Livepro Australia

livepro


5 / 5
82 reviews

Who Uses This Software?

livepro is the perfect Knowledge Management solution for Customer Service - whether it be on the phone, behind the counter, in the field or customer self-service - livepro has the perfect answer.


Average Ratings

82 Reviews

  • 5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $19.00/month/user
  • Deployment
    Cloud, SaaS, Web
  • Training
    In Person
  • Support
    Online
    Business Hours

Vendor Details

  • Livepro Australia
  • www.livepro.com.au/
  • Founded 2001
  • Australia

About livepro

livepro is purpose built Knowledge Management for Customer Experience. We focus on delivering answers to agents - not long complex documents. This is made possible by livepros powerful features like search and easy to follow process guidance. livepro requires next to no training and turns your agents into experts meaning staff confidence and customer satisfaction go up while AHT and training costs are cut down.


livepro Features

  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning
  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis

livepro Reviews Recently Reviewed!


Livepro review

Aug 09, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Livepro has helped me with a wide range of customer inquiries ranging from dealing with different types of callers to answering the most unique, difficult and unusual questions. It has helped make my job easier knowing I've got a powerful piece of knowledge that's there to ensure that I do my job to the pest of my ability. Overall, Livepro is an amazing source of information and I'd definitely recommend it to other people. Keep up the great work Livepro.! :)

Pros: Livepro is an amazing source of knowledge that helps me (CSR) with the process of answering customer inquiries. From the beginning of my role, I was introduced to Livepro an straight away I was relieved to know that there is such a helpful tool that will be a click away for whenever I need any help or reassurance about all different kinds of questions. What I love most about Livepro is the ability to use the search function and the use of key words to locate a wide range of helpful articles, and most of all, Livepro is very convenient.

Cons: Apart from all great things I could say about Livepro, there's still some minor flows that could be improved in Livepro to better the use/experience even more. These flows includes things like, key words, article titles, updates and link navigation. What I mean from this is, sometimes CSRs would search up a specific key word to try and locate a specific article but if the title of that article does not match the key word then it makes it i bit harder and takes a bit linger to find what you're looking for (specially for new CSRs). Updates to some articles are a bit slow and sometimes clicking a link (likes shared outside of Livepro) does not always take you to the link URL, most the times it takes you to Livepro homepage, so this might be worth having a look at.

Capterra loader

Great software for call centres

Aug 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
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Pros: Ease of use. If you can use word you can use Livepro to quickly create and manage your content and make it easily accessible for your users. If you have a basic understanding of html and css you can make it go futher but this isn't necessary. The ability to tailor access levels for different types of users (eg admins or end users) is also great. Ongoing support is also exceptional and also great to have access to a community of livepro admins that we all learn from and help each other out.

Cons: Only minor issues I've noticed because I can be pedantic - but these were all quickly resolved by the support team. My only issue is that it can be a little fussy in applying some formatting - ie depends on how the formatting was applied in the first place to text as to how it can be modified. So sometime you just need to clear the formating and re-apply it. But this is a minor issue compared with some of the other problems I've encountered on other systems.

Overall: It's been a great tool to consolidate knowledge across many clinics and to make it very quick and easy for our booking agents to find the right (and up to date) information for our customers.

Capterra loader

Straightforward, Flexible and Progressive Software

Jul 30, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Livepro was the perfect choice for us because it allowed us to link to our existing data stores, website information etc and also capture and make easily available the bespoke information at exists for each of our 200+ locations. This suits our philosophy not to store the same information more than once and helps to ensure Livepro is always current. The feedback system for users also supports this bringing errors or omissions to the administrators attention. Other features such as announcements to ensure staff are made aware of new update and the various ways information can be displayed or indexed means you can tailor the display to suit the users or teh style of content. The support and progress of the software from the team at Livepro has been fantastic. They listen to there customers and this is often reflected back in the software.

Cons: Really had no notable issues to this point. We continue to develop the way we use Livepro and are far from exhausting its features at this stage.

Housing Direct

Dec 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: There are many things I like about this software, particularly its ease of use. Everything is set up in a way that is logical and simple to understand. I also like the stability of the software. Over the 9 years we have been using this tool; we have never had any major outages.

