livepro headquartered in North Sydney aims to help users provide improved customer service quality and delivery through their simple knowledge management system.
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Zoho Wiki
Score 8.0 out of 10
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Zoho Wiki is presented by the vendor as an easy to use knowledge management tool, caters to the particular needs of teams within the organization. With it users can effectively create and share knowledge.
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Pricing
livepro
Zoho Wiki
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
livepro
Zoho Wiki
Free Trial
Yes
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
Products and plans are priced per user and only when that user accesses knowledge in that monthly period.
The great thing about livepro is you can structure your content the way that suits your organisation. livepro are there to support you in deciding what may work best for your team, it is not a one size fits all solution. The system allows you to write complex processes in a simplified view so staff can easily navigate to the solution they need. The 'rocket' knowledge object allows your processes that have a lot of variation to be written up in a simple decision tree setup, taking your staff to the right outcome every time.
You can keep all of your organization information in one place without having to pay for it. You can make it your permanent knowledge base for training of your customers, without having to build another one on your website. However if you have multiple projects, then you need to either use the paid version or some other tool, as for the free version you are only provided with one free wiki.
Easy to use--livepro is used by our casuals (who have never used the system before) and also our more knowledgeable and experienced staff, all in the same capacity.
Positive and engaging training--before implementing livepro, we had on-the-ground training with the livepro team and they have provided us with ongoing support ever since.
Anything is possible--livepro encourages users to experiment and to create a system that is unique to their organization/department and to always think outside the box.
Feedback module. I'm scratching for things to record in cons here. The feedback module could be improved by having further display options - being able to preview feedback without clicking into it. However, livepro have taken this feedback on board and are already looking at ways to improve.
Admin/roles. The current way to set up the roles/permissions is clunky however this is not a space you need to use often. I'm looking forward to the new and improved version that is being worked on.
Even for business plan, they provide 1GB storage/ User which is very less in case if you need to attach files, this must be upgraded without increasing cost.
It is no-where mentioned that where their data centers are located, in some countries like India it is legal compliance that data should reside in country.
Confluence features were limited with the free version and our organization wasn't in a position to invest in a knowledge sharing platform, hence Zoho Wiki came in handy as it saved us on the extra cost which we could not initially afford. Also as we were already using other Zoho products which Atlassian was not offering, therefore Zoho Wiki was considered the best alternative.
livepro has improved our right first time response for our customer contact center. In the first six months of going live, our RFT response increased to the 60th percentile from 50 percent.
One source of truth--our customer service team is confident in the answers they are providing and that they can rely on the accuracy and quality of information.
Providing a superior level of customer service--as the team becomes more efficient in using the system, they are processing more calls and creating more meaningful outcomes for our customers. The teams percentage of missed (abandoned) calls has dropped from 4.26 percent to 3 percent since implementation of livepro.
