livepro Erfahrungen

Livepro makes it easy to create and manage knowledge content

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Elevating the Customer Experience Journey for Knowledge Content

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

User friendly

Kommentare: The related information are not all link.

Vorteile:

able to search for the topic and all the topic are listed, most frequently used topic are listed on the first page.

Nachteile:

The information on the topic is not complete and not able to find all the information needed on the same page and it also doesn't link to the correct information and it take too much time to find the correct information.

A Great Step Forward

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Great software for call centres

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

One of the best CMS with a useful feedback feature

Vorteile:

I've used several knowledge management software within 9 years of my career in technical writing and knowledge management. Out of all of these, livepro is my favorite for a number of reasons: 1. Ease of use - It didn't take me a long time to learn how to use it as the functionalities are pretty straightforward. 2. Feedback - With the software that I tried in the past, the company either employs email or separate software to handle the users' feedback. With livepro, this functionality is already integrated into the software. This makes feedback management a lot easier to handle. 3. Reporting - The Reports section is quite useful as well. Data extraction is simple and there are different types of information that you may download, which makes data analysis and report creation a breeze.

Nachteile:

I think something that they can improve on, if possible, is to have the following 1. an option to upload a screenshot when submitting a feedback. 2. an option to add a tick box button to the articles 3. an option to generate reports on livepro users

livepro in an excellent KMS that fits comfortably into our contact centre environment.

Kommentare: livepro has deliverable a number of operational benefits in the contact centres it has been implemented, notably a reduction of AHT and QA improvement. livepro can also we attributed with a reduction in training time and an increase in employee satisfaction.

Vorteile:

livepro has been designed with the user in mind, CSRs in the contact centre space can locate the information they require quickly and efficiently making livepro a central feature in the delivery of a quality customer experience. The article types and styling offers the perfect blend of ready to use with total customisation and authors can easily curate and publish content especially when quick updates are required. Also, the announcement feature is excellent - its done wonders in eliminating email fatigue.

Nachteile:

I would love to see more filtering options for administrators who have access to view multiple accounts/ categories.

Industry leading knowledge management system

Kommentare: A user friendly system that allows all customer service agents to access a single point of truth easily and in a format that helps them answer the call clearly and accurately. The benefits of this is getting someone a clear and correct answer with no impact to the customer service interaction.

Vorteile:

LivePro always put the user and customer at the centre of their business. This means new enhancements are always exciting as you see them constantly improving the system. They are always open to feedback and when you raise a good suggestion you see it almost immediately in their roadmap for development.

Nachteile:

I would like to see some more reporting outputs. We can currently pull the data we want and analyse it , but it would be great if more pre canned report.

The only knowledge management platform worth looking at

Kommentare: Massive productivity gains and improved quality

Vorteile:

This platform delivers answers, not knowledge articles. Easy to use, heaps of features like quizzes, announcements, decision trees and more. The WISIWIG editor takes no time to learn and within minutes you have up to date answers that have built in timers to notify you when to review them. Agent feedback that kicks off workflows so you know what you need to tweak or add. Outstanding platform.

Nachteile:

Tagging knowledge can sometimes be a little annoying and an auto-categorisation and suggested tags feature would be handy

Excellent cloud-based application that makes our lives easier

Kommentare: All information I need to find is easily accessible. With a couple of keywords on the search I can find everything I'm looking for.

Vorteile:

It's really easy to use, very intuitive, with excellent search tools and reports. And every time I had any difficulties, their support team was very helpful.

Nachteile:

There are some features that I think it would be nice to have, but with the constant upgrades and enhancements they make I'm sure it won't take too long to get all the improvements I wish for.

Review

Kommentare: Overall, my experience has been positive and there is a supportive team we can reach out to whenever we need assistance or have a quick question.

Vorteile:

The easy to use features when training new starters in the KMT and all the content processes we have in place.

Nachteile:

None so far as livepro constantly implementing new features and benefits that are positive.

