livepro Reviews

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.

Pros

I love how user-friendly the platform feels. The way the system is organized made it possible to turn a huge 500-page manual into clear, logical articles that are much easier to navigate. On top of that, their onboarding and customer support teams have been exceptional. They really take the time to understand your business and work alongside you, instead of handing over a generic, one-size-fits-all setup.

Cons

The reporting features are powerful and offer a lot of useful insight but they can be a little overwhelming at the beginning especially if you're new to the platform. Since we came from an environment with little to no reporting or analytics, this has been a major upgrade and we're still figuring out how to fully use all the data we now have access to. Also, compared with some of the other vendors I looked at, the AI in the editor isn't quite as advanced although it's still very approachable for someone completely new to the KMS space.

Pros

Using this product has been very simple and the detailed reporting is a real plus. The staff has also been incredibly helpful, with excellent communication and quick availability whenever we need assistance.

Cons

At this point, I haven't come across anything I dislike. So far, there hasn't been anything that has left us unhappy.

Pros

it manages to stay user-friendly for both end users and the admin/author side. It's not just an empty document template that we have to build from scratch either, each article can be designed with totally different functionality, whether that's step-by-step guidance, a decision tree or a combination of both. The support has also been excellent. The built-in Help section is very comprehensive and when we've needed direct assistance, the team has been responsive and thorough.

Cons

I do wish content reuse was available more broadly. There are some areas where that capability exists and works really well so I'd love to see it extended across the platform. The feedback and review process can also be a little confusing. We ended up creating our own workflow using the existing internal tools but that introduced a few unintended side effects especially around user access.

Pros

It has been an outstanding knowledge base for our organization. The role-based permissions are well done and give us the right security controls over who can access information. Also, the detailed reporting helps us make the most of the system and get better overall usage from it. Our customer support teams have gained a lot from using this tool and it has been a major step up from the knowledge management system we had before.

Cons

There really have not been many downsides for us. The platform is simple to work with and the support we have received has been excellent. The only minor issue is that the default templates look a bit plain and functional but they have still worked well enough for our needs.

Pros

Putting together and managing a Knowledge Management System with it has been very simple. Their customer support is on another level, with super fast email responses and the ability to actually pick up the phone and speak to someone when needed. If a feature doesn't already exist, the livepro team genuinely tries to work with their developers to create it from scratch.

Cons

Even though livepro is very responsive and adaptable some of the more advanced functionality can still need custom development and that can take a while depending on the complexity and where it sits in the priority list. That said, they consistently share an excellent roadmap of upcoming updates which makes planning ahead much more transparent.

Pros

One feature that has made a real difference for us is the periodic review cycle as part of our knowledge management process. Previously, checking when pages had last been reviewed meant opening each page individually and keeping on top of page history was difficult as well. The Livepro "Content Owner" setup, with automatic notifications when reviews are due, has made the whole process far more efficient and much easier to manage. Building new pages is also quite user-friendly overall and the flexibility of the page elements and templates gives us room to tailor each knowledge object while still maintaining a consistent look and style across the platform. On top of that, the Livepro team has provided strong support throughout. They've been consistently responsive and the regular updates and feature improvements have been very valuable during the entire process.

Cons

It would be useful if page containers could be set up using distribution lists as well as role types so there's less need to create and maintain a large number of role types for every team. It would also help if users were able to attach screenshots when submitting feedback.

Pros

Getting it up and running was really simple and I appreciate how it lets us store knowledge in different ways so it works for all kinds of users. The Lightspeed upload option also saved us a huge amount of time.

Cons

There are only a few small features we wish were available but the support team has been incredibly helpful with finding workarounds and passing our feedback along for possible future updates.

Pros

Across our organisation, it has really set itself apart. The knowledge base is the best we've used, user-friendly, simple to manage and well adopted by multiple business units, including our Contact Centre. The reporting tools are excellent and give us meaningful insights that support ongoing improvement. The overall functionality is top-tier and the customer support has been incredible, fast, helpful and consistently reliable. On top of that, it offers fantastic value for money.

