All features & functionality
All features & functionality
All features &
functionality
Features that take the guesswork from finding the right ANSWERS
Knowledge Articles
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.
Simple, straight-to-the-point answers that are quick to find, in clear formatting, and available at conversational speeds.
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.
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.
Foster community, and collaboration and allow for individualized experiences with user-configurable profiles.
Knowledge Navigation
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.
Store your knowledge in categories so that everything is easy to find and update.
Group topical information in Hubs for quick access to all resources on a certain subject.
Knowledge Authoring
Author beautiful and functional knowledge in minutes with our pre-designed templates.
Create beautiful, clear, and concise knowledge articles in minutes in our easy-to-use visual editor.
Creating complex decision trees is simple with a straightforward drag-and-drop editor.
Author easy-to-follow processes guidance in minutes using premade and styled templates.
Learn best practices and how to make the most out of the system with training from livepro experts.
Knowledge Governance
Automate who receives and manages feedback. Full visibility on changes and responses to feedback to the original poster and KM department.
A full history of your knowledge. Who, when, and what was changed. Reinstate a previous version in seconds.
A previous version in seconds.
- 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.
Allows for complete control over who has access to what information. Create and manage roles for varied levels of access.
Knowledge Managers have the ability to send articles to SMEs for comment, with a full audit trail on all tracked changes.
Flag your content for regular periodic review, this makes it easy for you to ensure your content is always up to date.
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.
Insights
Gain a deeper understanding of how your knowledge is being used in minutes with easy-to-read knowledge dashboards.
Curate the insights that matter most to your organization with customizable knowledge dashboards.
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.
Run reports and delve deeper into the data livepro gains to help inform your knowledge and CX strategies. Export in moments for monthly reports.
Integrate with your existing external reporting suites to see how your knowledge impacts other areas of the business.
User Engagement
Support
Connect one on one with livepro’s world-class support analysts to work through any issue, big or small.
In-depth and easy-to-follow knowledge articles that take you through common authoring and admin questions with step-by-step instructions and gifs.
Regular webinars hosted by the livepro experts to refresh your understanding and inspire new knowledge management ideas.
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.
livepro’s support is world-class. Phone, email, chat, and video-call options ensure your needs are met.
Connect with your peers online and rely on the livepro community brains trust for ideas on your own Knowledge Management system!
Explore and learn at your own pace with a full library of short how-to videos.
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.
Ensure agent comprehension with Quiz. It’s a fun way to make sure that everybody understands new policy updates or major changes.
Users can save their favorite knowledge objects to further personalize their livepro experience.
A great avenue for your team to contribute to the continuous improvement of knowledge.
Implementation Package
Start your journey off on the right foot with training from livepro’s in-house Knowledge Management experts. See more on implementation options.
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.
Ensure great user adoption and project success with proven user engagement strategies.
Connectivity
Integrate seamlessly with your existing CX suite.
Options are limitless with livepro’s open API. Display answers anywhere.
Accessing answers is even easier for agents with SSO.
Use the same knowledge base your agents use for customers via your website.
Even deeper insights across multiple platforms by integrating livepro into your existing analytics package.
Technical & Security
Safeguard your information with the right security and technology that’s easy to use and manage.
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.
Simple, straight-to-the-point answers that are quick to find, in clear formatting, and available at conversational speeds.
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.
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.
Foster community, and collaboration and allow for individualized experiences with user-configurable profiles.
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
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
Make life easier for every department
A great avenue for your team to contribute to the continuous improvement of knowledge.
Store your knowledge in categories so that everything is easy to find and update.
Cloud-based application with an API and SSO that slots easily into your existing tech setup.
Foster community, collaboration and allow for individualised experiences with user configurable profiles.
Allows for complete control over who has access to what information. Create and manage roles for varied levels of access.
A full history of your knowledge. Who, when and what was changed. Reinstate a previous version in seconds.
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.
Flag your content for regular periodic review, this makes it easy for you to ensure your content is always up to date.
Decentralise authoring to capture knowledge from any area of the business. Workflow helps manage the entire authoring, approval and publishing process.
Users can save their favorite knowledge objects to further personalise their livepro experience.
Author beautiful and functional knowledge in minutes with our pre designed templates.
Ensure agent comprehension with Quiz. It’s a fun way to make sure that everybody understands new policy updates or major changes.
livepro’s support is world class. Phone, email, chat and video-call options ensure your needs are met.
Learn the ins and outs of livepro with our in-app guided walkthroughs.
Our enthusiastic online user community help you learn and share best practice tips in livepro.
Become a Knowledge Management Expert with livepro University’s instructional videos course.
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.
