All features & functionality

 All features & functionality    

All features &

functionality

Features that take the guesswork from finding the right ANSWERS

Knowledge Articles

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Announcements/Alerts

Announcements are quick updates that keep agents in the loop without needing to leave their screens. They’re timed, meaning they are only available while relevant – keeping email inboxes free from clutter.

Answer Articles

Simple, straight-to-the-point answers that are quick to find, in clear formatting, and available at conversational speeds.

Process Guidance

Minimize training with livepro’s Work Instructions tool. It easily walks novice users through complex processes step-by-step to ensure consistent answers every single time. More advanced users can skip steps using the dropdown menu.

Decision Guidance Tool (The Rocket)

The Rocket is our intuitive answer bot. A dynamic decision-making tool that turns novices into experts. Simply select your first answer, and a series of new questions will appear based on each new response given. The Rocket cuts through complexity and ensures accuracy every time.

Profiles – Staff and Suppliers

Foster community, and collaboration and allow for individualized experiences with user-configurable profiles.

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Once the rocket (livepro decision making tool) was implemented, we were able to see a 10% increase in resolved cases and a positive improvement of 20% on our CSAT question "was your issue resolved"
Global Health Company
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Knowledge Navigation

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Smart Search

Our search is smart. Built to find the perfect answer in no time at all. Search scores help determine result relevance, and summaries help identify knowledge at a glance.

Easy to Manage Categories

Store your knowledge in categories so that everything is easy to find and update.

Hubs

Group topical information in Hubs for quick access to all resources on a certain subject.

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In livepro we currently have 500 knowledge articles for agents and about 100 of those articles are accessible to customers via our website. We run regular reports on what customers are searching for on the website, which helps us identify gaps or trending topics. It's been a very positive experience!
Nathan Gould, Customer Communications Lead Essential Energy
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Knowledge Authoring

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Premade Styles and Templates

Author beautiful and functional knowledge in minutes with our pre-designed templates.

Simple WSIWYG editor

Create beautiful, clear, and concise knowledge articles in minutes in our easy-to-use visual editor.

Drag and drop decision guidance authoring

Creating complex decision trees is simple with a straightforward drag-and-drop editor.

Simple to use templates for process guidance

Author easy-to-follow processes guidance in minutes using premade and styled templates.

Tuition from knowledge authoring experts

Learn best practices and how to make the most out of the system with training from livepro experts.

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61% reduction in the time it took to find content”
Government
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Knowledge Governance

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Feedback Workflow Management

Automate who receives and manages feedback. Full visibility on changes and responses to feedback to the original poster and KM department.

Version Control

A full history of your knowledge. Who, when, and what was changed. Reinstate a previous version in seconds.

Visual Version Comparison

A previous version in seconds.

Knowledge article workflow package (standard for flex, customisable for others)
  • Automated process, author, review and approve knowledge

Decentralize authoring to capture knowledge from any area of the business. Workflow helps manage the entire authoring, approval, and publishing process.

Role-based Permissions

Allows for complete control over who has access to what information. Create and manage roles for varied levels of access.

Authored Content Review

Knowledge Managers have the ability to send articles to SMEs for comment, with a full audit trail on all tracked changes.

Automated Review Date Reminders

Flag your content for regular periodic review, this makes it easy for you to ensure your content is always up to date.

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.

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livepro had a fantastic governance package that our previous knowledge solution didn't. In particular, the fact that knowledge is always assigned an owner and the option to set regular reviews within the system was what sold it for us.
Operations Manager
Major BPO
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Insights

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Award winning dashboards

Gain a deeper understanding of how your knowledge is being used in minutes with easy-to-read knowledge dashboards.

Customisable dashboards - enterprise

Curate the insights that matter most to your organization with customizable knowledge dashboards.

Knowledge Analytics

Learn unique customer insights and trending searches with our custom reporting dashboards and analytics. Everything in livepro is fully reportable, from the knowledge itself to the way it is accessed.

Extensive standard reporting suite

Run reports and delve deeper into the data livepro gains to help inform your knowledge and CX strategies. Export in moments for monthly reports.

Integration to third party analytics package - enterprise

Integrate with your existing external reporting suites to see how your knowledge impacts other areas of the business.

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livepro's dashboards and pre-made reports make our monthly meetings a breeze. The option to just export the latest data really helps me showcase the benefits to the greater management team.
Insurance Organization
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User Engagement

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Support

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Award Winning Support Team for One-on-One Assistance – (Premium+ only)

Connect one on one with livepro’s world-class support analysts to work through any issue, big or small.

Simple to Follow Help Articles

In-depth and easy-to-follow knowledge articles that take you through common authoring and admin questions with step-by-step instructions and gifs.

Free Best Practice Webinars

Regular webinars hosted by the livepro experts to refresh your understanding and inspire new knowledge management ideas.

Free Annual Best Practice Knowledge Forums

The much loved annual livepro CX KM Forum is the highlight of the year for our customers. Enjoy FREE attendance at these events to see what your peers are doing and where KM is headed.

Phone & Email Support

livepro’s support is world-class. Phone, email, chat, and video-call options ensure your needs are met.

Access to Online Knowledge Community

Connect with your peers online and rely on the livepro community brains trust for ideas on your own Knowledge Management system!

Short How-to Videos

Explore and learn at your own pace with a full library of short how-to videos.

