livepro for Highly Regulated
livepro for Highly
Regulated
Industries
With livepro‘s world-class governance package, you can sleep at night knowing your agents only have access to the most up-to-date and approved knowledge to deliver answers to your customers.
approved by:
Reduce complaints and regulatory infringements with total control over the answers provided by every agent on your team — even the rookies
Easy to manage and customize workflow
Easy to manage and customize “Workflow” feature, helps you manage the authoring, review, approval, publishing, and archiving of your fully controlled knowledge
Full version history of every knowledge article
Full version history of every edit, comment, approval of every knowledge article ever written in your livepro system
Compare versions at a glance
Easily see changes, retrieve, or republish prior versions. livepro makes knowledge management simple so your governance and other regulatory responsibilities are well taken care of. Have the confidence you need when you always have the “approved” answer every time.
Ensure everything is current
livepro makes it easy to ensure everything visible is current, thanks to automated notifications to the knowledge owner when documents need to be reviewed.
All this peace of mind and your team will love using the system.
Maximize efficiency, reduce costs
Improve your operations and save time, effort, and costs by giving your agents the tool that was specifically designed for them.
Reduced AHT
Customers are answered without hesitation by confident agents who have the answer at their fingertips. Some companies have reduced AHT by 40%. Most achieve at least a 20% reduction.
Reduced hand offs
2nd level support isn’t needed anymore. livepro makes experts from rookies with our process guidance and professional triage features.
Reduced induction time from 4 weeks to 2 weeks
No more long new hire training filled with product and process training. livepro delivers the answers to agents with a simple search. Some organizations have reduced new hire training by 90% and achieved an increase in customer satisfaction.
Improve speed competency from 6 months to 2 months
With only approved, succinct answers delivered to agents, even a new recruit can answer confidently without needing to check-in with their buddy.
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
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
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
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
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
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
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
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.
