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Über livepro

livepro ist eine CX-Wissensmanagementlösung mit Spitzenbewertungen, die Agenten in jedem erforderlichen Kanal Antworten bereitstellt und keine Dokumente.

Erfahre mehr über livepro

Vorteile:

Central storage of process and work flows, real-time notifications, content management, flexible licensing options and very easy to configure and use.

Nachteile:

The UI is very functional but can be improved (no specific criticism).

Bewertungen zu livepro

Durchschnittliche Bewertung

Benutzerfreundlichkeit
4,7
Kundenservice
4,8
Funktionen
4,6
Preis-Leistungs-Verhältnis
4,8

Weiterempfehlungsquote

9,4/10

livepro hat eine Gesamtbewertung von 4,8 von 5 Sternen basierend auf 167 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (167)

Stacey
Stacey
Process Design and Delivery Lead in Australien
Verifizierter Nutzer auf LinkedIn
Krankenhausversorgung & Gesundheitswesen, 5.001–10.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Knowledge management made easy

5,0 vor 10 Monaten

Kommentare: We no longer have lengthy word documents that are difficult to navigate, these have been replaced with easily searchable and digestible content that give our agents the answers they need to assist the client. The workflow function means we can have a clear governance in place to ensure our content is reviewed and maintained efficiently which is an essential part of our Contact Centre environment.The reporting capabilities within livepro have enabled our Team Leaders to have effective conversations around following correct processes and keeping up to date with changes. They can monitor general staff usage and link specific access to content back to QA when required.In addition, our ability to onboard new agents using livepro functionality has led to a reduction in the onboarding process and increased user engagement once they are actively taking client calls.The overall livepro support is second to none. They are extremely responsive to all requests and are there to guide you through from beginning the journey to day to day support and improvement

Vorteile:

Livepro has made such a difference in the day to day life of our Contact Centre agents - quick answers at their fingertips to help our clients. Some of the major highlights include:Announcements - no more emails cluttering the inbox and taking agents off the phone and into another system. We can communicate changes and links to relevant processes all whilst tracking who has read and acknowledged an announcement. The ability to future date and end date these also means we are tailoring what our agents need to see and when.Feedback - this function is so easy for our agents to use whilst they are on a call, to identify any updates that are required to content. They receive automatic notifications whenever their feedback is responded to or closed out so they can keep track. Integration with Genesys means agents can quickly view information without needing to navigate away from their client interaction. Keywords have been automatically set up on the incoming IVRs to display relevant work instructions pertaining to the incoming call. Authoring - the WYSIWYG editor function makes authoring really easy!

Nachteile:

There are very few things to dislike about livepro and all feedback and suggestions are taken on board to ultimately benefit the end user.Some of the administrator functions can be time consuming, such as setting up scopes and roles (user permissions and access) however this will be simplified in the new UI release in the coming months.

Jason
Knowledge Specialist in Australien
Telekommunikation, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Elevating the Customer Experience Journey for Knowledge Content

5,0 vor 3 Jahren

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.

Lucy
medical receptionist in Australien
Medizinische Praxis, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung
Quelle: SoftwareAdvice

Great tool overall but could be smoother.

3,0 vor 6 Jahren

Kommentare: Overall its a fantastic tool that does contain all the information and is updated regularly by the wonderful carina. It just be improved by improving the navigation with less steps, and perhaps organising as a decision tree where you work backwards. Ie. US Chest Wall - then find the clinics that offer it.

Vorteile:

Thorough and regularly updated. Carina is fantastic with her speedy replies.

Nachteile:

Bit too clunky, could be smoother to use.

Geoff
Acting Customer Service Team Leader in Australien
Regierungsbeziehungen, 501–1.000 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

A Great Step Forward

4,0 vor 5 Jahren

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.

Natascha
Natascha
Service Center Consultant in Australien
Verifizierter Nutzer auf LinkedIn
Finanzdienstleistungen, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Livepro makes it easy to create and manage knowledge content

5,0 vor 2 Jahren

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.

