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livepro est spécifiquement conçu pour la gestion des connaissances relatives à l'expérience client. Fournir des RÉPONSES et non des documents, quel que soit le canal utilisé.

En savoir plus sur livepro

Avantages :

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

Inconvénients :

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

livepro - Notes

Note moyenne

Facilité d'utilisation
4,7
Service client
4,8
Fonctionnalités
4,6
Rapport qualité-prix
4,8

Probabilité de recommander le produit

9,4/10

livepro a reçu une note globale de 4,8 étoiles sur 5 d'après 156 avis d'utilisateurs publiés sur Capterra.

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Filtrer les avis (156)

Martine
Conseillère au suivi budgétaire (Canada)
Administration publique, 10 000+ employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Plusieurs fonctionnalités

5,0 il y a 2 ans

Commentaires : Nous avons réduit considérablement le temps pour trouver l’information souhaitée.

Avantages :

J’adore particulièrement cet outil car tout se retrouve au même endroit, ce qui améliore beaucoup l’efficacité.

Inconvénients :

J’aime un peu moins la présentation visuelle mais ce n’est rien par rapport à tout ce que logiciel m’apporte.

Natascha
Natascha
Service Center Consultant (Australie)
Utilisateur LinkedIn vérifié
Services financiers, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Livepro makes it easy to create and manage knowledge content

5,0 il y a 6 mois

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Jason
Knowledge Specialist (Australie)
Télécommunications, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Alternatives envisagées :

Elevating the Customer Experience Journey for Knowledge Content

5,0 il y a 2 ans

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.

Avantages :

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.

Inconvénients :

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 (Australie)
Cabinets médicaux, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis
Source : SoftwareAdvice

Great tool overall but could be smoother.

3,0 il y a 4 ans

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.

Avantages :

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

Inconvénients :

Bit too clunky, could be smoother to use.

Geoff
Acting Customer Service Team Leader (Australie)
Relations gouvernementales, 501-1 000 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

A Great Step Forward

4,0 il y a 4 ans

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.

Avantages :

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.

Inconvénients :

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.

Carita
Carita
Reiki Master Teacher & Crystal Therapist (Australie)
Utilisateur LinkedIn vérifié
Cabinets médicaux, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Great software for call centres

5,0 il y a 4 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Courtney
Courtney
Knowledge Manager (Australie)
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

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

5,0 il y a 5 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Brent
Brent
Service Centre Experience Manager (Australie)
Utilisateur LinkedIn vérifié
Services financiers, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Industry leading knowledge management system

5,0 il y a 5 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Luke
Luke
Head of Service Centre (Australie)
Utilisateur LinkedIn vérifié
Services financiers, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

The only knowledge management platform worth looking at

5,0 il y a 5 ans

Commentaires : Massive productivity gains and improved quality

Avantages :

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.

Inconvénients :

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

Hayley
Hayley
Process Improvement Consultant/Business Analyst (Secondment) (Australie)
Utilisateur LinkedIn vérifié
Services financiers, 201-500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

livepro review

5,0 il y a 3 ans

Avantages :

livepro is so easy to use and very intuitive for both the front end user and the back end administrator. livepro has a vast range of difference functionalities which helps the business support and engage with it's staff members. livepro really has been the one source of truth for us and has helped us build a solid relationship with our front end users.

Inconvénients :

Setting up scopes/roles/users can be a little difficult. There are a number of various different tick boxes you have to remember to tick, missing just one tick box can have a negative impact on the users access.

Igor
Igor
Project Manager, Scrum Master and Software Developer (Australie)
Utilisateur LinkedIn vérifié
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Excellent cloud-based application that makes our lives easier

5,0 il y a 5 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Cody
Knowledge Specialist (Australie)
Administration publique, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

An engaging platform for all skill levels

5,0 il y a 2 ans

Avantages :

Customisation, Livepro allows you to customise with your own custom assets (Built in CSS and HTML) allowing the platform to evolve with your company, by creating unique, engaging experiences. The platform's customisation doesn't end with the look and feel of the site, it also allows integration with a growing number of services allowing us to reach users when, and how they need.

