livepro Software

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

Livepro review

Livepro has helped me with a wide range of customer inquiries ranging from dealing with different types of callers to answering the most unique, difficult and unusual questions. It has helped make my job easier knowing I've got a powerful piece of knowledge that's there to ensure that I do my job to the pest of my ability. Overall, Livepro is an amazing source of information and I'd definitely recommend it to other people. Keep up the great work Livepro.! :)

Pros

Livepro is an amazing source of knowledge that helps me (CSR) with the process of answering customer inquiries. From the beginning of my role, I was introduced to Livepro an straight away I was relieved to know that there is such a helpful tool that will be a click away for whenever I need any help or reassurance about all different kinds of questions. What I love most about Livepro is the ability to use the search function and the use of key words to locate a wide range of helpful articles, and most of all, Livepro is very convenient.

Cons

Apart from all great things I could say about Livepro, there's still some minor flows that could be improved in Livepro to better the use/experience even more. These flows includes things like, key words, article titles, updates and link navigation. What I mean from this is, sometimes CSRs would search up a specific key word to try and locate a specific article but if the title of that article does not match the key word then it makes it i bit harder and takes a bit linger to find what you're looking for (specially for new CSRs). Updates to some articles are a bit slow and sometimes clicking a link (likes shared outside of Livepro) does not always take you to the link URL, most the times it takes you to Livepro homepage, so this might be worth having a look at.

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.

Straightforward, Flexible and Progressive Software

Pros

Livepro was the perfect choice for us because it allowed us to link to our existing data stores, website information etc and also capture and make easily available the bespoke information at exists for each of our 200+ locations. This suits our philosophy not to store the same information more than once and helps to ensure Livepro is always current. The feedback system for users also supports this bringing errors or omissions to the administrators attention. Other features such as announcements to ensure staff are made aware of new update and the various ways information can be displayed or indexed means you can tailor the display to suit the users or teh style of content. The support and progress of the software from the team at Livepro has been fantastic. They listen to there customers and this is often reflected back in the software.

Cons

Really had no notable issues to this point. We continue to develop the way we use Livepro and are far from exhausting its features at this stage.

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.

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

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.

Delivers on all promises. Easy to use, quick answers, never goes down, is my most important system

First time resolution improvement Reduced handling time by 30% Training and induction time reduction from 6 was to 1 week Faster time to productivity for new customer support staff Back office processing and compliance areas significantly reduced handling times and accuracy by have step by step guidance to complete tasks. Audits were much easier to pass

Pros

The system seamlessly combines functionality to ensure I am informed, can find knowledge quickly and service my customers with absolute confidence. Announcements, guidance, reporting, work instructions, training. Livepro has actually been better than we expected before implementation. It's rare to have a system that overachieves expectations.

Cons

Honestly it is hard to say. Maybe when the buttons with words changed to icons it took a couple of days to get used to it.

Industry leading knowledge management system

A user friendly system that allows all customer service agents to access a single point of truth easily and in a format that helps them answer the call clearly and accurately. The benefits of this is getting someone a clear and correct answer with no impact to the customer service interaction.

Pros

LivePro always put the user and customer at the centre of their business. This means new enhancements are always exciting as you see them constantly improving the system. They are always open to feedback and when you raise a good suggestion you see it almost immediately in their roadmap for development.

Cons

I would like to see some more reporting outputs. We can currently pull the data we want and analyse it , but it would be great if more pre canned report.

Simple to use for the end user and author.

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.

livepro Knowledge Management software is perfect for OMNI Channel Customer service delivery support

Pros

livepro supports customer service consultants and customers in their moment of need, by easy to access and find information, no matter what level of competency the user is at. Additionally it has great tools such as Compass that can help customer service agents or customers resolve customer service needs through following simple logic paths. The ability to utilise API's for online support, and ChatBot support means that it is a contemporary solution, that will allow a staged KM deployment starting with full service support across Customer Service Agents and moving to Online, Mobile and Chatbot.

Cons

Not many issues with the software, particularly as recent releases have improved the ability to support audit through workflow tools.

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

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.

The only knowledge management platform worth looking at

Massive productivity gains and improved quality

Pros

This platform delivers answers, not knowledge articles. Easy to use, heaps of features like quizzes, announcements, decision trees and more. The WISIWIG editor takes no time to learn and within minutes you have up to date answers that have built in timers to notify you when to review them. Agent feedback that kicks off workflows so you know what you need to tweak or add. Outstanding platform.

Cons

Tagging knowledge can sometimes be a little annoying and an auto-categorisation and suggested tags feature would be handy

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.

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

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.

Excellent cloud-based application that makes our lives easier

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.

Livepro? More like Lifesaver!

Vast improvements in productivity and improved quality ratings

Pros

Livepro has made sharing knowledge across our organisation super easy!
As we are not all located in one city, Livepro enables us to provide up-to-date and consistent information to our members, no matter what office they visit or call.

Cons

Some minor limitations for administrators, but no issues for end users.
I feel this outweighs the administrator limitations as end user experience is key.

The team at livepro are very approachable and responsive to feedback and ideas.

Pros

The site is very easy to use! It does not take long at all to learn how to search and use the features in it. I also found it very easy to learn how to create new content.

Cons

As they are a small team, any ideas for changes to the site can take a long time to happen. The team will always listen to feedback, but seeing the change happen may take a while. Note that any technical issues are always addressed quickly.

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

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.