LivePro - Detailed Review
Collaboration Tools
LivePro - Product Overview
Overview
LivePro is a sophisticated knowledge management solution that leverages AI to streamline customer service and collaboration within organizations. Here’s a brief overview of its primary function, target audience, and key features:Primary Function
LivePro is designed to provide an efficient and intuitive knowledge management system. It helps organizations manage and disseminate knowledge across various channels, ensuring that customer service agents and other staff have immediate access to the information they need to address customer inquiries effectively.Target Audience
LivePro is targeted at customer service centers and contact centers across all major industries, including health care, financial services, and home services. It is particularly beneficial for organizations seeking to improve customer satisfaction, reduce training time, and enhance the overall efficiency of their customer service operations.Key Features
AI-Enhanced Search and Knowledge Base Integration
LivePro uses context-aware search, natural language processing, and generative AI to deliver accurate answers from an organization’s policies, procedures, and documentation. This allows agents to find relevant information quickly without extensive searching.Agent Assist
Integrated with platforms like Genesys Cloud, LivePro’s Agent Assist provides agents with the correct answers directly from customer interactions, such as voice or chat, without requiring any effort from the agents themselves.AI-Assisted Content Authoring
LivePro’s AI capabilities enable the rapid collation and authoring of large volumes of content, such as policies and procedures, making it easier to manage and update knowledge bases.Integrations
LivePro integrates seamlessly with various tools and platforms, including Microsoft Teams, Salesforce, and Zendesk. These integrations allow users to search for knowledge articles, receive announcements, and access relevant information without leaving their primary applications.Security and Analytics
LivePro emphasizes security and provides advanced AI analytics to offer insights into knowledge, agent, and customer behaviors. This helps organizations better inform their knowledge and customer service strategies.Process Guidance and Decision Trees
LivePro offers process guidance and decision trees to help agents handle even the most complicated customer questions efficiently and consistently. This minimizes compliance and risk factors while reducing training time and errors. By integrating these features, LivePro aims to make customer service quicker, easier, and more efficient, ultimately enhancing customer satisfaction and business outcomes. LivePro - User Interface and Experience
User Interface Overview
The user interface of LivePro is highly praised for its ease of use and intuitive design, making it accessible to a wide range of users.Ease of Use
LivePro is described as very user-friendly, requiring minimal training for both end users and content authors. The interface is intuitive, allowing anyone to jump into the system with ease. Users have noted that if you can use basic tools like Word, you can easily create and manage content in LivePro.User Interface Features
- The software features a WYSIWYG (What You See Is What You Get) editor, which makes authoring content straightforward. Users can either use the basic editor or delve into the source code for more advanced customization.
- LivePro includes pre-designed templates that enable users to author beautiful and functional knowledge articles quickly. The drag-and-drop editor for creating decision trees and process guidance is also highlighted as a user-friendly feature.
- The system allows for clear and concise knowledge articles, and the use of “Rockets” – an intuitive answer bot that guides users through decision-making processes step-by-step, ensuring accuracy and efficiency.
User Experience
The overall user experience is positive, with users appreciating the simplicity and speed of accessing information. Here are some key aspects:- Quick Access to Information: LivePro’s intelligent hybrid search, powered by AI, helps users find relevant answers quickly. The search results are scored for relevance, and summaries are provided to identify knowledge at a glance.
- Customization and Personalization: Users can save their favorite knowledge objects, and the system allows for user-configurable profiles, fostering a sense of community and collaboration.
- Real-Time Updates: The system enables quick updates to policies and procedures, notifying staff in real-time, which is particularly beneficial for call centers and customer service environments.
- Support and Community: LivePro offers exceptional support through various channels, including phone, email, chat, and video calls. The community aspect is also strong, with regular webinars, an annual forum, and an online community where users can share best practices.
Minor Issues
While the interface is generally well-received, some minor issues have been noted:- There can be a slight learning curve for more complex content types, but this is considered worth the effort.
- Some users have mentioned minor formatting issues, but these are typically easily resolved.