Cons

Nothing honestly stands out as a downside. Our experience has been very positive overall and whenever anything has come up, it's either been resolved quickly or we've been given genuinely helpful advice.

Pros

From governance and control right through to storing, using and reporting on knowledge, it covers a lot in one system. It's simple to work with and highly customizable which gives the business plenty of flexibility. On the occasions where something can't be configured or you're unsure how to do it, the customer support is outstanding, responses are very fast and the team is always happy to help. On top of that, it has one of the best built-in help sites I've come across in any system. Altogether, livepro feels like a high-quality, value-for-money platform for managing knowledge effectively.

Cons

Honestly, it's very difficult to point to anything I dislike. I've spent years trying to find a real downside and I still haven't been able to come up with one.

Pros

It has completely changed how we handle and distribute knowledge across our organization. The interface feels user-friendly, the search function is powerful enough to quickly pull up the information we need and interactive elements like quizzes and videos help keep employees interested and involved. Being able to build customized knowledge bases for different teams and roles also means people can access information that's actually relevant to their work.

Cons

Customization options are excellent although some of the more advanced capabilities such as connecting with external data sources, do take a bit of technical know-how.

Pros

Across their whole team, the support has been exceptional. No matter whether the issue is big or small, they handle it with a proactive attitude and are always quick to step in when we need help. Response times to enquiries are impressively fast especially compared with other companies we deal with.

Cons

The service they provide to both our business and council consistently goes beyond what we expect. Honestly, there's nothing more we could ask from them.

Pros

The system is very user-friendly and the ongoing support has been exceptional throughout.

Cons

There are a few formatting limitations but they're always open to suggestions and willing to make improvements.

Pros

The highlight has been the support from their staff. They've been really helpful whenever we've needed assistance.

Cons

The main thing missing is better training material. It would help to have more guides available especially video tutorials that cover the basics of editing.

Pros

Right from the start, the interface feels modern and makes it simple to manage knowledge, processes and content across a large workforce. On top of that, the reporting features are quite extensive which helps with tracking usage, keeping content up to date and building ongoing improvement strategies.

Cons

An area that can be a bit confusing is the backend administrative side especially when it comes to setting content permissions and adjusting workflow updates. That said, this is expected to be resolved with the upcoming admin interface which should make system administration much more efficient.

Pros

It has made quick access to information much better for our CSO team and that has been a big improvement day to day. Their support team has also been fantastic especially Ollie, who has been an absolute pleasure to work with.

Cons

A few parts are still difficult to update. For example, adding extra accordions can be a bit tricky and resizing them to match the original ones takes some effort.

Pros

Even without much computer experience, it is very simple to use. If you know how to use a search engine, you can get the hang of it quickly. The interface looks polished and the customization options let you tailor it well to fit your business.

Cons

Honestly, no downsides come to mind. It's been very simple to use from both the user side and the admin side.

Pros

Day-to-day work in our contact centre has genuinely improved with it because agents can get quick answers right when they need them to support clients. A few standout features have made a big impact. Announcements have cut down on inbox clutter so agents are not being pulled off calls just to check emails or jump into another system. We can share updates and links to relevant processes in one place and it's helpful being able to track who has read and acknowledged each announcement. The future-date and end-date options are also really useful because they let us control exactly what agents need to see and at what time. The Feedback function works really well too especially while agents are still on a call and need to flag content that needs updating. They get automatic notifications when someone responds to their feedback or closes it out which makes it easy to follow progress. The Genesys integration is another big plus since agents can pull up information quickly without leaving the customer interaction. We also have keywords automatically triggered from incoming IVRs so the right work instructions appear for the call that's coming in. On top of that, the WYSIWYG editor makes authoring content very simple.

Cons

There's honestly not much to complain about with it and it's clear that feedback and suggestions are listened to with the end user in mind. If I had to point to one drawback, it would be that some admin tasks can take a fair bit of time especially when setting up scopes and roles for user permissions and access. That said, this is expected to become much simpler with the new UI release coming in the next few months.