livepro Software


 

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.

 

livepro - Feedback
 
  • livepro - Feedback
    Feedback
  • livepro - Reporting
    Reporting
  • livepro - Fast answer
    Fast answer
  • livepro - Important announcement
    Important announcement
  • livepro - Quiz
    Quiz
  • livepro - Custom homepage
    Custom homepage
Supported Operating System(s):
Web browser (OS agnostic)

32 Reviews of livepro

 

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Software Advice Reviews (8)
More Reviews (24)

Showing 1-8 of 8

Chantal from Maxxia
Specialty: Other
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

June 2018

June 2018

Great Program

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Easy to use, I enjoy that it's updated nearly daily, feedback is values also, just overall great program

Cons

some minor technical issues, and sometimes notifications are missing or cannot open, besides this no worries

Review Source
 
 

Danielle from Maxxia
Specialty: Telecommunications
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

Essential in my daily role as a coach

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

I love the ease of navigation and the simple elements. The information is quality and effective. I use this system daily as part of my role to coach and develop agents.

Cons

There is nothing I do not like about this product.

Review Source
 
 

Kerry from Maxxia
Specialty: Other services
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

Livepro review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Brilliant easy to use online system to house all the information our staff need to do their job! Announcements are great to get urgent information communicated out and cuts down on 100's of emails.

Pros

Quick, simple and easy to use and features are great! One stop shop for all the information our staff need!

Cons

Nothing think it's a great easy system to use. No problems with using it and it adapts to our needs.

Review Source
 
 

Michael from Datacom
Specialty: Healthcare / Medicine
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

Everyday Usage of LivePro

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

LivePro is simple to use; navigation is made easy through effective search term parsing, multiple topic 'hubs', and the ability to favourite vital articles for later use.

Cons

The LivePro environment doe snot seem to support opening articles as new browser tabs, instead having an inbuilt function to open articles in new windows.

Review Source
 
 

Marcelo from Reo Group
Specialty: Consulting
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

LivePro has really lifted our ability and efficiency in accessing the right information easily.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Would highly recommend Livepro not only for their great software but also the customer service and support that really makes them a pleasure to deal with.

Pros

Livepro is not only very easy to use but also very easy to maintain and change as our business changes. It is our single source of truth eliminating outdated information that in the passed may still have been referenced.

Cons

Our CRM does not integrate with Livepro but that may be a limitation of our CRM rather than a Live Pro issue.

Review Source
 
 

Malcolm from Asian Insight Solutions
Specialty: Consulting
Number of employees: 2-10 employees Employees number: 2-10 employees

June 2018

June 2018

LivePro nails the knowledge management space

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Purchasing LivePro has been a real success for our business

Pros

LivePro software is easy to implement, populate, use and manage. We love the feedback and quizzes which ensure that our staff are engaged and helps us target areas for further training or areas where our procedures and processes need updating

Cons

We would like to be able to use more of the software on our mobile devices, especially for field representatives and mobile staff.

Review Source
 
 

Tab from Datacom
Specialty: Telecommunications
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

June 2018

June 2018

A great flow to a knowledge management system.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

livepro is certainly a fantastic system, that works extremely well from a user perspective.

Pros

livepro flows incredibly well. It has a very efficient and refined design that allows for ease of use for employees.

Cons

livepro can be finicky to edit, and leaves a lot to be desired with bugs and systems that may not always work as intended. However, I realise it is an unrealistic expectation to expect a flawless system.

Review Source
 
 

Jason from NSC
Specialty: Public Sector
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

Pretty Good

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

The ease of use to find items and communicate announcements to the team is great it cuts down emails and ensures it targets people quickly.

Cons

The administration limitation on templates seems silly, as the owner of our system we should be able to create and add our own template without needing special permission.

Review Source
 
 
 
Showing 1-20 of 24

Igor from Independent Contractor

July 2018

July 2018

Excellent cloud-based application that makes our lives easier

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

All information I need to find is easily accessible. With a couple of keywords on the search I can find everything I'm looking for.

Pros

It's really easy to use, very intuitive, with excellent search tools and reports.
And every time I had any difficulties, their support team was very helpful.

Cons

There are some features that I think it would be nice to have, but with the constant upgrades and enhancements they make I'm sure it won't take too long to get all the improvements I wish for.

Review Source: Capterra
 


July 2018

July 2018

Livepro is very user friendly and intuitive ; a great team to work with.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
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Quality
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Pros

Cuts down massively on training
Great templates make it easy to standardise answers so that agents can respond to clients at conversational speed

Cons

Some of the icons could use some updating but I believe this is addressed in the next release. It would be good to be able to customise the Icon colours

Review Source: Capterra
 

Dempeh Danladi from Eskimo Sales Solutions
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

It has been amazing and so easy to use. In a few clicks I have all the information am after.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Support

Less/no hold time, all information to the courses in a few clicks.

Pros

It is easy to navigate, it has great functionality around Quiz and updates.
As a Live Pro new user,to say the least Live Pro has made access to more information easier. Few Clicks and I have got the key informations for the prospective students inquiring to study with us (William Angliss Institute). The new updates has made the interface beautiful. Live pro feedback function allows for easy communication with the admin. Live Pro is simply amazing.

Cons

The fact that the updates tend to disappear after reading. It also takes a while to build in contents.

Review Source: Capterra
 

Alexandar from Noosa Shire Council

June 2018

June 2018

I use this on a daily basis and it is essential for my work in customer service at Noosa Council.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
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Quality
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Support
Pros

Speed and ease of use for information retrieval. I also like how customizable the layout is to get a community feel in the workplace.

