Customer answers, when and where it matters
Customer answers, when and where
Customer answers, when and
where
it matters
livepro’s knowledge management makes instant experts from rookies, even in a WFA world.
best BPO’s in the world. AND certified ready by the
most trusted independent authority in the world.
Organize knowledge and reduce time and costs substantially
Have agents operational faster than you could imagine
Minimize induction, speed to competency, errors, and staff turnover when your agents have every answer at their fingertips
Fast reliable answers delivered to agents anywhere
Freedom to recruit new team members from any ZIP Code and still deliver the same level of superior service. Larger pools of candidates – no need to go to locations where you have to pay a premium price.
Win more clients
Enhance your proposition to prospective clients by offering the premium solution on the market proven to help deliver superior customer satisfaction AND agent engagement
Designed for the dynamic, fast paced BPO world
Simple to spin up a new instance for urgent campaigns or to provide a demonstration to prospective clients
Improve agent retention
Answers are at their fingertips wherever they want to work. Reduce agent stress and therefore costly high staff turnover.
Maximizing efficiency and savings
Reduced AHT
“Since installing livepro we have reduced AHT from 10 minutes to 6 minutes. That’s a 40% reduction”.
- Medium-sized bank
Reduced hand offs
Doctors Insurance Group 33% reduction in transfers.
Reduced new hire training time
The onboarding process was significantly reduced, going from 3 months to just 2 weeks.
– Avant Mutual
Improve speed to competency
Classroom-based training – 5-day reduction and Speed to Competency reduced from 12 – 16 weeks to 8 weeks.
– Large Employee Benefits Management Company
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
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
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
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
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
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
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
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
livepro has made integrations a snap
Deliver answers right away through any channel to your community.
livepro has made integrations a snap
Deliver answers right away through any channel to your community.
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.