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Not only were the livepro team available to help us with any support requirements we had, they were easy to deal with and delivered on what they promised
Local Government Agency
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Team branding

Give creative control and a sense of ownership to the team with their new knowledge tool by allowing them to name it and design the look and feel using livepro’s team branding tools.

Quizzes

Ensure agent comprehension with Quiz. It’s a fun way to make sure that everybody understands new policy updates or major changes.

Favourites

Users can save their favorite knowledge objects to further personalize their livepro experience.

Easy User Feedback

A great avenue for your team to contribute to the continuous improvement of knowledge.

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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.
Chris Nugent, Contact Center Manager
MAS National
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Implementation Package

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CX Knowledge Author Training

Start your journey off on the right foot with training from livepro’s in-house Knowledge Management experts. See more on implementation options.

Best Practice Site Configuration Assistance

Set up for success and configure your new knowledge management tool in line with industry best practices with guidance from livepro’s helpful CX Experts.

User Engagement Strategies

Ensure great user adoption and project success with proven user engagement strategies.

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Just wanted to say a very big thank you for your assistance with implementing livepro. Your team has gone above and beyond, and we were so impressed with the training provided.
Project Manager
Government Organization
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Connectivity

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Integrations

Integrate seamlessly with your existing CX suite.

API

Options are limitless with livepro’s open API. Display answers anywhere.

Single Sign-On

Accessing answers is even easier for agents with SSO.

Customer Self-Service

Use the same knowledge base your agents use for customers via your website.

Integration to Third Party Analytics Package

Even deeper insights across multiple platforms by integrating livepro into your existing analytics package.

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We designed knowledge templates where content could be presented both internal and external, to agents and customers using the same article. We did this through the use of the API, tags and CSS.
Customer Contact Lead
Utilities Provider
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Technical & Security

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Safeguard your information with the right security and technology that’s easy to use and manage.

Don't see the feature you are looking for here?

We are pretty certain we have it.

Announcements/Alerts

Announcements are quick updates that keep agents in the loop without needing to leave their screens. They’re timed, meaning they are only available while relevant – keeping email inboxes free from clutter.

Answer Articles

Simple, straight-to-the-point answers that are quick to find, in clear formatting, and available at conversational speeds.

Process Guidance

Minimize training with livepro’s Work Instructions tool. It easily walks novice users through complex processes step-by-step to ensure consistent answers every single time. More advanced users can skip steps using the dropdown menu.

Decision Guidance Tool (The Rocket)

The Rocket is our intuitive answer bot. A dynamic decision-making tool that turns novices into experts. Simply select your first answer, and a series of new questions will appear based on each new response given. The Rocket cuts through complexity and ensures accuracy every time.

Profiles – Staff and Suppliers

Foster community, and collaboration and allow for individualized experiences with user-configurable profiles.

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Once the rocket (livepro decision making tool) was implemented, we were able to see a 10% increase in resolved cases and a positive improvement of 20% on our CSAT question “was your issue resolved”
Global Health Company
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The web answers add-on allows your customers to serve themselves and access knowledge you select directly from your website.

Seamlessly integrates with the look and feel of your existing website and applications

Hosted by your organisation, allowing more control over how information is presented

Sync your knowledge & connect it to your site in minutes

Advanced authoring and user options – you choose what the customer sees

Federated search functionality. livepro searches website and knowledge base

Allows you to build your own integrations

Easy to use and online training videos available to get the team started now with minimal training

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Common email correspondence has been templated, allowing officers to complete tasks more efficiently – down from approximately 7 minutes to 3 minutes for each task, that’s a whopping 42% quicker”
Government
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We care about the security of your knowledge so we go out of our way to make sure it is world class and independently verified.

All servers are hosted within our own secure Virtual Private Cloud (VPC) at Amazon which is fully managed by livepro experts

Every server and Load Balancer created is assigned to a Security Group. Security Groups allow an Access Control List to secure the infrastructure and only allow traffic through the ports relevant to the role of that server

All infrastructure is regularly patched and updated

All databases require individual logins from their respective livepro installations; no client can access other client data

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61% reduction in the time it took to find content”
Government
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Make life easier for every department

Feedback & Rating

A great avenue for your team to contribute to the continuous improvement of knowledge.

Categories

Store your knowledge in categories so that everything is easy to find and update.

Technology

Cloud-based application with an API and SSO that slots easily into your existing tech setup.

User Configurable Profiles

Foster community, collaboration and allow for individualised experiences with user configurable profiles.

Permissions

Allows for complete control over who has access to what information. 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.

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

Decentralise authoring to capture knowledge from any area of the business. Workflow helps manage the entire authoring, approval and publishing process.

Favorites

Users can save their favorite knowledge objects to further personalise their livepro experience.

Ready-made Templates

Author beautiful and functional knowledge in minutes with our pre designed templates.

Quiz

Ensure agent comprehension with Quiz. It’s a fun way to make sure that everybody understands new policy updates or major changes.

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 help you learn and share best practice tips in livepro.

livepro University

Become a Knowledge Management Expert with livepro University’s instructional videos course.

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It was such a relief to work with a company that would listen and learn about our unique product, rather than dictate what they think we need.
Casey Lees
Quality, Improvement & Assist team at Remserv
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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.

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See what your ROI will be by using livepro to cut contact center costs.

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