Carita
Carita
Reiki Master Teacher & Crystal Therapist in Australien
Verifizierter Nutzer auf LinkedIn
Medizinische Praxis, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Great software for call centres

5,0 vor 6 Jahren

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.

rebecca
Workforce Planning and Capability Manager in Australien
Versicherung, 501–1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Possibilities are endless!

5,0 vor 10 Monaten

Vorteile:

Livepro has so many possibilities on how to help your business. There is always something new we can add or develop on our knowledge management system. The awesome team are always there to help build our skills and make LivePro the best it can be for our business. They are always thinking ahead on how we can make our knowledge management better and easier for our users. After I attended a LivePro Forum, I’ve been given so made different ideas and the possibilities are truly endless. I love LivePro!Review collected by and hosted

Nachteile:

There is so much to learn however I learn from practice. I can’t keep up with all the amazing changes as they come through however LivePro do a great job at communicating all the new and exciting things coming. The team make me feel so supported when I attempt to implement any new features.

Nicola
Process Design and Delivery Lead in Australien
Krankenhausversorgung & Gesundheitswesen, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

A fantastic KMS!

5,0 vor 10 Monaten

Vorteile:

It is perfect for a contact centre environment in that it is user friendly and its features make it a fun, colourful environment for staff to locate the information that they need to provide the best customer experience. For authoring, it is extremely easy to update and customise for your business needs.

Nachteile:

There are a few minute features that we have encountered that could use some improvement, however, we have supplied this feedback to the team and they have already started working on these for us.

Gen
Knowledge Coordinator in Australien
Finanzdienstleistungen, 10.000+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Livepro Review

5,0 vor 10 Monaten

Kommentare: My overall experience with Livepro has been very positive. The team are always willing to take on user feedback and provide support where needed.

Vorteile:

I really enjoy the tools Livepro has available to ensure content within the knowledge base isn't duplicated. As an administrator these tools ensure our content can keep up to date with change. The support team are also fantastic and very responsive.

Nachteile:

I would love to have a knowledge object that is an interactive process map.

Hannah
Team Leader in Australien
Finanzdienstleistungen, 501–1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Such a great program!

5,0 vor 5 Monaten

Vorteile:

Ease of use, regardless of computer literacy. If you can use a search engine, you can use Live Pro! Great looking U.I with the ability to really personalise for your business.

Nachteile:

I can't think of any cons. I find the service really easy to use as both a user and an admin.

Paul
Custoemr Information Team Leader in Australien
Staatsverwaltung, 501–1.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Review of Livepro

4,0 vor 5 Jahren

Kommentare: Overall I find LivePro to be a good reliable and professional product with a great support team. We will be continuing to use and grow what we do with Livepro, with cross team training and offsite locations planned for 2019. I am keen to see the next wave of ongoing improvements, (bring on compass 2.0) and dream that one day it will have the ability be linked into a centralised CRM so we can link knowledge, phone numbers, and client tracking.

Vorteile:

The biggest positive regarding Live pro is the support you receive from the team. I have used other systems in the past and non have come with the level of support or been as responsive in improving the product based on client needs. As a product it is good. It does what is meant to, is consistent and reliable. All the things you ask for at the price range the product is at.

Nachteile:

I struggled in the early days to build the structure that we would use. This led to considerable lost time and reviewing of pages based on greater understanding of the more advances features. More help earlier on getting some page structures built would have been good. Occasionally the structure will fail to automatically allocate space correctly and you are required to set the percentages of a page to each section of a designated box area. Its fixable but frustrating The fact that it doesn't link easily into other systems. Occassionally the structures will

Martin
General Manager Performance in Australien
Krankenhausversorgung & Gesundheitswesen, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Straightforward, Flexible and Progressive Software

5,0 vor 6 Jahren

Vorteile:

Livepro was the perfect choice for us because it allowed us to link to our existing data stores, website information etc and also capture and make easily available the bespoke information at exists for each of our 200+ locations. This suits our philosophy not to store the same information more than once and helps to ensure Livepro is always current. The feedback system for users also supports this bringing errors or omissions to the administrators attention. Other features such as announcements to ensure staff are made aware of new update and the various ways information can be displayed or indexed means you can tailor the display to suit the users or teh style of content. The support and progress of the software from the team at Livepro has been fantastic. They listen to there customers and this is often reflected back in the software.

