TrustRadius Insights
Livepro has proven to be a valuable tool for various businesses and teams in different industries. One of its key use cases is the ability …
Overview
What is livepro?
livepro headquartered in North Sydney aims to help users provide improved customer service quality and delivery through their simple knowledge management system.
Recent Reviews
Pricing
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What is livepro?
livepro headquartered in North Sydney aims to help users provide improved customer service quality and delivery through their simple knowledge management system.
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.livepro.com/knowledge…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Alternatives Pricing
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What is Verint Knowledge Management?
Verint Knowledge Management aim to help agents find and share the information needed to answer both customer inquiries and questions they may have themselves. The solution helps ensure the answers agents access are consistent, up to date, and easily accessible.
What is Freshdesk?
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user…
Product Demos
Livepro Softech Demo
YouTube
LivePRO Demo
YouTube
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
What is livepro?
livepro provides a range of Knowledge Management Solutions
from start up Knowledge Base Software to Premium Multi-channel Knowledge Management Systems for corporate and government enterprises. Adapated to the workforce and integratable with exisiting systems, including
Zendesk, NICE, Genesys PureCloud, Salesforce, Slack, and WordPress.
livepro software is designed to be accessed by the contact centre, customer self-service, HR, employee training-inductions and just about every department within an organisation.
The vendor boasts happy clients across the globe with case studies demonstrating why they believe they have the best Knowledge
Management System globally.
Benefits, according to the vendor:
· Increase Customer Satisfaction
Shorter wait times, less transfers and staff who can confidently answer even the trickiest questions.
· Improve Staff Engagement & Retention
Less stress on the job makes for happier, more engaged staff.
· Improve Compliance & Risk
Top-tier process guidance & decision-making tools.
· Analytics and Insights
livepro’s customisable analytics and reporting provides a detailed understanding of how customers and staff access an organisations knowledge base.
livepro Features
- Supported: Smart Search & Rocket Search
- Supported: Decision Trees & Process Mapping
- Supported: Annoucements
- Supported: Process Guide
- Supported: Reporting & Analytics
- Supported: User Quizes
- Supported: CX & SaaS Integrations
- Supported: Author and user control
livepro Screenshots
livepro Integrations
- Zendesk Suite
- Slack
- WordPress
- Genesys Cloud (formerly PureCloud)
- NICE
livepro Competitors
- Bloomfire
- Zendesk Suite
- Panviva
- GetGuru
- knosys
- Unymira
- Salesforce
livepro Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Mobile Web |
| Supported Countries | Australia, United States, UK, North America, Asia & Europe |
livepro Downloadables
livepro Customer Size Distribution
| Consumers | 0% |
|---|---|
| Small Businesses (1-50 employees) | 10% |
| Mid-Size Companies (51-500 employees) | 70% |
| Enterprises (more than 500 employees) | 20% |
Comparisons
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
Livepro has proven to be a valuable tool for various businesses and teams in different industries. One of its key use cases is the ability to centralize knowledge and processes, ensuring that important information is stored in one place and easily accessible to everyone who needs it. This has been particularly helpful for organizations with complex stakeholder groups and multiple services, as it allows team members to quickly navigate policies, legislation, and procedures. Users have praised the software's ease of editing, which enables quick updates to policies and procedures while notifying staff in real time.
Another significant use case of Livepro is its role in improving customer service and interaction. Customer service teams have found the platform invaluable in accessing and sharing content efficiently, leading to seamless customer interactions and improved response times. The software has also enhanced cross-skilling among agents, providing consistent advice and reducing stress levels. By serving as a central repository for all process information, Livepro ensures content consistency, simplifies the management of answers, and delivers timely communications about process changes. Additionally, Livepro's reporting insights have enabled deep data analysis for quality coaching and improvement conversations.
Overall, Livepro addresses the challenge of having multiple sources of truth and rapidly changing information by offering a single location for easily searchable knowledge. It has proven to be a powerful solution for streamlining workflows, reducing training time and cost, improving speed to competency, increasing first call resolution rates, and enhancing overall customer satisfaction.
Ease of Use: Users have consistently praised LivePro for its intuitive interface and user-friendly design, with many stating that they found it easy to navigate and quickly locate the information they needed. Several reviewers mentioned that the platform required minimal training for front-end staff to get started, which positively impacted their overall experience.
Versatility: Many users appreciated the versatility of LivePro, emphasizing its ability to cater to both entry-level and advanced users. They highlighted how premade templates were available for immediate knowledge creation, while skilled developers had enough features for customization. This flexibility allowed users to create a platform that fit their specific needs and requirements.
Customer Support: The customer support team at LivePro received high praise from numerous reviewers who commended their responsiveness and willingness to assist with any inquiries. Users valued the helpful and supportive nature of the team in providing training and assistance throughout their experience with LivePro. The ongoing support provided by the LivePro staff was seen as a key aspect of the tool's success in meeting users' needs.
Cons:
- Limited WYSIWYG editor: Some users have found the WYSIWYG editor to be not very user-friendly and have suggested that it could be more like Microsoft Word. They feel that improvements in the editor's usability would greatly enhance their experience with livepro.
- Complex access management: Users have expressed dissatisfaction with the requirement of individual logins for external access, finding it challenging to manage and navigate. Streamlining the access process would make it easier for users to collaborate and access information within livepro.
- Inconsistent behavior across devices: Users have reported encountering unpredictable behavior when accessing livepro through different devices due to certain screen elements being keyed to screen size. This inconsistency hinders their workflow and suggests a need for better device compatibility and responsiveness from livepro's interface.
Users have made several recommendations based on their experience with livepro:
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Launch content quickly and optimize based on user needs. Users suggest getting started with livepro by launching content quickly and continuously optimizing it based on the needs of end-users. This approach ensures that the knowledge management system aligns with user requirements.
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Seek technical support during migration from a document management system. Users recommend seeking technical support when migrating from a document management system to livepro. This assistance helps ensure a smooth transition and minimizes potential challenges or disruptions during implementation.
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Have a trial and demonstration of livepro. Users highly recommend having a trial and demonstration of livepro before fully committing to it. This allows organizations to gain hands-on experience with the platform and evaluate its suitability for their specific needs. The trial period also provides an opportunity to assess if livepro meets expectations in terms of features, user-friendliness, and overall performance.
These recommendations emphasize the importance of an efficient implementation process, technical support during migration, and thorough evaluation before adopting livepro as a knowledge management solution.
Reviews
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March 23, 2021
livepro - makes knowledge easy
Score 10 out of 10
Vetted Review
Verified User
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.
- 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.
- 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.