Great Knowledge Management Tool

Vorteile:

livepro is the most user friendly knowledge management platform that we have encountered. The functionality is able to be used by multiple teams including but not limited to front line staff. The search function is particularly well loved by users. The customer service and support received from livepro has been exceptional.

Nachteile:

No cons that I can think of. A great part of the service that we have received is that livepro are open to feedback and suggestions if we ever have ideas of how the platform could be improved. Some of these have made their way onto the roadmap and we have seen changes made following our feedback.

LivePro - The perfect application for your site or personal use if you are a teacher

Kommentare: It gives me access to my users, to teach online classes or to many people who want to attend.

Vorteile:

Among the features I love the live class rooms, audio and video recordings, Q&A sessions and groups. LivePro is in my opinion the best educational platform that facilitates and enhances online learning.

Nachteile:

What I like less about the app is just that it is necessary to buy a bigger package to access some of the features. No other issues

Great knowledge management resource for a central source of truth

Kommentare: Before becoming an administrator, I was a user. Since becoming an administrator I have learnt so many tips and tricks to help knowledge become easier to read, understand, and nicer to look at. Knowing what my team wants and needs from the system has helped me develop knowledge to help make their jobs easier, and now that I have received additional training I feel inspired, excited and more confident in using the system to make knowledge objects even easier to find and use. Knowledge and learning goes hand in hand, so hopefully it increases their professional development too.

Vorteile:

Relatively user friendly and now I can use rockets and reporting to help my manager in her role too. I also learnt that resources can be updated rather than a new resource being uploaded, this will make my life so much easier.

Nachteile:

I wish there was a feature to bulk archive. And also to look at what resources are linked to what knowledge object to review if they are still relevant or need to be updated.

A Fantastic tool for a Customer Service Centre!

Kommentare: Livepro has given us the opportunity to create an amazing knowledge based system that all our Customer Service Officers regularly rave about! Since offering the Open Access version to the whole of Council we are also getting rave reviews from other departments too.
There are so many ways to make the information on the page easy to read with the use of accordions, anchors, tables.
Thoroughly recommend this product!

Vorteile:

Such an easy, user friendly system with a variety of templates and editing tools available. Particularly like the accordion and anchors which make the scripting pages so user friendly. Integrates well with our phone system (Purecloud) So easy to search and find pages and the ability to add keywords. Tech Support team are extremely helpful and friendly. Quizzes are a fantastic training tool as is the ability to insert 'how to' videos to the page.

Nachteile:

Not a Con but a suggestion.....Would be great to offer a 'find and replace' function

Housing Direct

Kommentare: Overall, Livepro is the single most important tool that allows us to ensure we are maintaining a high standard of service for our customers; being consistent in the information we provide; and aligning with the requirements, legislation & policies of our organisation. Having Livepro has given our contact centre the ability to take on board new projects & business in a short space of time; knowing that our staff will always have up to date knowledge & information at their fingertips; enabling us to have confidence in the outcomes we are achieving. I can't speak highly enough about this software solution.

Vorteile:

There are many things I like about this software, particularly its ease of use. Everything is set up in a way that is logical and simple to understand. I also like the stability of the software. Over the 9 years we have been using this tool; we have never had any major outages.

Nachteile:

Setting up scopes and roles can at times be a little difficult; however Livepro are in the process of updating this function to allow set up of roles and scopes to be a bit more user friendly.

Made life for our call centre so much easier!

Vorteile:

The search features make it easy to find content and the option to have content available at different levels of authority make it convenient to host processes at a basic level (such as a Customer Service Officer) and for a senior level (such as a Team Leader), and ensure that the senior processes are not visible to the basic levels. Some of the tools, like the 'Rocket', are super user friendly for complex processes that have multiple outcomes with different end processes.

Nachteile:

Some of the functionalities for an admin user can take a bit of time to get used to as it has some little quirks, however the team at Livepro are very helpful to assist with any issues you find and always welcome feedback for improvements!