Cons: Setting up scopes and roles can at times be a little difficult; however Livepro are in the process of updating this function to allow set up of roles and scopes to be a bit more user friendly.

Overall: Overall, Livepro is the single most important tool that allows us to ensure we are maintaining a high standard of service for our customers; being consistent in the information we provide; and aligning with the requirements, legislation & policies of our organisation. Having Livepro has given our contact centre the ability to take on board new projects & business in a short space of time; knowing that our staff will always have up to date knowledge & information at their fingertips; enabling us to have confidence in the outcomes we are achieving. I can't speak highly enough about this software solution.

Capterra loader

livepro in an excellent KMS that fits comfortably into our contact centre environment.

Jun 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: livepro has been designed with the user in mind, CSRs in the contact centre space can locate the information they require quickly and efficiently making livepro a central feature in the delivery of a quality customer experience.

The article types and styling offers the perfect blend of ready to use with total customisation and authors can easily curate and publish content especially when quick updates are required.

Also, the announcement feature is excellent - its done wonders in eliminating email fatigue.

Cons: I would love to see more filtering options for administrators who have access to view multiple accounts/ categories.

Overall: livepro has deliverable a number of operational benefits in the contact centres it has been implemented, notably a reduction of AHT and QA improvement. livepro can also we attributed with a reduction in training time and an increase in employee satisfaction.

Delivers on all promises. Easy to use, quick answers, never goes down, is my most important system

Jul 31, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: The system seamlessly combines functionality to ensure I am informed, can find knowledge quickly and service my customers with absolute confidence. Announcements, guidance, reporting, work instructions, training. Livepro has actually been better than we expected before implementation. It's rare to have a system that overachieves expectations.

Cons: Honestly it is hard to say. Maybe when the buttons with words changed to icons it took a couple of days to get used to it.

Overall: First time resolution improvement

Reduced handling time by 30%

Training and induction time reduction from 6 was to 1 week

Faster time to productivity for new customer support staff

Back office processing and compliance areas significantly reduced handling times and accuracy by have step by step guidance to complete tasks.

Audits were much easier to pass

Capterra loader

Industry leading knowledge management system

Jul 30, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: LivePro always put the user and customer at the centre of their business. This means new enhancements are always exciting as you see them constantly improving the system. They are always open to feedback and when you raise a good suggestion you see it almost immediately in their roadmap for development.

Cons: I would like to see some more reporting outputs. We can currently pull the data we want and analyse it , but it would be great if more pre canned report.

Overall: A user friendly system that allows all customer service agents to access a single point of truth easily and in a format that helps them answer the call clearly and accurately. The benefits of this is getting someone a clear and correct answer with no impact to the customer service interaction.

Simple to use for the end user and author.

Jun 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: I am passionate about staff having the tools to do their job and I feel that one of the most powerful tools in a customer facing environment is accurate and up to date resources. Customers want the answer now, but it has to be the right answer and Livepro is ideal in allowing this this due to its living document nature.

Great for sending out announcements to staff.

Handy for quick, neat creation of documentation.

Encourages a collaborative approach to knowledge management.

Cons: No real cons, every software has "wants" I guess, but pretty happy at present. Would be good to be able to get visibility of links in to a document.

livepro Knowledge Management software is perfect for OMNI Channel Customer service delivery support

Jul 30, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: livepro supports customer service consultants and customers in their moment of need, by easy to access and find information, no matter what level of competency the user is at. Additionally it has great tools such as Compass that can help customer service agents or customers resolve customer service needs through following simple logic paths. The ability to utilise API's for online support, and ChatBot support means that it is a contemporary solution, that will allow a staged KM deployment starting with full service support across Customer Service Agents and moving to Online, Mobile and Chatbot.

Cons: Not many issues with the software, particularly as recent releases have improved the ability to support audit through workflow tools.

livepro has allowed me to create and share extensive knowledge and achieve great performance.

Jun 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: The accessibility, user-friendliness and intuitive design make livepro one of the most easy to use cloud systems available.

The edit interface uses a straight-forward WYSIWG editor which allows anybody to easily and quickly create knowledge articles. livepro also allows the creation of templates to keep all knowledge articles consistent and easy for staff to understand and use.

Cons: As an administrator, I am unable to filter feedback items lodged by staff into the different categories they were provided from.