LivePro - Key Features and Functionality
LivePro Overview
LivePro, a leading provider of Knowledge Management solutions, integrates advanced features and AI-driven tools to enhance customer service and agent efficiency. Here are the key features and functionalities, especially focusing on the collaboration tools and AI integration:
AI-Driven Search and Knowledge Retrieval
LivePro employs an intelligent hybrid search powered by AI, which ensures that users can quickly find the most relevant answers. This search functionality uses AI to score results for relevance and provides summaries to identify knowledge at a glance. The integration with AI-enhanced search technologies, such as those in LightspeedAI, allows for instantaneous knowledge retrieval, eliminating the need for manual navigation.
LightspeedAI for Document Migration
LightspeedAI is a generative AI tool that simplifies the migration of existing documentation into the LivePro Knowledge Management System. It significantly reduces the time and resources required for this process by automatically mapping and organizing content into easy-to-navigate formats. This tool ensures that the integrity of the original documents is preserved while improving readability and speed to answer.
Smart Knowledge Delivery
LivePro integrates with various platforms like Genesys Cloud, Salesforce, and Zendesk to deliver contextual knowledge directly to the agent’s screen. For example, it can automatically present agents with the correct knowledge based on the interactive voice response (IVR) the customer came through, ensuring agents are prepared to handle interactions efficiently.
The Rocket – Decision-Making Tool
The Rocket is an intuitive answer bot that uses dynamic decision-making to turn novice users into experts. It presents a series of questions based on each response given, ensuring accuracy and consistency in the answers provided. This tool cuts through complexity and guides agents through complex processes step-by-step.
Work Instructions and Process Guidance
LivePro’s Work Instructions tool walks agents through complex processes in a step-by-step manner, ensuring consistent and accurate processing. This feature is particularly useful for novice users and allows more experienced staff to skip steps using a dropdown menu, reducing training time and enhancing staff confidence.
Announcements and Feedback
LivePro includes timed announcements that keep agents updated without cluttering their email inboxes. The Feedback feature ensures that information is always up to date and involves users in the continuous improvement cycle. This targeted communication is fully reportable, providing insights into open and read rates.
Integration with Collaboration Tools
LivePro integrates seamlessly with tools like Microsoft Teams, allowing users to search knowledge directly within Teams and send articles to other team members. It also integrates with Salesforce and Microsoft Dynamics, enabling users to find knowledge without leaving their CRM screens. These integrations ensure that knowledge is easily accessible and consistent across different platforms.
AI-Enhanced Agent Assist
LivePro’s AI-enhanced Agent Assist feature generates AI-driven answers and summaries in real-time as customers interact via voice or chatbot. This significantly reduces the workload on customer service agents and enhances efficiency. The system also includes advanced PII redaction technologies to ensure the safe and effective deployment of AI solutions without risking sensitive customer data.
Knowledge Governance and Version Control
LivePro offers automated processes for authoring, reviewing, and approving knowledge. It provides a full history of knowledge changes, allowing users to reinstate previous versions in seconds. The system also allows for role management, controlling who has access to what information, and flags content for regular periodic review to ensure it remains up to date.
Customizable Dashboards and Reporting
LivePro provides customizable knowledge dashboards and reporting tools that offer insights into how knowledge is being used. These dashboards allow users to curate the insights that matter most to their organization and export reports in moments for monthly analysis.
These features collectively enhance the efficiency, accuracy, and engagement of customer service agents, while ensuring that the knowledge management system is both user-friendly and compliant with regulatory requirements.
