What Is livepro?

livepro is the premium knowledge management solution trusted globally by contact centers. Designed with agents in mind, livepro delivers quick and easy answers – not long confusing documents. Feature-rich yet easy to use, livepro is the single source of truth that seamlessly integrates into your existing contact center toolkit. Reduce onboarding, AHT and improve compliance and customer satisfaction with the only knowledge management system that has COPC Inc. approved technology provider status.

Who Uses livepro?

Premium Knowledge Management trusted globally by contact centers in every industry. livepro is the single source of truth that seamlessly integrates into your existing CX toolkit.

livepro video livepro Software - livepro's one of a kind decision making tool, the Rocket. Agents are instant experts thanks to this intuitive feature. Simply ask and answer questions, and subsequent follow up questions appear customised to the customers particular situation. livepro Software - livepro Announcements are timed to ensure they only display when urgent information is relevant. Say goodbye to clogged email inboxes and information you no longer need thanks to Announcements with desktop and mobile push notification capability. livepro Software - Smart Search - livepro's search brings up only relevant results, with auto-complete, did you mean suggestions and search scores to help determine relevancy, livepro's Smart Search has you sorted. livepro Software - Work Instructions, livepro's step-by-step process guidance tool. New agents can go through one step at a time, ensuring compliance, accuracy and consistency - or if a more tenured agent needs to get to a particular step, the drop down function allows this livepro Software - Document Notes - livepro's standard knowledge article. Create quick knowledge in moments thanks to customisable and on-brand templates with easy to identify iconography.

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Reviews of livepro

Average score

Overall
4.8
Ease of Use
4.7
Customer Service
4.9
Features
4.6
Value for Money
4.8

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
81%
4
17%
3
2%
Natascha
Natascha
Service Center Consultant in Australia
Verified LinkedIn User
Financial Services Software, 201-500 Employees
Used the Software for: 2+ years
Reviewer Source

Livepro makes it easy to create and manage knowledge content

5.0 4 months ago

Comments: Any time that I have spoken with someone from Livepro, I know that I am in great hands. The team are super approachable and are always happy to help me troubleshoot what ever problem I have had. [SENSITIVE CONTENT] and the team also listen to our experiences as users and are always looking for ways that they can help us uplift our knowledge practices. They do this through their regular workshops as well as taking on our feedback and bringing in new features.

Pros:

I've been using LivePro for about 18 months as a knowledge author and 3 1/2 years as a user before that. It's more than just a knowledge management tool that delivers articles to users. It's a tool that we use across many areas of the business that enables our users to access knowledge easily and in ways that suits them. Many of our users are phone based and it's important that they can access the answers and knowledge they need without much fuss, and LivePro does just that. My favourite type of content to create in LivePro are the Rockets. They are an amazing tool that enable my users to make decisions quickly and efficiently. My users also love them because they can easily work through them to get the answer that they need without having to navigate large amounts of text. Using rockets we have been able to reduce the our risk of incorrect processes being followed and member complaints.

Cons:

There is a little bit of a learning curve to the types of content that are more complex than a document note, but they are well worth exploring. The search results can get a little clunky if you don't regularly maintain your results to ensure that they stay effective.

Jason
Knowledge Specialist in Australia
Telecommunications, 1,001-5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Elevating the Customer Experience Journey for Knowledge Content

5.0 2 years ago

Comments: Using livepro enables us to provide a single source of truth for multiple stakeholders - from internal business units and departments to external clients. The ability to easily customise the platform to suit the client's needs and desires makes the role of Knowledge Management such a joy to be involved with. The response from the end-user is always positive and they actively want to use the platform because they love the experience and journey that is provided to ensure that they can follow the process from start to finish in a simple, yet effective way.

Pros:

I was introduced to livepro when I joined my current place of work approximately a year ago and since then have fallen in love with the platform. Livepro provides the means to have a single source of truth available to all employees but in a fun and engaging way. The following shows the key reasons why livepro is the best KMS platform on the market at the moment: 1. Easy to use: The platform is very intuitive and is a great tool that can be learned very quickly at the drop of a hat. 2. Customer Experience: The platform provides an amazing sense of engagement that helps draw employees to use the KMS rather than having a "wall of text" article to read. The customisations that are available within the platform provide the ability to get people to actively 'want' to use the KMS and help them locate the right information as quickly as possible - the first time they search for it. 3. Integrations: livepro is continually developing api integrations with many other platforms and CRMs which makes the ability to use livepro with existing resources a business or client already has in place such a huge benefit. This is critical to being able to promote livepro as part of our greater service offering.

Cons:

Some things that could be added or improved are: Reporting: The reporting functions are being improved, but having the ability to pull data reports on user selections from a Rocket Tool will be a huge boon to call reviews for quality metrics measuring, and the use of the KMS by the end-user; Checklists: The ability to add a checklist selection within an article or rocket tool for an end-user to confirm completion of a process or task would also be valuable resource; JavaScript support: This function is currently disabled for security, but the ability to incorporate jsqueries would be amazing.

Lucy
medical receptionist in Australia
Medical Practice, 1,001-5,000 Employees
Used the Software for: 1+ year
Reviewer Source
Source: SoftwareAdvice

Great tool overall but could be smoother.

3.0 4 years ago

Comments: 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.

Geoff
Acting Customer Service Team Leader in Australia
Government Relations, 501-1,000 Employees
Used the Software for: 1-5 months
Reviewer Source

A Great Step Forward

4.0 3 years ago

Comments: 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.

Carita
Carita
Reiki Master Teacher & Crystal Therapist in Australia
Verified LinkedIn User
Medical Practice, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Great software for call centres

5.0 4 years ago

Comments: 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.