Liverpool City Council empowers customer service team with a single, searchable source of truth

With livepro providing a single, searchable source of up-to-date knowledge, the customer service team now has the tools to resolve calls quickly and accurately. Anna said: “Staff satisfaction has been a big reward from this project. They’ve become confident in the knowledge they’re sharing with customers. Our customers are also enjoying major benefits, with the quality, speed, and consistency of customer service improving significantly.” The new system is helping the customer service team confidently resolve customer inquiries at the first point of contact. What’s more, livepro’s ease of use has taken all of the complexity out of staff training, cutting the onboarding process for new customer service representatives from 26 weeks to just four weeks. And livepro isn’t just improving existing services, it’s also empowering the Council to help Liverpool residents in new ways. Unprecedented mobility has enabled Liverpool City Council to deploy livepro at its mobile Mayoral office. The Council is currently planning to roll out the system to other citizen-facing centers beyond the customer service space.