About livepro

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.

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Supported Operating System(s):

Web browser (OS agnostic)

131 Reviews of livepro

Average User Ratings

Overall

4.79 / 5 stars

Ease-of-use

4.5

Value for money

5.0

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(106)

106

4 stars

(23)

23

3 stars

(2)

2

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 131 results

August 2018

Carita from Carita's Reiki in Drummoyne

Verified Reviewer

Company Size: 1,001-5,000 employees

Industry: Medical Practice

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

August 2018

Great software for call centres

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.

June 2019

Geoff from Blue Mountains City Council

Company Size: 501-1,000 employees

Industry: Government Relations

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

June 2019

A Great Step Forward

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.

August 2020

Sarah from Noosa Council

Company Size: 201-500 employees

Industry: Government Administration

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2020

A Fantastic tool for a Customer Service Centre!

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

August 2018

Lucy from I-MED Radiology

Company Size: 1,001-5,000 employees

Industry: Medical Practice

Time Used: Less than 2 years

Review Source


Ease-of-use

3.0

Customer support

5.0

Functionality

4.0

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.

June 2020

Ashleigh from PetSure Australia Pty Ltd

Company Size: 51-200 employees

Industry: Insurance

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

June 2020

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!