Nachteile:

Really had no notable issues to this point. We continue to develop the way we use Livepro and are far from exhausting its features at this stage.

Sarah
Customer Service Liaison Officer in Australien
Staatsverwaltung, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

A Fantastic tool for a Customer Service Centre!

5,0 vor 4 Jahren

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

Matthew
Customer Support in Australien
Sportartikel, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Delivers on all promises. Easy to use, quick answers, never goes down, is my most important system

5,0 vor 6 Jahren

Kommentare: First time resolution improvement
Reduced handling time by 30%
Training and induction time reduction from 6 was to 1 week
Faster time to productivity for new customer support staff
Back office processing and compliance areas significantly reduced handling times and accuracy by have step by step guidance to complete tasks.
Audits were much easier to pass

Vorteile:

The system seamlessly combines functionality to ensure I am informed, can find knowledge quickly and service my customers with absolute confidence. Announcements, guidance, reporting, work instructions, training. Livepro has actually been better than we expected before implementation. It's rare to have a system that overachieves expectations.

Nachteile:

Honestly it is hard to say. Maybe when the buttons with words changed to icons it took a couple of days to get used to it.

Chloe
Learning and Development Consultant in Australien
Versicherung, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Changing the way the business looks at information

5,0 vor 5 Jahren

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.

Louis
Director in Australien
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

livepro Knowledge Management software is perfect for OMNI Channel Customer service delivery support

5,0 vor 6 Jahren

Vorteile:

livepro supports customer service consultants and customers in their moment of need, by easy to access and find information, no matter what level of competency the user is at. Additionally it has great tools such as Compass that can help customer service agents or customers resolve customer service needs through following simple logic paths. The ability to utilise API's for online support, and ChatBot support means that it is a contemporary solution, that will allow a staged KM deployment starting with full service support across Customer Service Agents and moving to Online, Mobile and Chatbot.

Nachteile:

Not many issues with the software, particularly as recent releases have improved the ability to support audit through workflow tools.

Ann
National Manager Workplace Advice Line in Australien
Personalwesen, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Couldn’t live without it

5,0 vor 5 Jahren

Kommentare: Easy to use. Great customer service. Helps staff deliver best customer service and share knowledge.

Vorteile:

Able to find information easily. Great features to find knowledge quickly with minimum number of clicks. LivePro are very helpful and responsive to our needs and keep adding new features. Can be integrated with our CRM and telephoning system. We enjoy using the system for induction and quizzes to test people’s knowledge and ability to find articles. Also fun way to keep people engaged. Great to have info all in one place.

Nachteile:

Could do with some improvements with collating quiz answers.

Natalie
Project Manager in Australien
Staatsverwaltung, 5.001–10.000 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Great Product and Really Easy to Use

5,0 vor 5 Jahren

Kommentare: Currently we have practice guidance and instructions for staff that are unclear and are presented in a complicated way. Livepro allows us to present this information in a clear, stepped out process that is easy to read and understand.

Vorteile:

The software is really easy to use, it is very functional and you don't need to be really tech savvy to understand it! We have been able to build a system that supports our staff by providing clear guidance and instructions for them to complete complicated tasks. The company provide fantastic training and ongoing support throughout the whole process of learning and building the system, meaning we were able to create something really quickly and effectively which is really important for the nature of our work. They have amazing customer service which really helps when you are learning something new.

Nachteile:

I don't have anything I dislike about this software. All of my questions and issues have been answered and resolved immediately and anything that they cant resolve straight away they deal with in a timely manner. Also if there is a functionality of the software that doesn't yet exist but we would like to see in the future, they take your ideas on board and add it to their list of future functions!