Inconvénients :

There are few things to dislike when using Livepro, however some future additions I would like to see are... - Highlighted tracked changes added to the version history (with collaborators) - Improved resources storage (files, images etc.) for uploading of screenshots - Mobile app and larger mobile compatibility

Chloe
Learning and Development Consultant (Australie)
Assurance, 51-200 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Changing the way the business looks at information

5,0 il y a 3 ans

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

Avantages :

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.

Inconvénients :

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 (Australie)
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

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

5,0 il y a 5 ans

Avantages :

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.

Inconvénients :

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

Kellie
Internal Communications Support Officer (Australie)
Administration publique, 1 001-5 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Livepro Review

4,0 il y a 4 ans

Commentaires : [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.

Avantages :

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

Inconvénients :

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.

Skye
Coordinator Business Support (Australie)
Administration publique, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Straightforward, easy to use!

5,0 il y a 3 ans

Avantages :

From a user perspective this software has revolutionised the way our contact center operates. We have gone from a switch board to a full customer contact center, answering 98% of calls with first call resolution. This has allowed other business units to focus their efforts into their departments without the interruptions of easy to answer customer calls.

Inconvénients :

In the beginning I found the administrator side of the system cluncky to use however, the updates have made it much easier to navigate and design.

Pamela
Business Improvement Officer (Australie)
Administration publique, 501-1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

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

5,0 il y a 3 ans

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

Avantages :

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

Inconvénients :

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.

John
Customer Service Manager (Australie)
Automobile, 201-500 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Great system that delivers huge business benefits

5,0 il y a 4 ans

Commentaires : Delivered absolutely fantastic business results (lowered AHT, better compliance, HUGE reductions in training time, staff confidence and overall a better customer experience)

Avantages :

The different knowledge types to suite your different knowledge. Mainly the compass which asks your agent (or customers) a few questions and points them to the right process/article needed to help. Process guidance is also really strong as you've got full control over when/how steps and info is displayed.

Inconvénients :

Nothing really - the only thing would be the roles can be a bit complicated given how complex you can get with permissions etc

Jade
Head of Operations (Australie)
Assurance, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Lost without it

5,0 il y a 3 ans

Avantages :

Easy and effective way of ensuring all of the team both here and on the other side of the world are across all of our processes. Easy to navigate and easy to update. A must have in this this day and age working in the financial services industry.

Inconvénients :

Nothing comes to mind. I am very happy with it.

PATRICK
Senior Service Consultant (Australie)
Services financiers, 201-500 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Livepro Review - ME

5,0 il y a 4 ans

Avantages :

What I like most about this software is the user friendliness. The consultants that I assist with leading find it easy to access information that they require to communicate in a time manner in a timely manner.

Inconvénients :

I can't say that there is nothing I don't like about this software. The flexibility of the interface allows for adaptation for our every changing industry

Liam
Customer Service Officer (Australie)
Relations gouvernementales, 11-50 employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Queanbeyan-Palerang Regional Council

5,0 il y a 2 ans

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Phillip
Real Time Analyst (Australie)
Services financiers, 501-1 000 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Easy to navigate and use.

5,0 il y a 5 ans

Avantages :

It is very easy to use, user friendly and is updated often with correct and complete information. Extremely easy to navigate to find what you are looking for.

Inconvénients :

The only issues I have had with this software is if you don't know what you are looking for, and don't type the correct phrases you might have an issue finding something.

Glenn
Quality & Coaching Lead (Australie)
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Overall a great support tool for our network of consultants.

5,0 il y a 5 ans

Avantages :

Push notifications are a great tool to reduce emails. The ability to review each users click history. Intuitive feedback and search functions.

Inconvénients :

Autofill can't be tabbed through via keystrokes, still need to use mouse. Otherwise serves most of our business needs.

Alvin
Veterinary Claims Officer (Australie)
Assurance, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Livepro review

5,0 il y a 3 ans

Avantages :

-ease of use, navigation, dissemination of information -able to share updates and store and access information by many users effectively

Inconvénients :

-the UI is very functional but can be improved (no specific criticism)

Ben
Senior Service Consultant (Australie)
Services financiers, 51-200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Very efficient and user friendly

5,0 il y a 5 ans

Avantages :

Love the ease of use of the system. The tile option is something that adds great value. Love the product

Inconvénients :

The search functionality could use some work. It would be nice if it was able to be a more specific when you search