LivePro is a comprehensive knowledge management solution designed to enhance the efficiency and accuracy of customer service operations, particularly in contact centers and multi-channel customer experience (CX) environments.
What LivePro Does
LivePro is tailored to provide prompt, straightforward, and consistent answers to customer inquiries, eliminating the need for extensive and confusing documentation. It centralizes knowledge management, ensuring that agents have access to the most relevant and up-to-date information, thereby improving first contact resolution, reducing average handling time, and enhancing overall customer satisfaction.
Key Features
Centralized Knowledge Base
LivePro offers a centralized knowledge base where all critical information is stored, categorized, and easily accessible. This ensures that agents can quickly find the answers they need without leaving their screens.
Advanced Search Functionality
The platform features an AI-enhanced smart search that delivers fast, reliable, and accurate results. The search functionality includes search scores to determine result relevance and summaries to identify knowledge immediately.
Content Management
LivePro includes robust content management tools such as:
- Content Categorization: Organizes content for easy retrieval.
- Version Control: Tracks changes, allows archiving, and enables the reinstatement of previous versions.
- Periodic Review: Flags content for scheduled reviews to ensure it remains up-to-date.
- Authoring Workflow: Manages the entire authoring, approval, and publishing process.
User Access and Security
The platform provides:
- User Access Controls: Allows for role-based permissions to control who has access to what information.
- Single Sign-On (SSO): Enhances security and ease of access.
- Cloud-Based Hosting: Securely hosted on AWS with SSO certification and open API for integrations with other systems like WordPress, Genesys Cloud, NICE, Zendesk, and Slack.
Analytics and Reporting
LivePro offers advanced analytics and reporting tools that provide insights into how knowledge is being used. This includes customizable knowledge dashboards, real-time analytics, and the ability to export reports for further analysis.
User Engagement and Training
The platform includes features such as:
- Work Instructions: Step-by-step guides for novice users to ensure consistent answers.
- The Rocket: An intuitive answer bot that turns novices into experts by guiding them through complex processes with a series of questions.
- Announcements: Timed updates that keep agents informed without cluttering their inboxes.
Integration and Connectivity
LivePro integrates seamlessly with existing CX suites and other business systems, allowing for a unified and efficient knowledge management experience. It supports multiple integrations and can display answers anywhere, enhancing connectivity across various platforms.
Functionality
LivePro’s functionality is designed to streamline knowledge management, reduce training times, and improve agent efficiency. Key functionalities include:
- Customizable Templates: Allows for the creation of beautiful and functional knowledge articles using pre-designed templates.
- Feedback Mechanism: Includes feedback management and negative feedback management to continuously improve the knowledge base.
- Mobile Accessibility: Ensures that agents can access knowledge on the go.
- Collaboration Tools: Fosters community and collaboration with user-configurable profiles and role-based permissions.
Overall, LivePro is a powerful tool for organizations seeking to enhance their customer service operations by providing accurate, timely, and consistent knowledge to their agents.