Re: Livepro
Numbers Slyter
Since 2001 livepro has delivered the best Knowledge Management solution to award-winning customer service centers in all major industries including banking & finance, airlines, insurance, superannuation, education, health, and government.
Any system you buy will only work as well as the team who is using it. What makes livepro different from all our competitors is we help you optimize the system and teach your team how to author knowledge.
Staff feels self-assured to handle all inquiries, and factors of compliance and risk are minimized thanks to easy-to-follow process guidance. Costs are cut through reduced training time, AHT reduction, and elimination of errors.
Finally, we have a knowledge Management platform that provides us with everything we need to improve the efficiency of the Contact Center as well as reducing Customer effort. We have seen a reduction in repeat calls and an 80% reduction in SME support needed. Quality scores have increased and the engagement from the team has been brilliant. It was great to work with the livepro team who were so passionate and hands on from day 1 to completion.
An expert in knowledge management with a feature-rich yet easy-to-use tool for customer service in all major industries. livepro focuses on delivering answers to agents, not long complex documents. This is made possible by powerful features and easy to follow process guidance. livepro requires next to no training and turns agents into experts. Staff confidence and customer satisfaction go up while AHT and training costs are cut down.
This information has been provided by livepro Australia Pty LIMITED about how this app collects and stores organizational data and the control that your organization will have over the data the app collects.
Commentaires :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
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!
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.
Commentaires :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.
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.
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.
Commentaires :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.
Commentaires :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.
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.
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