Overall: Increased efficiency, higher quality, higher staff satisfaction and engagement.

Capterra loader

The only knowledge management platform worth looking at

Jun 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: This platform delivers answers, not knowledge articles. Easy to use, heaps of features like quizzes, announcements, decision trees and more. The WISIWIG editor takes no time to learn and within minutes you have up to date answers that have built in timers to notify you when to review them. Agent feedback that kicks off workflows so you know what you need to tweak or add. Outstanding platform.

Cons: Tagging knowledge can sometimes be a little annoying and an auto-categorisation and suggested tags feature would be handy

Overall: Massive productivity gains and improved quality

Great KMS platform

Sep 03, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: The platform is deployed within days, is easy to use, and our client's are fully engaged when using the product. Most KMS's end up not being maintained and therefore not used. Because the livepro platform is easy to maintain, people in the organisation actually use it.

Also, livepro assist and educate on how to develop useful and accessible knowledge.

Cons: We have not had any issues voiced by out client's on using the livepro platform

Overall: The livepro platform is built for knowledge management. It is well designed and makes getting to answers quickly and accurately. The livepro team are also passionate about knowledge management which adds up to a great solution.

Perfect choice for quick and easy set up in Contact Centre

Dec 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: The software is easy to use and it's very quick to get it up and running and thus we were able to realise the benefits early on in the process. Navigation is intuitive and regular releases - led by customer requirements/needs has meant it continues to evolve as we (and others) use it.

Cons: We haven't identified anything that we didn't like as yet.

Overall: We commenced as a pilot to try to get business buy-in initially and the support provided by the LivePro team and the 'value-add' they provide over and above their software has been best in class. We could not have asked for more!

We are now part of the broader LivePro community so using these networks to share learnings as well.

Capterra loader

Excellent cloud-based application that makes our lives easier

Jul 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: It's really easy to use, very intuitive, with excellent search tools and reports.

And every time I had any difficulties, their support team was very helpful.

Cons: There are some features that I think it would be nice to have, but with the constant upgrades and enhancements they make I'm sure it won't take too long to get all the improvements I wish for.

Overall: All information I need to find is easily accessible. With a couple of keywords on the search I can find everything I'm looking for.

Livepro? More like Lifesaver!

Jul 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Livepro has made sharing knowledge across our organisation super easy!

As we are not all located in one city, Livepro enables us to provide up-to-date and consistent information to our members, no matter what office they visit or call.

Cons: Some minor limitations for administrators, but no issues for end users.

I feel this outweighs the administrator limitations as end user experience is key.

Overall: Vast improvements in productivity and improved quality ratings

The team at livepro are very approachable and responsive to feedback and ideas.

Jul 31, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: The site is very easy to use! It does not take long at all to learn how to search and use the features in it. I also found it very easy to learn how to create new content.

Cons: As they are a small team, any ideas for changes to the site can take a long time to happen. The team will always listen to feedback, but seeing the change happen may take a while. Note that any technical issues are always addressed quickly.

Keeping it all consistant with Livepro

Dec 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: In a busy Council with a Team working a range of hours, Livepro gives us the ability to ensure our staff are all reading from the same page when it comes to consistency, which gives us great confidence.

The feature we love is the ability to set up knowledge quizzes as its a quick and easy way to check for any gaps in the Teams training.

Cons: The fact that we took too long to get connected with such a great product

Overall: Great company to deal with great product that ticks all the boxes, we now have one source of truth for our operators, we have a great tool to check on knowledge gaps and its all been so user friendly we keep asking why we didn't get it sooner. We haven't growing this product yet so we are excited to see what else we can do but going live to our web is on the list!

Very positive overall

Aug 02, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The software is user friendly. Everything is set up in a sensible way, making it easy to navigate. The information provided by our Knowledge team is comprehensive, and any requests to add information are actioned quickly.

Cons: It can sometimes be a little bit difficult to find what you are looking for using the search function, but generally speaking I don't have much of a problem.

Livepro Review - ME

Aug 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: What I like most about this software is the user friendliness. The consultants that I assist with leading find it easy to access information that they require to communicate in a time manner in a timely manner.

Cons: I can't say that there is nothing I don't like about this software. The flexibility of the interface allows for adaptation for our every changing industry

Love LivePro

Aug 07, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to Navigate from your favourites to what you need.