Changing the way the business looks at information

Kommentare: Livepro has shortened the time it takes for our users to find relevant and accurate information, lowering our risk and increasing our QA.

Vorteile:

Livepro has changed the way our business works, for the better! I love that with livepro we are able to ensure all our content is kept up to date by setting review dates for the content we build. I also love that users are able to interact and leave feedback int eh system to ensure all content is relevant to what they need and use. Most of all, I love how quick and easy it is for users to find the information they need.

Nachteile:

I have minimal dislikes but I do dislike that media is unable to be added into pages in live pro without first uploading the media separately. It cannot be uploaded directly to the page which can make it a little more time consuming than necessary.

From zero to hero!!

Kommentare: Fantastic! All staff are Service focussed and always willing to assist.

Vorteile:

We used a 'common drive' to house and manage critical information used to support our customers on a daily basis ......... which meant staff constantly used printed, unsynchronised and dated information. I'm not sure how we managed to do business without a knowledge management system for so long! Since the intrduction of Livepro, we’ve had numerous positive comments from a broad range of users, many of which are ‘blown away’ by the software’s capabilities and how we can adapt the smarts within to revolutionise the way we deliver information. Livepro is becoming a household name within our business and we can only see it growing in time…

Nachteile:

Using the inline version as a daily tool means we can send urgent changes via 'announcements' very quickly. However, technicians are required to log in to check for new announcements. This places the onus on the user. Ideally, 'push notifications' would highlight new information has been received via the mobile phone home screen, flagging the need for staff to access and read. Livepro are currently reviewing this functionality...

Great system for training and team updates

Vorteile:

I update the team on a very regular basis using livepro. The software is easy to use and has a lot of great features. I like how announcements can be re-launched, people can easily leave feedback on pages and it is simple to select which group the page needs to be shared with. Reporting on announcement visibility is also a useful feature.

Nachteile:

A lot of the keyboard shortcuts are the same as in e.g. MS office, however it would be great it images could be copied and pasted directly into the page without having to upload the image file into the database first.

LivePro - A great way to ensure our customer service team has the knowledge.

Kommentare: LivePro has been painless to introduce with great training and assistance from LivePro when initially implementing in our call centre / customer service team.

Vorteile:

Simple to use and the functionality of knowledge objects like Compasses and Rockets

Nachteile:

Creating work instructions is my least favourite thing to do but the knowledge object is great for end users with the ability to move through the work instruction and only see the steps they require.

Livepro Review

Kommentare: [SENSITIVE CONTENT HIDDEN] from Livepro is great to deal with and very helpful. This system has made a big difference to our team. Its a lot easier to store and search for information now.

Vorteile:

Easy to use. Good options for displaying information. I like the work instructions and quizes.

Nachteile:

It can be a bit fiddly to format, particularly the accordian boxes. It can also be quite manually intensive and time consuming to change categories and templates. If you change a template you have to manually update it in every single item. It you change the categories you have to then manually re-categorise every single item.

livepro

Vorteile:

The site is quite easy to navigate and the simple UI makes it very user friendly.

Nachteile:

It has limited editing functions and the set up of some work instructions can be a bit tricky.

User Friendly and Flexible

Vorteile:

Very user friendly. Easy to update and navigate. Great announcement and notification system so you don't miss any changes or update. Straight forward feedback process. Able to house a range of activities such as quizzes/

Nachteile:

No real problems. Some people find the search function can be confusing at first until you understand how it works

livepro Review

Kommentare: Our training and induction programs have improved dramatically with livepro. It has also reduced the period of time from when new staff have started to when they can be rostered on phones.

Vorteile:

Ease of use - search functionality is fantastic as are the use of the hubs. The ease and speed of answering customer enquiries significantly reduced our customers wait times. The feedback and announcements features have also improved the communication within our team.

Nachteile:

Nothing really. Everything to date has been very positive.