livepro

livepro

by livepro Knowledge Management

Who Uses livepro?

livepro is the perfect Knowledge Management solution for Customer Service - whether it be on the phone, behind the counter, in the field or customer self-service - livepro has the perfect answer.

What Is livepro?

livepro is purpose built Knowledge Management for Customer Experience.

We focus on delivering answers to agents - not long complex documents. This is made possible by livepros powerful features like search and easy to follow process guidance. livepro requires next to no training and turns your agents into experts meaning staff confidence and customer satisfaction go up while AHT and training costs are cut down.

livepro Details

livepro Knowledge Management

http://www.livepro.com

Founded 2001

livepro Cost Overview

livepro does not have a free version but does offer a free trial. livepro paid version starts at USD 500.00/month.

Starting Price

USD 500.00/month

Free Version

No

Free Trial

Yes

Deployment

Cloud, SaaS, Web

Training

In Person

Live Online

Webinars

Documentation

Support

Business Hours

Online

livepro Features

Knowledge Management Software
Cataloguing/Categorisation
Collaboration
Content Management
Decision Tree
Discussion Boards
Full Text Search
Knowledge Base Management
Self Service Portal

livepro Reviews

Showing 5 of 128 reviews

Overall
4.8/5
Ease of Use
4.7/5
Customer Service
4.9/5
Features
4.6/5
Value for Money
4.8/5
Carita G.
Reiki Master Teacher & Crystal Therapist
Medical Practice, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 07/08/2018

"Great software for call centres"

Comments: It's been a great tool to consolidate knowledge across many clinics and to make it very quick and easy for our booking agents to find the right (and up to date) information for our customers.

Pros: Ease of use. If you can use word you can use Livepro to quickly create and manage your content and make it easily accessible for your users. If you have a basic understanding of html and css you can make it go futher but this isn't necessary. The ability to tailor access levels for different types of users (eg admins or end users) is also great. Ongoing support is also exceptional and also great to have access to a community of livepro admins that we all learn from and help each other out.

Cons: Only minor issues I've noticed because I can be pedantic - but these were all quickly resolved by the support team. My only issue is that it can be a little fussy in applying some formatting - ie depends on how the formatting was applied in the first place to text as to how it can be modified. So sometime you just need to clear the formating and re-apply it. But this is a minor issue compared with some of the other problems I've encountered on other systems.

  • Reviewer Source 
  • Reviewed on 07/08/2018
Geoff S.
Acting Customer Service Team Leader
Government Relations, 501-1,000 Employees
Used the Software for: 1-5 months
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 20/06/2019

"A Great Step Forward"

Comments: To ensure our organization has the right answer, quickly, every time for whoever their customer is. It has been a great step forward towards this and the support crew from the initial trainers to CSR and the rest have been great to deal with and very responsive.

Pros: The ease of use is the main thing I like about the software, creating the knowledge objects, updating information, reverting, training team members, searching for information, reporting, quizzes are all very easy to use.

Cons: There is not much and they points I have highlighted they are already working on to fix like people being able to edit their own profile.

  • Reviewer Source 
  • Reviewed on 20/06/2019
Lucy K.
medical receptionist
Medical Practice, 1,001-5,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    3/5
  • Ease of Use
    3/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 13/08/2018

"Great tool overall but could be smoother."

Comments: Overall its a fantastic tool that does contain all the information and is updated regularly by the wonderful carina. It just be improved by improving the navigation with less steps, and perhaps organising as a decision tree where you work backwards. Ie. US Chest Wall - then find the clinics that offer it.

Pros: Thorough and regularly updated. Carina is fantastic with her speedy replies.

Cons: Bit too clunky, could be smoother to use.

  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 13/08/2018
Maree B.
Acting Team Leader
Government Administration, 501-1,000 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 16/04/2020

"Highly recommend Livepro"

Comments: Livepro has been a breath of fresh air to our organisation. By implementing Livepro we have seen a large increase in first call resolution, reduced training timeframes for customer service staff and the overall knowledge that our team has access to has been invaluable. With one source of truth, It’s quick and easy to use and effortless to update knowledge. The staff are all friendly and the support has been amazing.

Pros: The announcement function has been invaluable with getting information out quickly and accurately to all staff. With excellent reporting capabilities and search tools all information is easily accessible and has been instrumental in us being able to see what further information is required to be added.

Cons: Would love for it to have a dictionary when you spell words incorrectly

Vendor Response

by livepro Knowledge Management on 23/04/2020

Thank you Maree for a wonderful review!

  • Reviewer Source 
  • Reviewed on 16/04/2020
Courtney Z.
Knowledge Manager
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 22/06/2018

"livepro in an excellent KMS that fits comfortably into our contact centre environment. "

Comments: livepro has deliverable a number of operational benefits in the contact centres it has been implemented, notably a reduction of AHT and QA improvement. livepro can also we attributed with a reduction in training time and an increase in employee satisfaction.

Pros: livepro has been designed with the user in mind, CSRs in the contact centre space can locate the information they require quickly and efficiently making livepro a central feature in the delivery of a quality customer experience.
The article types and styling offers the perfect blend of ready to use with total customisation and authors can easily curate and publish content especially when quick updates are required.
Also, the announcement feature is excellent - its done wonders in eliminating email fatigue.

Cons: I would love to see more filtering options for administrators who have access to view multiple accounts/ categories.

  • Reviewer Source 
  • Reviewed on 22/06/2018