Able to have a front page with most used items

Easy to get our person to add details as we find we need them.

Cons: Sometimes have issues with "communicating with server" but it still goes to page I want when I hit OK.

When I log in in the morning it has me at a different state's details

Overall: Due to the nature of my job booking for lots of different clinics it has made it so much easier to get information about procedures done at those clinics instead of having to ring them up each time.

Saves a lot of time and effort.

So easy to use & the support is unparalleled

Dec 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: The support provided to each company is fantastic; the team know your content and help you make it even better. The software is so easy to use and update - better than so many other KM programs.

Cons: I have no issues with this software and like all the features.

Overall: Livepro has helped us move from a switchboard to fully functional contact centre. We've improved our FCR by 30% in 3 months.

User Friendly and Flexible

Jul 31, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Very user friendly. Easy to update and navigate. Great announcement and notification system so you don't miss any changes or update. Straight forward feedback process. Able to house a range of activities such as quizzes/

Cons: No real problems. Some people find the search function can be confusing at first until you understand how it works

All our information at our fingertips

Jun 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
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Pros: I really enjoy the ease of use of the system and it is very quick in displaying results. The formatting is also great ensuring it is easy to read the information.

Cons: As I assist with administration, I am involved in processing feedback from users. I was disappointed to see a change last year whereby once the feedback item was opened & allocated I was unable to see it in the list again unless I navigated to the relevant information page.

Overall: Helps greatly with solving customer queries hence good customer service.

Easy to navigate and use.

Jul 30, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: It is very easy to use, user friendly and is updated often with correct and complete information. Extremely easy to navigate to find what you are looking for.

Cons: The only issues I have had with this software is if you don't know what you are looking for, and don't type the correct phrases you might have an issue finding something.

Livepro is a lifesaver!

Jun 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: It is a very user friendly system and allows you to personalise your pages.

Great support and access to a useful forum & community.

Notified when updates are made and what to expect.

Cons: The recent update has removed our quiz documents from the Quiz section - this is however being looked into and Administrators are able to view them via a report.

Overall: Prior to purchasing this software our pages were long and confusing, Livepro has enabled us to break these pages down which makes finding the information much easier!

Transformation

Jun 25, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Intuitive technology that gets knowledge to the coal face. It is updated by the team who use it so it is current. Team is constantly improving the tech. We implemented in large state gov organisation and their abandon rate dropped from 23% to 7% almost overnight and the team still talk about the bad old days before it today.

Cons: None I can see. Team is flexible and will work to tailor the solution to you. Implementing the solution is not just a click and go, it does need to be implemented correctly to get the benefits so if your leadership team is not committed to sharing knowledge then it will not be adopted, although this could be said about all software.

Capterra loader

LivePro makes it easy for me to locate the information I require to serve our members effectively.

Aug 02, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
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Pros: One source of knowledge makes it easy to find the information I need.

The announcements make it easy for me to stay on top of the most important information that I need to know now. They don't get lost in my inbox.

Cons: The search function isn't as intuitive as I would like it to be. Often the most relevant result is not the top item.

Overall: Single source of knowledge. Everything I need is in the one place. I don't waste time searching multiple locations to find the information I require.

As I have only used 2 types of knowledge systems my experience is small but This has been the best.

Jun 27, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Easy to use

Great search function showing what you searched by % of relevancy

Has quizes for when new information is released a quiz can be made to test the users

Great announcement system clearly showing when a new announcement has been made

Easy to submit feedback

Cons: Possibly the worse thing about live pro is the ability to right click and open in new tab this seems to take it back to the main page there are ways around this but they are not particularly easy for those with little computer experience

Overall: With live pro i have easily been able to keep up to date with the changes of procedures made and stay ahead in tricky calls

Overall a great support tool for our network of consultants.

Jul 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Push notifications are a great tool to reduce emails.

The ability to review each users click history.

Intuitive feedback and search functions.

Cons: Autofill can't be tabbed through via keystrokes, still need to use mouse. Otherwise serves most of our business needs.

Easy to navigate and very user friendly.