LivePro - Performance and Accuracy
Performance
LivePro demonstrates strong performance in several areas:Speed and Efficiency
LivePro’s AI-enhanced smart search delivers fast and accurate results, reducing the time agents need to find answers. For instance, Datacom saw a 17% reduction in Average Handling Time (AHT) and a significant increase in speed to competency after implementing LivePro.Agent Confidence and Competency
The system enables new agents to perform better quickly, as seen in the case of Avant Mutual and a health insurance company, where new starters using LivePro outperformed existing staff using the old system.Customer Satisfaction
LivePro has led to improved customer satisfaction scores. For example, a healthcare company reported a 276% increase in Net Promoter Score (NPS) and a 9.4% increase in Customer Satisfaction (CSAT) scores after implementing LivePro.Accuracy
Accuracy is a critical component of LivePro’s offerings:Approved and Up-to-Date Answers
LivePro ensures that all knowledge is approved and up-to-date through its authoring workflow, version control, and periodic review features. This guarantees that agents and customers receive accurate information.AI-Driven Answers
The system uses generative AI to provide accurate and instant answers, which is particularly beneficial in real-time customer interactions via voice or chatbot. This reduces the workload on agents and enhances efficiency.Feedback Mechanisms
LivePro allows agents and customers to provide feedback on the relevance of answers, helping to identify and fill knowledge gaps and maintain high accuracy levels.Limitations and Areas for Improvement
While LivePro is highly regarded, there are a few areas to consider:Integration Dependencies
While LivePro integrates well with various systems like Salesforce, Genesys Cloud, and Zendesk, the effectiveness of these integrations can depend on the specific setup and existing infrastructure of the organization. Ensuring seamless integration might require some initial setup and customization.Continuous Improvement
Like any AI-driven system, LivePro relies on continuous feedback and updates to maintain its accuracy and relevance. Organizations must actively engage in providing feedback and updating the knowledge base to ensure it remains effective.Regulatory Compliance
While LivePro has advanced features for compliance, such as PII redaction, ensuring full compliance with all regulatory requirements may still require ongoing monitoring and updates, especially in highly regulated industries.Engagement
LivePro fosters high engagement among agents and customers:User-Friendly Interface
The system is praised for its ease of use, which has led to high agent engagement. For example, a BPO reported that 98% of agents found LivePro made their job easier, and over 90% felt confident using the system within the first two weeks.Feedback and Analytics
LivePro’s analytics tools and feedback mechanisms help organizations identify areas of improvement and make necessary adjustments, which can further enhance user engagement. In summary, LivePro excels in performance and accuracy, particularly through its AI-enhanced search, approved knowledge workflows, and strong integration capabilities. While it has mechanisms in place to ensure continuous improvement and compliance, ongoing feedback and monitoring are essential to maintain its effectiveness. LivePro - Pricing and Plans
LivePro Pricing Structure
LivePro offers a structured pricing structure for its knowledge management solution, catering to various business sizes and needs. Here are the details of the different plans and their features:
Flex Plan
Ideal for:
Small and growing contact centers.
Features:
- Standard workflow
- AI-assisted search
- Standard reports
- The Rocket (LivePro’s answer bot)
- Announcements
- Knowledge Articles
- Process Guidance
- Decision Guidance Tool
- Profiles for staff and suppliers
- Knowledge Authoring
- Premade styles and templates
- Simple WYSIWYG editor
- Drag and drop decision guidance authoring
- Standard role-based permissions
- Feedback workflow management
- Version control and visual version comparison
- Automated review date reminders
- Scheduled publication
- Limited storage.
Premium Plan
Ideal for:
Medium to large contact centers (50 agents).
Features:
- Everything included in the Flex Plan
- Customizable reports
- Customizable workflow
- Single Sign-On (SSO) with ADFS, Okta, SAML, Azure
- Ongoing support by trained Knowledge Experts
- Fully customizable permissions
- Unlimited storage
- Integration with other analytics packages (though this is more fully featured in the Enterprise plan).
Enterprise Plan
Ideal for:
Large contact centers and multi-channel self-serve options.
Features:
- Everything included in the Premium Plan
- Integration with other analytics packages
- APIs
- Free out-of-the-box integrations
- Implementation Package included (which includes CX Knowledge Author Training, best practice site configuration assistance, and user engagement strategies)
- SOC2 and HIPAA accreditation
- Data sovereignty
- Unlimited storage.
Implementation Options
LivePro offers flexible implementation options to suit different business needs:
- Guided Implementation Pack: Includes 2 days of upfront training, team setup, and a structured roll-out plan.
