LivePro Overview
LivePro is a comprehensive knowledge management platform designed to enhance customer experience (CX) and streamline operational efficiency within organizations, particularly in highly regulated industries.
What LivePro Does
LivePro is tailored to manage multi-channel CX knowledge, ensuring that agents and users have access to consistent, accurate, and up-to-date information. The platform aims to reduce complexity and improve response times by providing easy-to-find, clear, and concise answers.
Key Features and Functionality
Knowledge Management
- Knowledge Articles: LivePro allows users to create beautiful and functional knowledge articles using pre-designed templates. The platform supports the authoring, approval, and publishing of knowledge content, ensuring it is always current and accurate.
- Version Control: It maintains a full history of every knowledge article, including edits, comments, and approvals. Users can easily compare versions, retrieve, or republish prior versions.
Authoring and Workflow
- Authoring Workflow: The platform decentralizes authoring, allowing knowledge capture from any area of the business. It manages the entire authoring, review, approval, and publishing process through a controlled workflow.
- Templates and Editors: LivePro offers a visual editor and drag-and-drop tools to create complex decision trees and process guidance in minutes.
Search and Access
- AI-Enhanced Smart Search: The platform features an AI-enhanced smart search that delivers fast, reliable, and accurate results in the most suitable format for the user. Search scores help determine result relevance, and summaries aid in quick identification of knowledge.
- The Rocket: An intuitive answer bot that transforms complex policies into simple questions, ensuring accuracy and reducing response times.
User Engagement and Training
- Work Instructions: This tool walks novice users through complex processes step-by-step, ensuring consistent answers. Advanced users can skip steps using a dropdown menu.
- Reduced Training Time: LivePro significantly reduces new hire training time by providing agents with quick access to necessary information, with some organizations reducing induction time by up to 90%.
Analytics and Reporting
- Insights and Dashboards: The platform offers customizable knowledge dashboards and reporting tools, providing deep insights into how knowledge is being used. It allows for the integration with external reporting suites to see the impact of knowledge on other business areas.
- Customer Insights: LivePro provides analytics tools that offer a breakdown of customer insights, including trending searches and usage patterns.
Security and Integrations
- Cloud-Based and Secure: Hosted on the secure AWS network with SSO certification and an open API, LivePro ensures robust security and easy integration with various systems such as WordPress, Genesys Cloud, NICE, Zendesk, and Slack.
- Seamless Integrations: The platform allows for seamless coordination with popular BI tools and existing CRM or sales systems like Salesforce.
Operational Efficiency
- Reduced Average Handling Time (AHT): LivePro helps reduce AHT by up to 40% by providing agents with the answers they need quickly, thereby improving customer satisfaction and reducing the need for second-level support.
- Maximize Efficiency: The platform improves operations by saving time, effort, and costs, making it easier for agents to manage their tasks efficiently.
Conclusion
In summary, LivePro is a powerful knowledge management solution that enhances CX, reduces training times, and improves operational efficiency through its robust features, intuitive interface, and seamless integrations.