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.

"Elevating the Customer Experience Journey for Knowledge Content"

Comments: Using livepro enables us to provide a single source of truth for multiple stakeholders - from internal business units and departments to external clients. The ability to easily customise the platform to suit the client's needs and desires makes the role of Knowledge Management such a joy to be involved with. The response from the end-user is always positive and they actively want to use the platform because they love the experience and journey that is provided to ensure that they can follow the process from start to finish in a simple, yet effective way.

Pros: I was introduced to livepro when I joined my current place of work approximately a year ago and since then have fallen in love with the platform. Livepro provides the means to have a single source of truth available to all employees but in a fun and engaging way. The following shows the key reasons why livepro is the best KMS platform on the market at the moment: 1. Easy to use: The platform is very intuitive and is a great tool that can be learned very quickly at the drop of a hat. 2. Customer Experience: The platform provides an amazing sense of engagement that helps draw employees to use the KMS rather than having a "wall of text" article to read. The customisations that are available within the platform provide the ability to get people to actively 'want' to use the KMS and help them locate the right information as quickly as possible - the first time they search for it. 3. Integrations: livepro is continually developing api integrations with many other platforms and CRMs which makes the ability to use livepro with existing resources a business or client already has in place such a huge benefit. This is critical to being able to promote livepro as part of our greater service offering.

Cons: Some things that could be added or improved are: Reporting: The reporting functions are being improved, but having the ability to pull data reports on user selections from a Rocket Tool will be a huge boon to call reviews for quality metrics measuring, and the use of the KMS by the end-user; Checklists: The ability to add a checklist selection within an article or rocket tool for an end-user to confirm completion of a process or task would also be valuable resource; JavaScript support: This function is currently disabled for security, but the ability to incorporate jsqueries would be amazing.

"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.

"An engaging platform for all skill levels"

Pros: Customisation, Livepro allows you to customise with your own custom assets (Built in CSS and HTML) allowing the platform to evolve with your company, by creating unique, engaging experiences. The platform's customisation doesn't end with the look and feel of the site, it also allows integration with a growing number of services allowing us to reach users when, and how they need.

Cons: There are few things to dislike when using Livepro, however some future additions I would like to see are...
- Highlighted tracked changes added to the version history (with collaborators)
- Improved resources storage (files, images etc.) for uploading of screenshots
- Mobile app and larger mobile compatibility

"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.