Global experts in Customer Experience Knowledge Management
Global
experts in Customer Experience Knowledge Management
Global experts in Customer Experience Knowledge Management
Brad Shaw
livepro CEO
“The livepro team is determined to deliver the easiest system to use, the easiest system to manage, and be the easiest people to work with.”
Designed by customer service professionals for customer service professionals
Best-in-class reputation
Always ready to help at no additional cost
Money back if you don’t love our system in the first 12 months
We are passionate about improving customer experience.
Since 2001 livepro has delivered the best Knowledge Management solution to award-winning customer service centers in all major industries including banking & finance, airlines, insurance, superannuation, education, health, and government.
Heather Svendsen
Head of Customer
Experience & Digital
at PetSure
TESTIMONIALS FROM CUSTOMERS
It’s been great working with the whole livepro team. You guys are all brilliant at what you do, passionate and always have a desire to improve which is really refreshing. Having a KM provider that really partners with you and evolves with your growth and strategy is brilliant. So glad we partnered with you!
PetSure
Chris Nugent
Contact Centre Manager
MAS National
TESTIMONIALS FROM CUSTOMERS
Finally, we have a knowledge Management platform that provides us with everything we need to improve the efficiency of the Contact Centre as well as reducing Customer effort. We have seen a reduction in repeat calls and an 80% reduction in SME support needed. Quality scores have increased and the engagement from the team has been brilliant. It was great to work with the livepro team who were so passionate and hands on from day 1 to completion.
MAS National
Libby Ewing-Jarvie
General Manager
Datacom BPO
TESTIMONIALS FROM CUSTOMERS
We are so pleased we chose livepro for our knowledge management. livepro delivered great results and have turned out to be great partners.
Datacom BPO
Our world class team of CX Knowledge
Management experts
Any system you buy will only work as well as the team who is using it. What makes livepro different from all our competitors is we help you optimize the system and teach your team how to author knowledge.
We don’t just drop the system in, we make sure you are able to use it to its full potential—for life.
Natalie Mollica
Solutions Consultant
Tristan Conway
Senior Support Analyst
Oliver Vesey
Customer Success Manager
We are determined to be the easiest people you'll ever work with.
Leadership
Brad Shaw
CEO
Shannon Turner
DIRECTOR OF
GLOBAL MARKETING
Michael Fuz
HEAD OF GLOBAL
CUSTOMER GROWTH
Brooke Fletcher
HEAD OF STRATEGY &
ENABLEMENT - APAC
Lester Bloomberg
HEAD OF DEVELOPMENT
James Walsh
HEAD OF PRODUCT AND CX
Tyler Dixon
SVP CUSTOMER GROWTH
Kristin Sprows
SOLUTIONS CONSULTANT
Built with Agent Engagement in mind.
AI-Assisted Search
livepro’s AI-assisted Search rates and sorts the search results by likelihood of being the correct one.
Modern Intuitive Interface
Have categories structured your way and keep evolving as your team and knowledge grow.
Answers Not Documents
livepro’s templates deliver answers to agents, not long and hard-to-follow documents so they can concentrate on communicating with the customer.
Features Agents Love
The simple-to-use Favorites feature means one click to common answers, and the fun Quiz feature helps check understanding of answers. The Feedback feature makes it so easy for agents to have a say in how the knowledge is presented.
Permissions
Easily manage who has access to what information. Create and manage roles for varied levels of access.
Version Control
See the full history of your knowledge. Know every change and reinstate a previous version in seconds or compare versions on one page.
Scheduled Publication
Prepare and have knowledge approved and ready to publish in advance, at the set time it becomes available to your teams. You can also set it up to expire.
Periodic Review
Flag your content for regular periodic review to ensure your content is always up to date.
Authoring Workflow and Feedback
Decentralize authoring to utilize expertise and feedback response from any area of the business. Workflow helps manage the entire authoring and feedback, approval, and publishing processes.
World Class Dashboards and Extensive Reporting
Dashboards to help manage your knowledge and provide insights into customers’ questions no other system can provide.
Simple to Author and Edit
Our simple-to-use WYSIWYG editor means anybody can manage their knowledge. No programming or HTML is required.
Top Tier Support
livepro’s support is world class. Phone, email, chat, and video-call options ensure your needs are met.
Guided Walkthroughs
Learn the ins and outs of livepro with our in-app guided walkthroughs.
Communities Forum
Our enthusiastic online user community helps you learn and share best practices in livepro.
livepro University
Become a Knowledge Management Expert with livepro University’s instructional videos course.
Enfeeblement with Agent Engagement in Mind
We help you set your system up and help plan for the launch to achieve unheard of user engagement right from day 1.
Customer Experience Knowledge Experts
We don’t just give you a system, we provide training your team will love on how to optimize all of the system features and author with the end user in mind.
Regular Best Practice Webinars
We are determined to help all our clients become experts. Check out our library of Best Practice Webinars.
CX Knowledge Management Forums
Stay up to date with current trends and get insights into how other organizations manage their systems.
AI Assisted Search
livepro’s AI assisted Search rates the search results with % likelihood of being the correct answer with the 100% obviously at the top.
Modern Intuitive Interface
livepro is so easy to configure for Contact Centre staff, so you can have categories structured your way and keep evolving as your team and knowledge evolves.
Answers Not Documents
livepro’s ready made templates delivers the Answers to Agents NOT long hard to follow PDF’s and Word documents so Agents can concentrate on communicating with the customer.
Features Agents Love
The simple to use Favorites feature means one click to common answers AND the fun Quiz feature helps check understanding of answers. The Feedback feature makes it so easy for the Agents to have a say in how the knowledge is presented.