- Self-Guided Option: Free and suitable for those who prefer to set up the system independently.
- Knowledge Authoring Assistance: Available as part of the enablement package for those short on time or resources.
Additional Notes
- Scalability: LivePro allows you to add or remove users at any time, making it scalable with your business needs.
- Support: Highly qualified local consultants are available for phone, email, and online support.
- Special Pricing: Available for non-profit organizations upon request.
For precise pricing details, it is recommended to get a quote directly from LivePro, as the pricing structure may vary based on specific requirements and regions.
LivePro - Integration and Compatibility
Integration with Customer Service Platforms
LivePro integrates with several prominent customer service and contact center platforms. For instance, it integrates with Genesys Cloud, allowing agents to access knowledge directly within the Genesys Agent Desktop. This integration includes features like single sign-on, role management controls, smart knowledge delivery based on IVR selections, and a feedback function from agents to administrators.
Similarly, LivePro integrates with NICE CXone, providing agents with contextual knowledge via a workspace panel, ensuring they have the necessary information to handle customer interactions efficiently.
Integration with CRM and Support Ticketing Systems
LivePro is compatible with Salesforce, enabling users to search for knowledge articles without leaving the Salesforce application. Relevant knowledge articles can be pre-populated based on specific attributes in customer cases, records, accounts, or opportunities.
It also integrates with Zendesk, allowing the incident type to be passed through so the correct knowledge object can be found to resolve the ticket. The LivePro window is embedded alongside the Zendesk ticket, making it easy for teams to find knowledge without leaving the Zendesk interface.
Integration with Communication Tools
LivePro integrates with Microsoft Teams, enabling users to search for knowledge directly within Teams and send articles to other team members. Any announcements received in LivePro trigger notifications through Teams, ensuring users are always updated on organizational changes.
Integration with Other Applications
LivePro also integrates with Microsoft Dynamics, allowing users to find knowledge directly within the CRM screen. This integration automatically pops relevant articles based on customer data, records, accounts, and opportunities.
Additionally, LivePro supports integration with websites, connecting the verified knowledge base straight to the website via a simple API connection. This allows for maintaining branding and choosing where and how knowledge is displayed to customers, staff, partners, and stakeholders.
API and Custom Integrations
LivePro offers a simple Application Programming Interface (API) that enables custom integrations with various applications. If a specific system is not listed, LivePro encourages users to request the integration, and they will work to make it happen.
Compatibility Across Devices and Platforms
LivePro ensures compatibility across different devices and platforms by providing a unified source of truth. It supports single sign-on within one platform, allowing access to all the knowledge, data, and tools needed to deliver exceptional customer experiences. This consistency ensures answers are easy to find and share, and are consistent across all channels.
In summary, LivePro’s integrations are designed to streamline workflows, reduce the time agents spend searching for information, and enhance overall customer satisfaction by providing quick and accurate answers across various platforms and devices.
LivePro - Customer Support and Resources
LivePro Customer Support Overview
LivePro offers a comprehensive suite of customer support options and additional resources, particularly in its AI-driven knowledge management and customer service solutions.Customer Support Options
LivePro provides multiple channels for customer support to ensure that users’ needs are met efficiently:Phone Support
Users can contact LivePro via phone for immediate assistance.
Email Support
Support is also available through email, allowing users to send detailed queries.
Chat Support
Live chat options are available, providing real-time support.
Video Call Support
For more in-depth issues, video call support is an option, ensuring face-to-face interaction when needed.
Knowledge Management System
LivePro’s knowledge management system is a central hub that delivers approved, up-to-date answers to both agents and customers. This system:Single Source of Truth
All information is stored in one knowledge base, ensuring consistency and accuracy across all channels.
AI-Assisted Search
The system uses AI to enhance search capabilities, making it easier for agents and customers to find the right answers quickly.
Self-Service Solutions
LivePro’s self-service solutions empower customers to find answers on their own:Web-Answers Integration
This feature allows customers to access the same accurate answers on the company website as they would through the contact center, using a simple API integration.