Jul 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: - Easy to Navigate

- Search function is very user friendly and searches for all key words or closest to word

Cons: No cons at this point. Worked in super for 10 years and out of all the Knowledge management tools I have used this one is by far the most user friendly

Capterra loader

An ideal product for any workplace that requires a centralised and well-rounded KM system.

Jul 22, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Its usability as a platform is very good. The general ease of the system and its layout make it efficient and aesthetically it works really well.

Cons: If I have to be negative, the reporting tools could be improved. The reporting needs more functionality.

Katie I-med

Aug 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Comments: Livepro is great.

Pros: Probs to livepro is the all agents have the same access to the same information that is the most up to date.

Cons: on the editing side of Livepro sometimes its not straight forward and the scolling something cuts thing off

Very efficient and user friendly

Jul 31, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Love the ease of use of the system. The tile option is something that adds great value. Love the product

Cons: The search functionality could use some work. It would be nice if it was able to be a more specific when you search

Excellent software - makes accessing information easy

Jun 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: I love the montly quizzes we do. The daily announcements are very helpful. The quick links from the home page are extremely user friendly and make accessing commonly used areas much faster

Cons: I don't like that the envelopes in announcements are all white, makes it hard to determine if theu are open or closed. Would be much easier if they were different colours.

Great tool to have while on a phones shift, also great for new staff.

Aug 12, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Comments: Great tool to have, we've needed this for a while!

Pros: Easy to access & view information needed, great tool for training staff. This makes booking a lot easier.

Cons: Sometimes can be hard to search- but this is dependent on information added and what I am searching (usually abbreviations). Very time consuming updating prices for metro/ country sites of DJP.

Useful to assist customers when needed.

Jun 25, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: What I love the most about Livepro is it's accessibility of information and easy to view updates or changes to any articles.

Cons: Something that can be a bit difficult to work around is that the text typed into the search bar needs to be specific to find the article you are looking for.

Overall: I am able to assist customers more with the knowledge and information right in front of me. If I ever get stuck I refer straight to Livepro so I never give a customer wrong information. It is easy to use and quick access to information you previously didn't know.

Pretty Good

Jun 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ease of use to find items and communicate announcements to the team is great it cuts down emails and ensures it targets people quickly.

Cons: The administration limitation on templates seems silly, as the owner of our system we should be able to create and add our own template without needing special permission.

Livepro ... A Real Timesaver

Dec 10, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ensures consistency in the delivery of information. Little training required and user friendly. Excellent searching capability. Real time announcements.

Cons: Formatting features could be improved i.e. pasting of pictures directly into document and paragraph spacing. The ability to delete announcements and documents when no longer required.

Overall: Overall, a great product that greatly improves the consistency of information being given to customers and productivity overall.

LivePro has really lifted our ability and efficiency in accessing the right information easily.

Jun 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Would highly recommend Livepro not only for their great software but also the customer service and support that really makes them a pleasure to deal with.

Pros: Livepro is not only very easy to use but also very easy to maintain and change as our business changes. It is our single source of truth eliminating outdated information that in the passed may still have been referenced.

Cons: Our CRM does not integrate with Livepro but that may be a limitation of our CRM rather than a Live Pro issue.

LivePro nails the knowledge management space

Jun 22, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Purchasing LivePro has been a real success for our business

Pros: LivePro software is easy to implement, populate, use and manage. We love the feedback and quizzes which ensure that our staff are engaged and helps us target areas for further training or areas where our procedures and processes need updating

Cons: We would like to be able to use more of the software on our mobile devices, especially for field representatives and mobile staff.

My favorite KMS so far.

Jun 21, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like how it becomes a one-stop shop for CSRs. The feedback tool really encourages users to provide feedback and is very helpful in creating better experience for them.

Cons: The least thing I like are the bugs, which messes up content and content search sometimes. Would also be great to have editing tools similar to Word.

Overall: It makes easier it for us to communicate with the CSRs.

Livepro review

Jun 26, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Brilliant easy to use online system to house all the information our staff need to do their job! Announcements are great to get urgent information communicated out and cuts down on 100's of emails.

Pros: Quick, simple and easy to use and features are great! One stop shop for all the information our staff need!

Cons: Nothing think it's a great easy system to use. No problems with using it and it adapts to our needs.

