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Supported Operating System(s):
Web browser (OS agnostic)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)Average User Ratings
Overall
Ease-of-use
4.5
Value for money
5.0
Customer support
5.0
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
August 2018
Carita from Carita's Reiki in Drummoyne
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.
Reasons for Switching to livepro
It was very static and slow to find the answers and difficult to update.
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.
October 2020
Damien from Blue Mountains City Council
Company Size: 501-1,000 employees
Industry: Government Administration
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
October 2020
This is how you do it!
LivePro makes our job so easy to perform. All our information is there, ready to be accessed by those who need it, with ease and simplicity. With LivePro, you don't need to know the info, just how to find it, and it's as easy as a search.
Pros
It's super easy to find info, search just works. I love all the options to deliver info and it really helps to be able to quiz staff on items.
Cons
Sometimes formatting is a little wonky and it would be nice to be able to print items out (on the rare occasion we need to) and for them to look normal.
Reasons for Switching to livepro
SharePoint made everything a chore
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