Smart Search
The smart search function makes it easy for customers to find their own answers quickly, reducing the need for agent intervention.
Training and Efficiency
LivePro helps in training new agents efficiently:Quick Onboarding
New starters can perform significantly better and faster with LivePro compared to older systems, reducing the time to competency from 12 months to just 2 months.
Compliance and Governance
The platform ensures compliance and governance, which are critical for maintaining customer trust:PII Redaction
LivePro integrates advanced technologies to redact Personally Identifiable Information (PII), ensuring that sensitive customer data is protected and regulatory compliance is maintained.
Control Over Knowledge
Users have full control over what knowledge is made available to the public and what remains confidential, preventing accidental sharing of confidential information.
Performance Metrics and ROI
LivePro provides tools to measure performance and calculate ROI:Improved Metrics
Users have seen significant improvements in Net Promoter Score (NPS), Customer Satisfaction (CSAT), and reductions in ex-gratia payouts. These improvements can practically pay for the system within a short period.
ROI Calculation
LivePro offers tools to help organizations see the potential ROI by using their system to cut contact center costs.
Conclusion
Overall, LivePro’s customer support options and resources are designed to enhance customer interactions, improve agent efficiency, and ensure compliance, all while providing a clear path to measuring and improving performance. LivePro - Pros and Cons
Advantages of LivePro in the Collaboration Tools AI-driven Product Category
LivePro offers several significant advantages that make it a valuable tool for knowledge management and collaboration:Enhanced Communication and Accessibility
- LivePro integrates seamlessly with Microsoft Teams, allowing users to search, share answers, receive announcements, and interact with the LivePro Bot without switching screens.
- The platform provides various formats for delivering information, such as Announcements, Document Notes, Work Instructions, and the “Rocket” bot, ensuring that users get accurate and relevant answers quickly.
Increased Productivity
- LivePro’s Work Instructions tool guides users through complex processes step-by-step, minimizing training time and ensuring consistent answers. Advanced users can skip steps using a dropdown menu.
- The “Rocket” bot transforms complex policies into simple questions, reducing response and training times and eliminating ambiguity and errors.
Streamlined Knowledge Management
- LivePro uses AI-driven hybrid search to find relevant answers quickly, with search scores and summaries to identify knowledge at a glance.
- The platform allows for decentralized authoring, managing the entire authoring, approval, and publishing process through workflows. This ensures that knowledge is captured from all areas of the business and is always up-to-date.
Security and Governance
- LivePro provides full visibility on changes and responses to feedback, with the ability to reinstate previous versions of knowledge in seconds. It also automates the process of authoring, reviewing, and approving knowledge.
- The platform offers complete control over access to information, allowing administrators to create and manage roles for varied levels of access.
Analytics and Insights
- LivePro offers customizable knowledge dashboards and reporting tools, providing insights into how knowledge is being used. This includes unique customer insights and trending searches, which can inform knowledge and customer experience strategies.
Disadvantages of LivePro
While LivePro offers many benefits, there are some potential drawbacks to consider:Technical Requirements
- To use LivePro, users need to have an active account, which may require additional setup and potentially a discovery call for new customers.
Data Security Concerns
- Like other online collaboration tools, LivePro involves sending data over the internet and accessing personal information, which can raise concerns about data security and privacy. However, LivePro emphasizes world-class security measures.
Learning Curve
- Although LivePro provides guided walkthroughs and training, there may still be a learning curve for some users, particularly those who are not familiar with AI-driven collaboration tools.
Dependence on Technology
- As with any online tool, technical difficulties such as internet connectivity issues or software compatibility problems can impede the use of LivePro. This highlights the need for reliable infrastructure and support.
LivePro - Comparison with Competitors
Unique Features of LivePro
- Smart Knowledge Delivery: LivePro uses AI to deliver contextual knowledge directly to agents based on factors like the subject line of an email or IVR selections. This ensures agents have the right information at the right time, enhancing their ability to answer customer questions quickly and accurately.