Permissions
Easily manage who has access to what information. Easy to create and manage roles for varied levels of access.
Version Control
A full history of your knowledge. Who, when, and what was changed. Reinstate a previous version in seconds or compare versions on one page.
Scheduled Publication
Prepare and have knowledge approved and ready to publish in advance, at the set time it becomes available to your teams. You can also set it up to expire.
Periodic Review
Flag your content for regular periodic review, this makes it easy for you to ensure your content is always up to date.
Authoring Workflow and Feedback
Decentralize authoring to utilize expertise and feedback response from any area of the business. Workflow helps manage the entire authoring and feedback, approval, and publishing process.
World Class Dashboards and Extensive Reporting
Dashboards to help manage your knowledge and provide insights into customers’ questions no other system can provide.
Simple to Author and Edit
Our simple-to-use WYSIWYG editor means anybody can manage their knowledge. No programming or HTML required
Top Tier Support
livepro’s support is world class. Phone, email, chat and video-call options ensure your needs are met.
Guided Walkthroughs
Learn the ins and outs of livepro with our in-app guided walkthroughs.
Communities Forum
Our enthusiastic online user community helps you learn and share best practice tips in livepro.
livepro University
Become a Knowledge Management Expert with livepro University’s instructional videos course.
Enfeeblement with Agent Engagement in Mind
We help you set your system up and help plan for the launch to achieve unheard of user engagement right from day 1.
Customer Experience Knowledge Experts
We don’t just give you a system, we provide training your team on how to optimize all of the system features AND author with the end user in mind.
Regular Best Practice Webinars
We are determined to help all our clients become experts check out our library of Best Practice Webinars.
CX Knowlegde Management Forums
Keeps our clients up to date with current trends and provides insights into how other organisations manage their systems.
This is why we are always No. 1 for customer support and satisfaction on all of the rating sites:
Feature-rich, yet easy to use
We deliver answers to agents – not long complex documents to dig through. This makes customer service quicker, easier, and more efficient. Staff requires next-to-no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
Answers to even the most complicated customer questions in an instant
With livepro, organizations have reliable answers to even the most complicated customer questions in an instant. livepro is the perfect single source of truth thanks to its easy-to-use, powerful AI-assisted search feature. We are able to deliver quick and consistent answers through any channel the customer seeks information, whether it’s via phone, email, front counter, website, self-service, live chat, or even virtual assistant.
Ask any of our customers
Staff feels self-assured to handle all inquiries, and factors of compliance and risk are minimized thanks to easy-to-follow process guidance. Costs are cut through reduced training time, AHT reduction, and elimination of errors.
Health Care
Contact Center
Since livepro our NPS score increased by 276%, CSAT increased by 9.4% and our ex-gratia payouts are down by 48% - it has practically paid for itself in just 4 months!”
Contact Center Manager
Health Insurance
Compliance training
Employee engagement
The City of Gosnells
Local Government
The City of Gosnells chose livepro above all other knowledge management systems due to the ease of use, advanced features and support offered. They are a very professional organisation that has a wealth of experience in Local Government.”
The City of Gosnells
City of Townsville
Training time
Internal satisfaction
Banking & Finance
Contact Center
We couldn’t be happier with livepro. It’s an essential tool that underpins our commitment to great customer service for our 500,000+ customers.”
General Manager Customer Experience
AHT reduction
Positive staff feedback
Health
Contact Center
Almost immediately, new starters using livepro performed significantly better than existing staff using our old system.”
Change Specialist - Health Insurance
Wrap up time
Speed to competency improved
from 12 months to 2 months
Growing FinTech Company
SMB
We very thoroughly compared livepro to a lot of other solutions on the market, and livepro was by far the best. They ticked all of our boxes and their team are fantastic to work with.”
Growing FinTech Company, 20 Agents
Training time
Time to implement
Utilities
Contact Center
Most customers would prefer to serve themselves. livepro ensured their answers were always easy to understand and up to date.”
CEO - Utilities Company
Medical Insurance
Contact Center
Almost immediately, new starters using livepro performed significantly better than existing staff using our old system.”
Andrea Pepper-Edwards
Change Specialist at Avant Mutual
Wrap up time
Speed to competency improved
from 12 months to 2 months
BPO
As a BPO, we have varied clients, 8 different KMS’s and they all have different operational objectives. We have seen so many fantastic, quantifiable results with livepro – but the one that most warms my heart is agent engagement. In our most recent survey 98% of agents said that livepro has made their job easier, and over 90% felt confident to use the system in the first two weeks which is so great.”
BPO with 19 clients and an international workforce
Time to find knowledge
Improvement in AHT in tenured groups
Mid-sized charity
Finally, we have a knowledge Management platform that provides us with everything we need to improve the efficiency of the Contact Center as well as reducing Customer effort. We have seen a reduction in repeat calls and an 80% reduction in SME support needed. Quality scores have increased and the engagement from the team has been brilliant. It was great to work with the livepro team who were so passionate and hands on from day 1 to completion.
Contact Center Manager at MAS National
Reduction in SME support
Increased in Quality scores
and engagement
Health Care
Contact Center
Since livepro our NPS score increased by 276%, CSAT increased by 9.4% and our ex-gratia payouts are down by 48% - it has practically paid for itself in just 4 months!”
NPS score
CSAT
Highest rating on
Delight customers with fast, correct answers in any channel from one knowledge base
Let us help you deliver the answers to your customers and your agents through any user interface. livepro’s speed brings answers through any channel.
