livepro Knowledge Management Reviews & Product Details

The tool is simple to use in so many ways. For a user, the tool is easy to navigate and find what you're looking for. As an author, the tool is easy to understand and develop for. I think the greatest advantage LivePro has is the support. I have never had a situaiton where I felt "left hanging" by the LivePro team and anytime I have had a question or an issue (which are rare), the team has been prompt at replying and being supportive. Their "S tier" level of support began before we even launched the tool. With the training from LivePro, our implementation was incredibly easy. Review collected by and hosted on G2.com.

My only less than stellar experience with LivePro is category management from an admin level can be a tad complicated. Review collected by and hosted on G2.com.

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 possiblities are truly endless. I love LivePro! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. The announcement function is fantastic to ensure we can communicate changes and links to relevant processes all whilst tracking who has read and acknowledged an announcement. This means our Team Leaders can have informed conversations with staff around keeping up to date. 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. We saw a 1,000% increase in knowledge object feedback in the first 3 months compared to our previous system which shows the early adoption and user engagement.

Integration - We have adopted the integration with Genesys so that 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. Agents still have the option to navigate to the full livepro experience if they prefer.

Authoring - the WYSIWYG editor function makes authoring really easy and there is the functionality to edit the css on a particular page for those who are a bit more clued in on this type of coding. Being able to create templates and styles to make content uniform across the site means we can ensure the content is consistent and easily digestible for our agents. It also means we can configure livepro to align with our branding.

Support - 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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

It is extremely user-friendly for both the end user and authors/administrators. With innovative features and a fully customisable platform, it has everything you need to contain all of your processes and information in one location. Review collected by and hosted on G2.com.

Very little! Any features that we found issues with or that may not have necessarily worked well for what we needed were passed on as feedback to the team who work tirelessly behind the scenes to fix things up so that they work exactly how we need them to. Review collected by and hosted on G2.com.

Livepro makes locating information and processes so easy, and from an admin perspective is so helpful to track usage, version history. It gived you all the tools you need to make content easy to find and understand. Review collected by and hosted on G2.com.

Nothing to say here........................................................................................................................................................... Review collected by and hosted on G2.com.

The support we receive constantly from the livepro team is spectacular. They are incredibly responsive and this has made our transition seamless. Review collected by and hosted on G2.com.

There are a couple of features we would like to have added, but we can already see that livepro is learning and developing further. Review collected by and hosted on G2.com.

Support and final product 5 star service Review collected by and hosted on G2.com.

Changing the culture of the business has been tough - but that is no fault to livepro Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.