livepro is a cloud-based customer service management solution that provides professionals working in customer service businesses access to direct answers to customer queries. Key features include navigation and search capabilities, compass and process guidance and team engagement.

livepro's navigation and search capabilities help users manage their first call resolution (FCR) and average handling time (AHT). The solution offers a quiz feature that helps managers engage with their team members via knowledge-based tests. Top-down and 360-degree feedback are supported by the solution.

Users can publish knowledge in multiple locations for different audiences whose access permissions are defined by livepro's permission management system.

Additionally, livepro offers features like a publication scheduler, knowledge review and custom reports and analytics. Services are offered on a monthly subscription basis that includes support via phone and email during business hours and through live chat.



86 Reviews of livepro

Overall rating

4.73 / 5 stars

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Showing 1 - 20 of 86 reviews

January 2019

Kellie from Townsville City Council

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

January 2019

Livepro Review

Allen from Livepro is great to deal with and very helpful. This system has made a big difference to our team. Its a lot easier to store and search for information now.

Pros

Easy to use. Good options for displaying information. I like the work instructions and quizes.

Cons

It can be a bit fiddly to format, particularly the accordian boxes.
It can also be quite manually intensive and time consuming to change categories and templates. If you change a template you have to manually update it in every single item. It you change the categories you have to then manually re-categorise every single item.

December 2018

Jeannette from 4D Marketing Pty Ltd

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

It makes everyone an "Instant Expert" of your business.

Amazing !

Pros

Can start using immediately, easy to use, fast implementation
Requires very little training (if any)
It makes anyone an instant expert on your business
The correct information is delivered immediately without having to search through copious documents -
Like having the "right answer delivered to you on a platter"
Great for team morale and it makes it easier for internal teams to deliver the best customer experience.
You never have to worry about non-compliance ever again
It provides great reporting - making those weekly or monthly reports easy to create and more importantly allowing you to make decision fast.

Cons

Wish more businesses used it - it will make life easier for internal teams that rely on having the latest and most accurate information to make critical decisions fast.

December 2018

Paul from Department of Mines Industry Regulation and Safety

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Review of Livepro

Overall I find LivePro to be a good reliable and professional product with a great support team. We will be continuing to use and grow what we do with Livepro, with cross team training and offsite locations planned for 2019. I am keen to see the next wave of ongoing improvements, (bring on compass 2.0) and dream that one day it will have the ability be linked into a centralised CRM so we can link knowledge, phone numbers, and client tracking.

Pros

The biggest positive regarding Live pro is the support you receive from the team. I have used other systems in the past and non have come with the level of support or been as responsive in improving the product based on client needs.
As a product it is good. It does what is meant to, is consistent and reliable. All the things you ask for at the price range the product is at.

Cons

I struggled in the early days to build the structure that we would use. This led to considerable lost time and reviewing of pages based on greater understanding of the more advances features. More help earlier on getting some page structures built would have been good.
Occasionally the structure will fail to automatically allocate space correctly and you are required to set the percentages of a page to each section of a designated box area. Its fixable but frustrating

The fact that it doesn't link easily into other systems. Occassionally the structures will

December 2018

Jill from Holmesglen Institute

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Holmesglen Institute

The Connect Team provide information regarding all Holmesglen's course offering. We need a program that is flexible and can be edited easily as the information changes rapidly. LivePro provides that flexibility. The feedback button is handy when customers highlight information blackspots. We are very happy with the program

Pros

Easy to use. Can be customised easily to suit industry.

Cons

Knowing what it can do and how to do it. Mainly in formatting and easy shortcuts.

December 2018

Sabih from Self-employed

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

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.

December 2018

Carolyn from Avant Mutual Group

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Perfect choice for quick and easy set up in Contact Centre

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.

December 2018

Jacqui from Hornsby Shire Council

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Livepro ... A Real Timesaver

Overall, a great product that greatly improves the consistency of information being given to customers and productivity overall.

Pros

Ensures consistency in the delivery of information. Little training required and user friendly. Excellent searching capability. Real time announcements.

Cons

Formatting features could be improved i.e. pasting of pictures directly into document and paragraph spacing. The ability to delete announcements and documents when no longer required.

December 2018

Monica from Department of Communities

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Housing Direct

Overall, Livepro is the single most important tool that allows us to ensure we are maintaining a high standard of service for our customers; being consistent in the information we provide; and aligning with the requirements, legislation & policies of our organisation. Having Livepro has given our contact centre the ability to take on board new projects & business in a short space of time; knowing that our staff will always have up to date knowledge & information at their fingertips; enabling us to have confidence in the outcomes we are achieving. I can't speak highly enough about this software solution.

Pros

There are many things I like about this software, particularly its ease of use. Everything is set up in a way that is logical and simple to understand. I also like the stability of the software. Over the 9 years we have been using this tool; we have never had any major outages.

Cons

Setting up scopes and roles can at times be a little difficult; however Livepro are in the process of updating this function to allow set up of roles and scopes to be a bit more user friendly.

December 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

So easy to use & the support is unparalleled

Livepro has helped us move from a switchboard to fully functional contact centre. We've improved our FCR by 30% in 3 months.