Easy, instant, reliable, flexible

Jul 29, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use

Web based

Search Engine

Cost effective

License per user

Reliable

One source of truth

Cons: Have not had enough experience and time with the product, will identify that configuration of templates is not as flexible as expected

Overall: Improved efficiencies with onboarding of new staff

One source of truth

Internal engagement with major stakeholders

First call resolution

Livepro is very user friendly and intuitive ; a great team to work with.

Jul 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Cuts down massively on training

Great templates make it easy to standardise answers so that agents can respond to clients at conversational speed

Cons: Some of the icons could use some updating but I believe this is addressed in the next release. It would be good to be able to customise the Icon colours

Livepro has streamlined our ability to search for information.

Jun 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We are able to assist our customers more efficiently! Updated information is passed through our team quickly.

Cons: No cons as far as I'm concerned. I have not found any problems or issues with ease of the system at all.

Overall: Ease of use for operators, we are able to help our customers more efficiently with up to date information.

Capterra loader

It has been amazing and so easy to use. In a few clicks I have all the information am after.

Jul 02, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is easy to navigate, it has great functionality around Quiz and updates.

As a Live Pro new user,to say the least Live Pro has made access to more information easier. Few Clicks and I have got the key informations for the prospective students inquiring to study with us (William Angliss Institute). The new updates has made the interface beautiful. Live pro feedback function allows for easy communication with the admin. Live Pro is simply amazing.

Cons: The fact that the updates tend to disappear after reading. It also takes a while to build in contents.

Overall: Less/no hold time, all information to the courses in a few clicks.

Great tool making life easier for our staff!

Jun 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is easy to use and visually appealing. Provides the freedom to change the design to suit our needs.

Cons: I can honestly say I have not had any negative feedback from our staff. They love it! I have used many similar products in the past and this is by far the best.

Overall: Easy to use.

Effective, and Reliable

Aug 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Comments: Love the program

Pros: Ease of use, amount of information that can be included, additional features of more complicated information, delightful overlay

Cons: There really isn't anything I can say that's negative about the program. I really enjoy using the product.

Not just a document management system

Sep 16, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Different knowledge types to suit different pieces of knowledge (e.g. work instruction/hubs/compass etc). Haven't ever seen something as powerful as a compass in any other KM system.

livepro Staff are also great - really help you along your journey and take customer feedback on board when improving the product.

Cons: Reporting is good and you can export the information, however it would be good to have more reporting options

I use this on a daily basis and it is essential for my work in customer service at Noosa Council.

Jun 28, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Speed and ease of use for information retrieval. I also like how customizable the layout is to get a community feel in the workplace.

Cons: Keywords need to be manually entered and are not automatic which seems strange in the age of google.

Very intuitive. It was up and running quickly with a high level of usage easily established.

Jun 26, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Very easy to create and find content quickly. There are a number of features that support gathering knowledge from the heads of subject matter experts and empowering the wider team with that detail and other necessary information in a controlled and manageable single source of truth.

Cons: It would be useful to have more granular control over the distribution, access and responsibility of action regarding document feedback.

Very easy to use!

Jul 30, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Love the system as it is very easy to use on a daily basis. Our Knowledge Author makes the system very interactive and fun to use.

Cons: Items are easy to find through categories however search function can be limited at times when trying to find something specific.

Best Practice CX KM

Aug 02, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The team at livepro are extremely Customer focused. They have designed a tool that is specific to solving CX KM needs.

Implementation, design and training are all very easy, ensuring businesses can hit the ground running when embedding knowledge.

Easy application to start Omnichannel journey.

Cons: Though the team are constantly trying to increase usability, the UX design is still undergoing some work.

A simple yet powerful tool to lift Customer Experience and Agent Engagement

Aug 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: The team at livepro are really easy to work with!

Pros: Very easy to implement from a user set-up and training perspective. Improves the quality and consistency of conversations as well as reducing handling time. Alerts and end-user customisation make agents WANT to use livepro with every call.

Cons: It would be great to easily replicate some of the more complex knowledge objects we have set up e.g. quizzes

Most Intuitive System I've Used

Aug 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Support - livepro are easily contactable and are a pleasure to do business with. The community is great and always supportive.

Ease of Use - The functionality makes it amazingly easy to create and manage content.

Interface - The agents using livepro can access information quickly, cutting AHT.