Luke
Managing Director in Australien
Unternehmensberatung, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Great KMS platform

5,0 vor 6 Jahren

Kommentare: The livepro platform is built for knowledge management. It is well designed and makes getting to answers quickly and accurately. The livepro team are also passionate about knowledge management which adds up to a great solution.

Vorteile:

The platform is deployed within days, is easy to use, and our client's are fully engaged when using the product. Most KMS's end up not being maintained and therefore not used. Because the livepro platform is easy to maintain, people in the organisation actually use it. Also, livepro assist and educate on how to develop useful and accessible knowledge.

Nachteile:

We have not had any issues voiced by out client's on using the livepro platform

Brenton
Knowledge Author in Australien
Finanzdienstleistungen, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Livepro? More like Lifesaver!

5,0 vor 6 Jahren

Kommentare: Vast improvements in productivity and improved quality ratings

Vorteile:

Livepro has made sharing knowledge across our organisation super easy! As we are not all located in one city, Livepro enables us to provide up-to-date and consistent information to our members, no matter what office they visit or call.

Nachteile:

Some minor limitations for administrators, but no issues for end users. I feel this outweighs the administrator limitations as end user experience is key.

Jill
Senior Customer Services Officer in Australien
Bildungsmanagement, 1.001–5.000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Holmesglen Institute

4,0 vor 5 Jahren

Kommentare: The Connect Team provide information regarding all Holmesglen's course offering. We need a program that is flexible and can be edited easily as the information changes rapidly. LivePro provides that flexibility. The feedback button is handy when customers highlight information blackspots. We are very happy with the program

Vorteile:

Easy to use. Can be customised easily to suit industry.

Nachteile:

Knowing what it can do and how to do it. Mainly in formatting and easy shortcuts.

Chloe
Customer Service SME in Australien
Versicherung, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

A great Hub for all our Knowledge

5,0 vor 4 Jahren

Vorteile:

The platform is very easy to make your own, it looks great and is easy to navigate for our call centre when they are assisting our customer's. A great central location to place all announcements whether this be for; process, service or outages.

Nachteile:

Formatting of certain tables and wording can be niggly and hard to solve.

Jen
Customer Service Officer in Australien
Staatsverwaltung, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

All our information at our fingertips

5,0 vor 6 Jahren

Kommentare: Helps greatly with solving customer queries hence good customer service.

Vorteile:

I really enjoy the ease of use of the system and it is very quick in displaying results. The formatting is also great ensuring it is easy to read the information.

Nachteile:

As I assist with administration, I am involved in processing feedback from users. I was disappointed to see a change last year whereby once the feedback item was opened & allocated I was unable to see it in the list again unless I navigated to the relevant information page.

Liam
Customer Service Officer in Australien
Regierungsbeziehungen, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Queanbeyan-Palerang Regional Council

5,0 vor 3 Jahren

Kommentare: Livepro is my teams' bible. Our Customer Team uses our Livepro software everyday and we (admin/dev team) never receive complaints about the accessibility of the program. I absolutely love Livepro to bits, and the Livepro staff are quick to resolve any issues which incredibly rarely arise.

Vorteile:

I like the ease of access, and how simple the system is to configure. It has a wide range of incredibly-powerful services, which is a massive benefit to my team.

Nachteile:

I don't have any negative connotations or comments to make.

Anthony
Customer service Representative in Australien
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

As I have only used 2 types of knowledge systems my experience is small but This has been the best.

5,0 vor 6 Jahren

Kommentare: With live pro i have easily been able to keep up to date with the changes of procedures made and stay ahead in tricky calls

Vorteile:

Easy to use Great search function showing what you searched by % of relevancy Has quizes for when new information is released a quiz can be made to test the users Great announcement system clearly showing when a new announcement has been made Easy to submit feedback

Nachteile:

Possibly the worse thing about live pro is the ability to right click and open in new tab this seems to take it back to the main page there are ways around this but they are not particularly easy for those with little computer experience