Pros

The support provided to each company is fantastic; the team know your content and help you make it even better. The software is so easy to use and update - better than so many other KM programs.

Cons

I have no issues with this software and like all the features.

December 2018

Lee from Camden Council

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Keeping it all consistant with Livepro

Great company to deal with great product that ticks all the boxes, we now have one source of truth for our operators, we have a great tool to check on knowledge gaps and its all been so user friendly we keep asking why we didn't get it sooner. We haven't growing this product yet so we are excited to see what else we can do but going live to our web is on the list!

Pros

In a busy Council with a Team working a range of hours, Livepro gives us the ability to ensure our staff are all reading from the same page when it comes to consistency, which gives us great confidence.
The feature we love is the ability to set up knowledge quizzes as its a quick and easy way to check for any gaps in the Teams training.

Cons

The fact that we took too long to get connected with such a great product

September 2018

Tyran from Giant

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

4 of 5

September 2018

A breeze to use

Pros

I'm a relatively new user of livepro but found the system to be easy to navigate and intuitive to use. The search function delivers results very quickly and the quizzes are an engaging and interactive way to complete training. The best part of livepro is definitely having access to the knowledge I need at my fingertips without too much scrolling or searching through documents.

Cons

It would be good if we got notifications when our feedback is updated or acknowledged.

September 2018

Sarah from Hamilton

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

Not just a document management system

Pros

Different knowledge types to suit different pieces of knowledge (e.g. work instruction/hubs/compass etc). Haven't ever seen something as powerful as a compass in any other KM system.
livepro Staff are also great - really help you along your journey and take customer feedback on board when improving the product.

Cons

Reporting is good and you can export the information, however it would be good to have more reporting options

September 2018

Luke from Customer Science

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2018

Great KMS platform

The livepro platform is built for knowledge management. It is well designed and makes getting to answers quickly and accurately. The livepro team are also passionate about knowledge management which adds up to a great solution.

Pros

The platform is deployed within days, is easy to use, and our client's are fully engaged when using the product. Most KMS's end up not being maintained and therefore not used. Because the livepro platform is easy to maintain, people in the organisation actually use it.
Also, livepro assist and educate on how to develop useful and accessible knowledge.

Cons

We have not had any issues voiced by out client's on using the livepro platform

August 2018

Jan from MIA Radiology

Company Size: 501-1,000 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

5 of 5

August 2018

ease of access

Such a great site and the ease of access to the locations/ availability and what Clinics can and cannot do!

Pros

I have found that -->Clinics can update when necessary of what is provided at their clinic and have kept Reception staff "up-to-date"

Cons

Some Clinics have forgotten to update their staff (when the need has been needed) -- if they leave MIA

August 2018

Frances from Dr Jones and Partners Medical Imaging Whyalla

Company Size: 11-50 employees

Review Source


Ease-of-use

4 of 5

Functionality

3 of 5

August 2018

Live pro is a fantastic tool to help me refer to examination prices and codes when i cant remember them.

Pros

It is up to date with the current changes and is available electronically which means less paper, yay for the environment!

Cons

Sometimes when I need a quick reference whilst on the phone to a patient the page will freeze or load very slowly.

August 2018

Sally from I-MED/Regional Imaging Southern Tasmania

Company Size: 51-200 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

5 of 5

August 2018

Livepro Review I-MED Southern Tasmania

Great to use, as the contact centre leader for Southern Tasmania, it was easy to get the information uploaded by our wonderful staff in Sydney. Lots of help provided

Pros

Relatively easy to search, to click through, to add extra information on, and to train others how to use. Very user friendly.

Cons

It times out sometimes, but easy to sort through. Otherwise, nothing else stands out as a con at all.

August 2018

Jessica from Dr Jones & Partners

Company Size: 5,001-10,000 employees

Review Source


Ease-of-use

4 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2018

Great tool to have while on a phones shift, also great for new staff.

Great tool to have, we've needed this for a while!

Pros

Easy to access & view information needed, great tool for training staff. This makes booking a lot easier.

Cons

Sometimes can be hard to search- but this is dependent on information added and what I am searching (usually abbreviations).
Very time consuming updating prices for metro/ country sites of DJP.

August 2018

Lucy from I-MED Radiology

Company Size: 1,001-5,000 employees

Review Source


Ease-of-use

3 of 5

Customer support

5 of 5

Functionality

4 of 5

August 2018

Great tool overall but could be smoother.

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.

August 2018

Emma from I-Med Radiology

Company Size: 5,001-10,000 employees

Review Source


Ease-of-use

5 of 5

Functionality

5 of 5

August 2018

Effective, and Reliable

Love the program

Pros

Ease of use, amount of information that can be included, additional features of more complicated information, delightful overlay

Cons

There really isn't anything I can say that's negative about the program. I really enjoy using the product.

August 2018

Katie from I-med radiology

Company Size: 5,001-10,000 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2018

Katie I-med

Livepro is great.

Pros

Probs to livepro is the all agents have the same access to the same information that is the most up to date.

Cons

on the editing side of Livepro sometimes its not straight forward and the scolling something cuts thing off