
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…..
WDRC utilise livepro to provide exceptional customer service & support the local community during high call volumes
WDRC utilise livepro to provide exceptional customer service & support the local community during high call volumes
industry
Decrease in training time
Decrease in call times
Decrease in call queue times
The Challenge
The Customer Contact Centre (CCC) Team is the face of Western Downs Regional Council. Ensuring that the CCC Team can deliver accurate information in a timely fashion is critical to upholding the Council’s standing in the community. However, an outdated approach to knowledge management was impacting the team’s effectiveness.
To find the answers to customer queries, contact officers juggled multiple systems, reference books, fact sheets, sticky notes – and often had to simply rely on the memories of longer-serving staff. This led to high call resolution times, lengthy queues, and inconsistent answers across the board.
The Objectives
In 2020, the CCC Team committed to a new vision:
To proactively pursue exceptional experiences for customers. With this goal in mind, the team set out to find a new solution that would yield greater efficiency, consistency and help them deliver an overall superior service to internal and external customers. Before long, the team found its answer – livepro.
livepro promised to empower the Council with a comprehensive suite of knowledge management features, including:
The Outcome
The Council’s livepro soft launch came just in time – coinciding with the February 2020 floods! “With infrastructure teams stretched thin, roads damaged, and creeks over-flowing, our community and travelers panicked. livepro was the single tool the CCC Team relied on. It allowed smooth and efficient customer service delivery – ensuring citizens had the right information and requests were directed to the right places quickly”.
Hot off the heels of the floods, the COVID 19 pandemic gave the CCC Team little time to catch their breath. livepro was fully implemented in the midst of the lock-down, providing front-line staff with invaluable access to information, new process instructions, and critical announcements.
Despite the challenging circumstances and an 11% spike in call volumes, the team has managed to cut call times by over 4% and queue times by 11%.
Easy access to accurate, centralised knowledge has helped boost team morale and confidence, reducing frustration during these stressful times of increased call volumes and unprecedented challenges. To top that off livepro has helped break down silos and improve the CCC Team’s relationships with other departments by fostering a mutual understanding of roles, challenges, and processes.
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