Avis clients sur livepro

Plusieurs fonctionnalités

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.

Knowledge management made easy

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

Avantages :

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!

Inconvénients :

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.

Elevating the Customer Experience Journey for Knowledge Content

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.

Great tool overall but could be smoother.

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.

A Great Step Forward

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.

Livepro makes it easy to create and manage knowledge content

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.

Great software for call centres

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.

One of the best CMS with a useful feedback feature

Avantages :

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.

Inconvénients :

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.

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.

Industry leading knowledge management system

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.

Such a great program!

Avantages :

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.

Inconvénients :

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

Review of Livepro

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

A Fantastic tool for a Customer Service Centre!

Commentaires : 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!

Avantages :

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.

Inconvénients :

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

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

Commentaires : 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

Avantages :

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.

Inconvénients :

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.

Made life for our call centre so much easier!

Avantages :

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.

Inconvénients :

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!

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

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.

Couldn’t live without it

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

Avantages :

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.

Inconvénients :

Could do with some improvements with collating quiz answers.

Great system for training and team updates

Avantages :

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.

Inconvénients :

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 Review

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

Avantages :

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.

Inconvénients :

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

Great KMS platform

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Livepro? More like Lifesaver!

Commentaires : Vast improvements in productivity and improved quality ratings

Avantages :

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.

Inconvénients :

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

Holmesglen Institute

Commentaires : 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

Avantages :

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

Inconvénients :

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

Livepro Review - ME

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

Great customer service tool

Avantages :

I like the ease of use, I am new to the administrator role in using Livepro and i find it easy to develop and edit content. I also enjoy the ability to edit code in the back end when necessary. The ability to create quizzes is great as it enables us to text users knowledge of the site and how to locate information.

Inconvénients :

Moving through reports can get a little bit clunky and cause the system to overload. Which means having to open up a new browser.

Queanbeyan-Palerang Regional Council

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.