
Empowering Customers Through a Self-Service Strategy
A self-service strategy that helps customers help themselves not only benefits your business’ bottom line, but also increases customer satisfaction.
Platform
Designed for Contact Centers by people who understand Contact Centers
Provide your customers with answers – not long documents to read and interpret. livepro delivers answers
Deliver answers by livepro, through any of your trusted Customer Service or Collaboration apps.
Features that take the guesswork from finding the right answers
Implementation
We have a near perfect success rate because we adjust our Implementation plan to your environment
Deliver answers through nearly any App using livepro simple API
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FEATURED RESOURCES
Empowering Customers Through a Self-Service Strategy
A self-service strategy that helps customers help themselves not only benefits your business’ bottom line, but also increases customer satisfaction.
How Do You Develop a Knowledge Management Strategy
A Knowledge Management strategy is an actionable plan to help organizations manage and centralize knowledge to enhance performance, provide a competitive industrial edge, and increase product quality.
5 Ways to Cut Contact Center Costs
In 2021 customer experience is more important than ever. According to a recent report by PWC, 73% of customers are making buying decisions based on Customer Experience while 86% of customers admitted that they don’t mind paying more for a high-quality customer service…..
Featured resources
Empowering Customers Through a Self-Service Strategy
A self-service strategy that helps customers help themselves not only benefits your business’ bottom line, but also increases customer satisfaction.
How Do You Develop a Knowledge Management Strategy
A Knowledge Management strategy is an actionable plan to help organizations manage and centralize knowledge to enhance performance, provide a competitive industrial edge, and increase product quality.
5 Ways to Cut Contact Center Costs
In 2021 customer experience is more important than ever. According to a recent report by PWC, 73% of customers are making buying decisions based on Customer Experience while 86% of customers admitted that they don’t mind paying more for a high-quality customer service…..
RAA accelerates speed-to-competency by 40% with livepro
RAA accelerates speed-to-competency by 40% with livepro
industry
Decrease in calls to the help desk
Knowledge is accurate & up to date
The Challenge
RAA is one of South Australia’s largest organisations, delivering motor, home and travel insurance to over 750,000 members. The 260 front-line staff must be equipped to handle an immense spectrum of member needs and be kept up to date with regulatory changes within the insurance sector. To meet these requirements, staff initially relied on a basic file manager for knowledge management. However, information was laid out inconsistently, with neither version control, nor effective search functionality. These limitations were starting to be reflected in performance metrics and staff engagement surveys.
The Objectives
The business case for a new Knowledge Management System was centered around enhancing the member experience with improved first call resolution and speed to answer. The company set out to find a Knowledge Management System that could help:
livepro was the perfect answer, equipping RAA with the capabilities to modernise member service for both members and staff. RAA quickly began livepro implementation, reviewing and rewriting all its processes and knowledge to ensure the new system contained nothing but best practices.
The Outcome
livepro has completely transformed the front-line employee experience, and the latest staff engagement survey results speak for themselves:
This improved staff engagement is translating directly into a better member experience, and RAA is seeing a significant increase in first call resolutions.
The ease with which front-line staff can find information in livepro has led to a 22% drop in calls to the Help Desk, as well as a 40% increase in speed-to-competency for new hires. 68% of our front-line staff either agree or strongly agree that they are calling their internal help desk less regularly. Additionally, when travel was disrupted because of the COVID 19 pandemic, livepro’s usability enabled RAA to up skill travel agents into road service and Insurance specialists in a matter of weeks.
We’ve seen a lot more of our staff not just becoming competent in training, but confident when they actually hit the front-line with livepro at their hands
Matt Auld
More case studies
Delight customers with fast, correct answers in any channel from one knowledge base
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