livepro - makes knowledge easy
Use Cases and Deployment Scope
We use livepro primarily for our Contact Centres across SA and WA. Previously our knowledge was stored on SharePoint as Word and PDF documents which made it difficult for staff to find the answers they needed quickly and efficiently to assist our clients. We now use livepro as our one-stop shop for all knowledge for the Contact Centre including processes, information and announcements.
Pros
- Easy to navigate. Anyone can jump onto the system with minimal training, it is user friendly and intuitive.
- Supportive team. The livepro team are 100% responsive and supportive to all feedback, suggestions and requests. You can tell they are focused on their users and their customer experience is fantastic.
- WYSIWYG editor. The editing function when authoring content is very easy to use. You can follow the basic "what you see is what you get" editor, or you can delve into the source code if you want to get savvy with your technical skills.
- livepro integrates with a number of other platforms to enhance the user experience. For example, Genesys Cloud.
Cons
- 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.
Likelihood to Recommend
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.