- Role Management and Single Sign-On: LivePro offers role management controls, allowing administrators to restrict the knowledge that agents can view. It also supports single sign-on, making it easy for users to access all necessary tools and data within one platform.
- Work Instructions and Rocket Bot: LivePro’s Work Instructions provide step-by-step process guides to ensure consistent and precise answers. The Rocket bot is a dynamic decision-making tool that turns novices into experts by guiding them through a series of questions to find the perfect answer.
- Integrations: LivePro integrates seamlessly with various applications such as Genesys Cloud, Salesforce, Zendesk, Microsoft Teams, and Microsoft Dynamics, allowing users to access knowledge articles without leaving their primary work environment.
Potential Alternatives
Document360
- Document360 is highly praised for its ease of use and comprehensive documentation. It allows users to maintain and create a knowledge base easily, with features like tutorial videos and complete documentation. It is highly recommended by users, with 99.5% recommending the product.
- Unlike LivePro, Document360 focuses more on creating and maintaining a knowledge base rather than integrating with multiple customer service platforms.
ProProfs Knowledge Base
- ProProfs Knowledge Base is known for improving employee collaboration and knowledge sharing. It is user-friendly and allows employees to collaborate with minimal hassle. It has an 88.3% user recommendation rate.
- ProProfs is more focused on internal knowledge sharing and collaboration, whereas LivePro is heavily integrated with customer service tools.
MindTouch
- MindTouch is a customer experience management platform with strong content management and help authoring capabilities. It is optimized for building knowledge bases for both customer self-service and agent assistance.
- MindTouch has a stronger focus on content management and help authoring, which might be more suitable for organizations needing detailed documentation and self-service options.
Guru
- Guru is an AI-driven knowledge management platform that integrates with tools organizations already use. It helps users find information across any app and proactively identifies knowledge gaps. Guru also supports translation into 100 languages.
- Guru’s integration with existing tools and its proactive identification of knowledge gaps make it a strong alternative, especially for organizations with diverse language needs.
ServiceNow ITSM
- ServiceNow ITSM offers a comprehensive IT service management solution with knowledge management, issue tracking, and problem resolution modules. It is built on the ServiceNow Now Platform and supports various IT service management functions.
- ServiceNow ITSM is more geared towards IT service management rather than general customer service and knowledge management, but it does offer robust knowledge management features.
Conclusion
LivePro stands out with its AI-driven smart knowledge delivery, extensive integrations, and user-friendly tools like Work Instructions and the Rocket bot. However, depending on the specific needs of an organization, alternatives like Document360, ProProfs Knowledge Base, MindTouch, Guru, and ServiceNow ITSM may offer more specialized features that could be more suitable. For example, if an organization needs strong content management and self-service capabilities, MindTouch might be a better fit. If the focus is on internal knowledge sharing and collaboration, ProProfs Knowledge Base could be more appropriate. LivePro - Frequently Asked Questions
Frequently Asked Questions about livepro
Does livepro include training costs in its pricing?
livepro offers various implementation options, including a guided implementation pack that covers 2 days of upfront training. This training is part of the implementation package and is designed to set up your team, train them, and help structure a roll-out plan. However, the cost of this training is included in the overall implementation package, not as a separate fee.How long does it take to implement the livepro system?
The implementation time for livepro can vary depending on the specific needs of your business. While some clients have rolled out the system to their teams in just a few days, the implementation plan is customized to fit your business objectives. livepro works closely with your team to determine the best approach.Can I add or remove users from livepro at any time?
