livepro

Pros

Six months after launching it, I'm still really impressed by the level of support we're getting. Like any rollout, we've continued to spot areas where the end result could be improved and their team has stayed alongside us the whole way, helping us get the most value from the platform for our employees since go-live.

Cons

Getting SSO configured was a bit challenging. We eventually worked through the issues but the setup process took longer than we expected.

Pros

Right after launch, one of the best things about it was how quickly it cut down the chaos and noise in our contact center. It basically became the "Google" for SafeStep. Instead of agents posting questions in chats where messages could easily get buried, they searched in livepro, got the answers fast and kept moving through the call journey. Since agents were able to search and find what they needed so quickly, adoption and engagement ended up being even better than we expected. Some of the feedback said things like, "This is the first time I've been able to search and find what I needed in real time!" and "Thank you for a tool that we actually use throughout our shift each day!"

Cons

Looking at it from an administrator's side, there really isn't anything I dislike about livepro because it addresses some of the biggest pain points our organization had. Its smooth integration with our telephony platform and other software systems closed gaps we didn't even realize existed until we launched it. On top of that, the guidance, support and training we still receive from the livepro team continue to set us up for long-term success.

Pros

After more than four years of using it as our KMS, the things we appreciate most are the simple yet highly customizable user experience and the fact that we can create and maintain our own knowledge content without needing any coding skills or depending on the vendor to build new templates for us. The feedback and governance features do a good job of keeping content accurate, current and properly maintained across the system. On top of that, the communication tool makes it simple to send updates to specific groups which removes the need to manage those messages separately through email. They've also introduced an AI overview search feature and that has been a real benefit because team members can now get contextual answers directly from our closed knowledge base instead of only being sent to an article to read. We've already seen this contribute to improved AHT. Since we manage multiple KMS platforms for different clients with different licensing requirements, their flexible pricing model has also been a strong advantage for us.

Cons

Something that would make administration much better is being able to move more easily between multiple KMSs within the same instance and view each homepage without so much back-and-forth. When you're responsible for managing more than one system, having to enter and exit them separately feels a bit awkward so a better switching experience would make oversight and ongoing maintenance far more convenient.