Reporting - A key feature that I use on a daily basis. It gives me an insight into what is working, what needs to be changed and trends.

Cons: I'm yet to find any cons. Even if I did, livepro are so approachable and open to any feedback.

livepro are a business partner and supplier.

Jun 21, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Super easy to use and absolutely effective in the contact centre environment. highly recommend this product.

Cons: I helped to select this product our business and manage and govern the partnership arrangement we have. I'm not a user of the product per se so have no comment here.

Capterra loader

Impress you customers with livepro

Dec 13, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: livepro is a perfect customer experience management tool that lets you offer superior customer services to your customers by offering them with instant answers to their queries. The leading pros are:

- Improve FCR significantly

- Helps with retaining customers

- Lets your customer support team become more productive

- Fairly affordable to use

Cons: The platform needs to be updated as there are quite a few bugs and errors such as formatting related. Otherwise it is a great tool.

LivePro is amazing! Love how it is so easy to read and find topics that I am looking for

Jun 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like the software because it is so efficient, user friendly and like a electronic dictionary to find what I am looking for! Also keeping up to date with what is happening around our work place. Really happy of LivePro.

Cons: Some topics are missing but we can provide general feedback and usually gets answered quickly.

What I would say could be improved is a pop up or notification once our feedback has been answered and if it has been implemented into LivePro.

Wonderful program! It is already helping staff get answers quickly.

Jul 30, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Search function is quick and easy. Announcement are a great way to communicate important matters. Help and support is only a web search or call away. Reports are easy to run and export.

Cons: Formatting in document notes could be updated with more tools to enable quicker editing/creation

Haven't had enough time since implementation to identify any other negatives.

Overall: It is a simple one touch answer system. Reducing the incidental interuptions between staff in the office.

Great tool overall but could be smoother.

Aug 12, 2018
3/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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Comments: Overall its a fantastic tool that does contain all the information and is updated regularly by the wonderful carina. It just be improved by improving the navigation with less steps, and perhaps organising as a decision tree where you work backwards. Ie. US Chest Wall - then find the clinics that offer it.

Pros: Thorough and regularly updated. Carina is fantastic with her speedy replies.

Cons: Bit too clunky, could be smoother to use.

Live pro is a fantastic tool to help me refer to examination prices and codes when i cant remember them.

Aug 16, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: It is up to date with the current changes and is available electronically which means less paper, yay for the environment!

Cons: Sometimes when I need a quick reference whilst on the phone to a patient the page will freeze or load very slowly.

A great flow to a knowledge management system.

Jun 21, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: livepro is certainly a fantastic system, that works extremely well from a user perspective.

Pros: livepro flows incredibly well. It has a very efficient and refined design that allows for ease of use for employees.

Cons: livepro can be finicky to edit, and leaves a lot to be desired with bugs and systems that may not always work as intended. However, I realise it is an unrealistic expectation to expect a flawless system.

livepro is genius!!

Aug 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: For me livepro makes being a contact centre agent so much easier. Booking information for all clinics is in one place.

Cons: Does take some getting used to, so much information, but does become easier when you set up your 'favourites' list.

As an end user of this product I love how simple it is to navigate

Aug 02, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I really love the feature to save favourite pages it makes it so much easier for the consultants. I also really like the quiz functionality! There is so much to like about this tool! I really like how you the homepage shows all of your quick links making it easy for your end users. The feedback function is also really handy allowing a simple way to submit any feedback at the time you notice the requirement.

Cons: I am struggling to find a fault with this product.... if I had to be picky it would be sometimes the key words used to search needs to be specific as per what the content states

Overall: For our business it has become the source of truth which is very important in a service centre.

Everyday Usage of LivePro

Jun 25, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: LivePro is simple to use; navigation is made easy through effective search term parsing, multiple topic 'hubs', and the ability to favourite vital articles for later use.

Cons: The LivePro environment doe snot seem to support opening articles as new browser tabs, instead having an inbuilt function to open articles in new windows.

Positive allround, good place to obtain information.

Aug 07, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: I can look up information for other branches which helps when working at the Contact Centre and therefore decreases the number of calls I need to make to the clinic.