Cons

Keywords need to be manually entered and are not automatic which seems strange in the age of google.

Review Source: Capterra
 


June 2018

June 2018

We have just implemented LivePro for our Contact Centre and it is amazing! So easy to follow!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy to search, user friendly, interactive, feedback component is great and means we can have everything up to date and be the single source of truth!

Cons

When creating content it can sometimes be a little bit slow but a minor piece of feedback given all of the other benefits!

Review Source: Capterra
 

Anthony from Datacom

June 2018

June 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Quality
Value for Money
Value
Support

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

Review Source: Capterra
 

Greg from Customer Contact Innovation

June 2018

June 2018

Very intuitive. It was up and running quickly with a high level of usage easily established.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Very easy to create and find content quickly. There are a number of features that support gathering knowledge from the heads of subject matter experts and empowering the wider team with that detail and other necessary information in a controlled and manageable single source of truth.

Cons

It would be useful to have more granular control over the distribution, access and responsibility of action regarding document feedback.

Review Source: Capterra
 

George from Maxxia
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

June 2018

June 2018

Great tool making life easier for our staff!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Easy to use.

Pros

It is easy to use and visually appealing. Provides the freedom to change the design to suit our needs.

Cons

I can honestly say I have not had any negative feedback from our staff. They love it! I have used many similar products in the past and this is by far the best.

Review Source: Capterra
 

Nicholas from Mcmillan Shakespeare Group

June 2018

June 2018

LivePro is amazing! Love how it is so easy to read and find topics that I am looking for

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Product Quality
Quality
Value for Money
Value
Support
Pros

I like the software because it is so efficient, user friendly and like a electronic dictionary to find what I am looking for! Also keeping up to date with what is happening around our work place. Really happy of LivePro.

Cons

Some topics are missing but we can provide general feedback and usually gets answered quickly.
What I would say could be improved is a pop up or notification once our feedback has been answered and if it has been implemented into LivePro.

Review Source: Capterra
 


June 2018

June 2018

Transformation

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Jasmine from Datacom

June 2018

June 2018

Useful to assist customers when needed.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Quality
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Support

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.

Review Source: Capterra
 

Julie from Datacom Connect
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

was very clunky at start of contract

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

software grew with our needs in the business

Pros

like that our feedback is being well received and you are taking on board the additional search options we asked for

Cons

when procedures change title makes it difficult for us to find them especially when you state various live pro systems have been updated but not which ones

Review Source: Capterra
 

Julie from Elite Business Services GC

June 2018

June 2018

Training is most helpful. The implementation and training staff were very knowledgeable.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
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Support

Improved customer knowledge interaction for our staff. Better reaction time for the staff.

Pros

The Livepro system is working well within the business we set the system up in. The training and support were fantastic.

Cons

The business we set up haven't found any issues as yet. We have no problems with training or initial use.

Review Source: Capterra
 


June 2018

June 2018

Simple to use for the end user and author.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I am passionate about staff having the tools to do their job and I feel that one of the most powerful tools in a customer facing environment is accurate and up to date resources. Customers want the answer now, but it has to be the right answer and Livepro is ideal in allowing this this due to its living document nature.
Great for sending out announcements to staff.
Handy for quick, neat creation of documentation.
Encourages a collaborative approach to knowledge management.

Cons

No real cons, every software has "wants" I guess, but pretty happy at present. Would be good to be able to get visibility of links in to a document.

Review Source: Capterra
 


June 2018

June 2018

livepro are a business partner and supplier.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Pros

Super easy to use and absolutely effective in the contact centre environment. highly recommend this product.

Cons

I helped to select this product our business and manage and govern the partnership arrangement we have. I'm not a user of the product per se so have no comment here.

Review Source: Capterra
 

Courtney from Datacom

June 2018

June 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Kristel from Datacom

June 2018

June 2018

My favorite KMS so far.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
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Support

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.

Review Source: Capterra
 

Dhammika from Datacom
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

June 2018

June 2018

livepro has allowed me to create and share extensive knowledge and achieve great performance.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
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Quality
Value for Money
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Support

Increased efficiency, higher quality, higher staff satisfaction and engagement.

Pros

The accessibility, user-friendliness and intuitive design make livepro one of the most easy to use cloud systems available.

The edit interface uses a straight-forward WYSIWG editor which allows anybody to easily and quickly create knowledge articles. livepro also allows the creation of templates to keep all knowledge articles consistent and easy for staff to understand and use.

Cons

As an administrator, I am unable to filter feedback items lodged by staff into the different categories they were provided from.

Review Source: Capterra
 

Jen from Noosa Council
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

All our information at our fingertips

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
Product Quality
Quality
Value for Money
Value
Support

Helps greatly with solving customer queries hence good customer service.

Pros

I really enjoy the ease of use of the system and it is very quick in displaying results. The formatting is also great ensuring it is easy to read the information.

Cons

As I assist with administration, I am involved in processing feedback from users. I was disappointed to see a change last year whereby once the feedback item was opened & allocated I was unable to see it in the list again unless I navigated to the relevant information page.

Review Source: Capterra
 

Debbie from Noosa Council
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

Livepro has streamlined our ability to search for information.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
Product Quality
Quality
Value for Money
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Support

Ease of use for operators, we are able to help our customers more efficiently with up to date information.

Pros

We are able to assist our customers more efficiently! Updated information is passed through our team quickly.

Cons

No cons as far as I'm concerned. I have not found any problems or issues with ease of the system at all.

Review Source: Capterra