal, it is easy to use and intuitive. Awesome searching capability through entering one or several key words.

Cons: Formatting is limited but this does not have any impact on the information contained within the knowledgebase.

"Excellent program with flexibility"

Comments: Livepro has given us an excellent opportunity to easily review and present our content in a modern way, that is still suitable for the staff.

Pros: I appreciate the ability to be flexible in the way that knowledge is presented. Our current knowledge management system only offers a stream of content (words), this gives us a chance to be innovative in the way that information is presented, making it more engaging for the user. Our practice guidance is a combination of process and information and can be very detailed, this system gives us the chance to break the information into smaller chunks that are easier to manage.

Cons: I have nothing but good things to say about this product, not to mention the service team that come with it!

"My favorite KMS so far."

Comments: It makes easier it for us to communicate with the CSRs.

Pros: I like how it becomes a one-stop shop for CSRs. The feedback tool really encourages users to provide feedback and is very helpful in creating better experience for them.

Cons: The least thing I like are the bugs, which messes up content and content search sometimes. Would also be great to have editing tools similar to Word.

"Great product"

Comments: Great team, easy to work with and a fantastic product

Pros: Easy product to use and simple to train new users. Great features

Cons: Nothing this product is great, fantastic team

"Benefits to team"

Pros: Its flexibility and how its setup with moderisation to move with the changes of technology.
Software is very easy to use

Cons: The software has many different features problaby the only thing i dont like is that i cant make more time to experiment more.

"Best Practice CX KM"

Pros: The team at livepro are extremely Customer focused. They have designed a tool that is specific to solving CX KM needs.
Implementation, design and training are all very easy, ensuring businesses can hit the ground running when embedding knowledge.
Easy application to start Omnichannel journey.

Cons: Though the team are constantly trying to increase usability, the UX design is still undergoing some work.

"A simple yet powerful tool to lift Customer Experience and Agent Engagement"

Comments: The team at livepro are really easy to work with!

Pros: Very easy to implement from a user set-up and training perspective. Improves the quality and consistency of conversations as well as reducing handling time. Alerts and end-user customisation make agents WANT to use livepro with every call.

Cons: It would be great to easily replicate some of the more complex knowledge objects we have set up e.g. quizzes

"Great tool. Highly recommended"

Comments: Very user friendly, easy to set up. Attractive interface. Well supported platform

Pros: Ease of use. Taxonomy easy to set up. Search function works as expected

Cons: Can't think of any. LivePro is my preferred tool

Alternatives Considered: Salesforce Sales Cloud

Reasons for Switching to livepro: Ease of use

"Review"

Pros: Product is quite easy to use and find it easy to find information.

Cons: n/a, not much to dislike about this product

"Impress you customers with livepro"

Pros: livepro is a perfect customer experience management tool that lets you offer superior customer services to your customers by offering them with instant answers to their queries. The leading pros are: - Improve FCR significantly
- Helps with retaining customers
- Lets your customer support team become more productive
- Fairly affordable to use

Cons: The platform needs to be updated as there are quite a few bugs and errors such as formatting related. Otherwise it is a great tool.