Cons: Sometimes navigating my way around to find information, even though it is not hard to find your way around you just need to go into the right sections.

was very clunky at start of contract

Jun 25, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: like that our feedback is being well received and you are taking on board the additional search options we asked for

Cons: when procedures change title makes it difficult for us to find them especially when you state various live pro systems have been updated but not which ones

Overall: software grew with our needs in the business

Essential in my daily role as a coach

Jun 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: I love the ease of navigation and the simple elements. The information is quality and effective. I use this system daily as part of my role to coach and develop agents.

Cons: There is nothing I do not like about this product.

LivePro A++

Aug 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Makes work so much easier, the ability to access articles to help in any situation is so much better than googling for some random answers not specific to the issue

Cons: no cons that I can actually think of maybe due to user based with information being outdated if something changes

We have just implemented LivePro for our Contact Centre and it is amazing! So easy to follow!

Jun 28, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to search, user friendly, interactive, feedback component is great and means we can have everything up to date and be the single source of truth!

Cons: When creating content it can sometimes be a little bit slow but a minor piece of feedback given all of the other benefits!

Excellent Software

Aug 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Efficient and very easy to use, makes booking appointments and finding information in a fast paced environment much easier.

Cons: No cons so far - have only been using for around 2 months but has made my work life much easier and more functional

Livepro review

Aug 07, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: The idea of the program is great the functionality at the moment isn't helpful for what I would use it for.

Cons: It's not user friendly or quick to navigate.

Overall: I haven't been able to locate what I was looking for a number of times on the program. It needs to be upgraded to suit all practices.

Great Program

Jun 26, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to use, I enjoy that it's updated nearly daily, feedback is values also, just overall great program

Cons: some minor technical issues, and sometimes notifications are missing or cannot open, besides this no worries

Livepro

Aug 07, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to use and navigate.

Big easy to read font

Cons: I haven't found anything that I dislike as yet.

Overall: Livepro is a very useful extra tool for us to help patients be booked in for the correct appointment

A breeze to use

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: I'm a relatively new user of livepro but found the system to be easy to navigate and intuitive to use. The search function delivers results very quickly and the quizzes are an engaging and interactive way to complete training. The best part of livepro is definitely having access to the knowledge I need at my fingertips without too much scrolling or searching through documents.

Cons: It would be good if we got notifications when our feedback is updated or acknowledged.

My Bookings Bible

Aug 08, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Great program!! Its my go to for everything I need to be able to perform my job at my best ability

Pros: Has made booking patients in for imaging easier as im able to find the preparation and pricing without having to place them on hold to flick through a book.

Cons: I haven't seem to find anything I don't like. Its seems to run like a smooth operation from our end.

Great idea

Aug 07, 2018
3/5
Overall

2 / 5
Ease of Use

2 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: As a new employee it was a great resource for finding the correct information needed

Cons: could be easier to navigate.............

ease of access

Aug 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Such a great site and the ease of access to the locations/ availability and what Clinics can and cannot do!

Pros: I have found that -->Clinics can update when necessary of what is provided at their clinic and have kept Reception staff "up-to-date"

Cons: Some Clinics have forgotten to update their staff (when the need has been needed) -- if they leave MIA

Livepro Review I-MED Southern Tasmania

Aug 14, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Great to use, as the contact centre leader for Southern Tasmania, it was easy to get the information uploaded by our wonderful staff in Sydney. Lots of help provided

Pros: Relatively easy to search, to click through, to add extra information on, and to train others how to use. Very user friendly.

Cons: It times out sometimes, but easy to sort through. Otherwise, nothing else stands out as a con at all.

Training is most helpful. The implementation and training staff were very knowledgeable.

Jun 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The Livepro system is working well within the business we set the system up in. The training and support were fantastic.

Cons: The business we set up haven't found any issues as yet. We have no problems with training or initial use.

Overall: Improved customer knowledge interaction for our staff. Better reaction time for the staff.

DETAILS

Aug 08, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: useful that all information is in the one program easy to navigate easy access to required information

Cons: not ALL information is included in live pro the specific details and requirements of all clinics are not listed

Great user friendly site!

Aug 08, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I value that this website is such a quick and easy program to use when you work in such a fast paced environment.

Cons: Since using this program for a few weeks now, I have not found any negatives about it as such yet, but I am still learning the way it works.