livepro

"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.

"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.

"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 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.

"Made life for our call centre so much easier!"

Pros: The search features make it easy to find content and the option to have content available at different levels of authority make it convenient to host processes at a basic level (such as a Customer Service Officer) and for a senior level (such as a Team Leader), and ensure that the senior processes are not visible to the basic levels. Some of the tools, like the 'Rocket', are super user friendly for complex processes that have multiple outcomes with different end processes.

Cons: Some of the functionalities for an admin user can take a bit of time to get used to as it has some little quirks, however the team at Livepro are very helpful to assist with any issues you find and always welcome feedback for improvements!