Yes, you can add or remove users from livepro at any time. The system is scalable and allows you to adjust the number of users according to your business needs.Is livepro a cloud-based system, and does it require any downloads?
livepro is a cloud-based knowledge management system, which means you do not need to download any software. Once you have your URL set up, you are ready to go.How does livepro handle user roles and permissions?
livepro allows you to create and manage roles with varied levels of access. You can assign roles and permissions so that staff can only do what you want them to and can only view what you want them to. This ensures complete control over who has access to what information.What kind of support does livepro offer?
livepro provides world-class support through phone, email, chat, and video-call options. Additionally, the system includes in-app guided walkthroughs to help you learn the ins and outs of livepro.How does livepro help with knowledge authoring and approval?
livepro makes knowledge authoring easy with pre-designed templates and a straightforward drag-and-drop editor. The system also manages the entire authoring, approval, and publishing process, allowing you to prepare and have knowledge approved and ready to publish in advance.Can livepro integrate with other business systems?
Yes, livepro can integrate with other business systems. It offers API and Single Sign-On (SSO) capabilities that make it easy to slot into your existing tech setup. You may need to involve your IT team for these integrations.How does livepro ensure knowledge is up-to-date?
livepro allows you to flag content for regular periodic review, ensuring that your content is always up to date. You can also set knowledge to expire at a certain time, and the system provides a full history of changes made to the knowledge base.What kind of business insights does livepro provide?
livepro offers various business insights, including what knowledge is being accessed, the top knowledge items, feedback provided, and who is reading important announcements. This helps in monitoring and improving the effectiveness of your knowledge management.How does livepro enhance collaboration and community within a team?
livepro fosters community and collaboration by allowing for individualized user profiles and group topical information in Hubs for quick access to all resources on a certain subject. The system also includes features like Announcements and the Rocket answer bot to keep agents informed and engaged. LivePro - Conclusion and Recommendation
Final Assessment of LivePro in the Collaboration Tools AI-driven Product Category
LivePro is a comprehensive Knowledge Management System that integrates seamlessly with various customer service and collaboration tools, making it an invaluable asset for organizations seeking to enhance their customer service and internal communication.Key Features and Benefits
Integration Capabilities
LivePro integrates with popular platforms such as Genesys Cloud, Microsoft Teams, Salesforce, and Zendesk. This allows agents to access knowledge articles directly within their familiar work environments, reducing the time spent searching for information and improving response accuracy.
Smart Knowledge Delivery
The system uses smart search and decision trees to provide agents with the most relevant information based on the context of the customer’s query. For example, it can automatically present knowledge articles based on the IVR selections the customer used, ensuring agents are well-prepared to handle the interaction.
Process Guidance and Work Instructions
LivePro offers work instructions and document notes that provide clear, step-by-step guides on how to complete tasks and procedures. This ensures precision and consistency in handling customer queries and internal processes.
Feedback and Announcements
The system includes a feedback function for agents to communicate with administrators and an announcement feature that ensures all users are informed about important updates, which is particularly useful for compliance purposes.
Who Would Benefit Most
LivePro is particularly beneficial for customer service teams, support agents, and any organization that relies heavily on providing accurate and timely information to customers. Here are some key beneficiaries:Customer Service Teams
By integrating with their existing tools, LivePro helps agents respond quickly and accurately to customer queries, enhancing the overall customer experience.
Support Agents
The smart knowledge delivery and process guidance features empower agents to handle complex issues efficiently, reducing training times and improving job satisfaction.
Organizations with Multiple Customer Channels
Companies that use various customer service platforms (e.g., Genesys Cloud, Salesforce, Zendesk) can consolidate their knowledge management into one accessible system.
Overall Recommendation
LivePro is highly recommended for organizations looking to streamline their knowledge management and improve customer service efficiency. Here’s why:Enhanced Customer Experience
By providing agents with the right information at the right time, LivePro helps in delivering accurate and quick responses to customer queries, leading to higher customer satisfaction.
Increased Efficiency
The integration with existing tools and smart knowledge delivery features reduce the time agents spend searching for information, allowing them to handle more queries effectively.
Improved Consistency
The use of work instructions and decision trees ensures that processes are followed consistently, reducing errors and improving overall performance.
In summary, LivePro is a powerful tool that can significantly enhance the efficiency and effectiveness of customer service operations by providing contextual knowledge and streamlining internal processes. It is an excellent choice for any organization aiming to improve its customer service and internal collaboration.