Buy it. You won't regret it.
March 03, 2021
Buy it. You won't regret it.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with livepro
livepro was introduced into our organization for use in the customer service department. It was purchased and implemented to create one source of truth and improve our right first time responses to our customers. livepro is used to collate and store all of our standard operating procedures, general team emails, and any other helpful information that was once stored in an officer's head or on a piece of paper somewhere in the office. Our customer service department is separated across two locations, so this system allows us to all access the same information and provide concise and consistent responses.
- 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.
- 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.
SharePoint did not have the functionality that livepro does. We attempted to create a knowledge hub in SharePoint but were left disappointed.
Do you think livepro delivers good value for the price?
Yes
Are you happy with livepro's feature set?
Yes
Did livepro live up to sales and marketing promises?
Yes
Did implementation of livepro go as expected?
Yes
Would you buy livepro again?
Yes