The perfect answer SUMMARY OF BENEFITS

The one reliable place for the perfect answer to all your policy, product and procedure enquiries. No matter how customers and staff pose the question.

Easiest to use, easiest to work with What is LivePro? Cloud Customer Service Knowledge Management (CSKM). Any industry – any size Single Source of Truth for knowledge access Consistent knowledge (answers) through any channel – fast, accurate, current Rapid deployment and easy self-administration Easiest to use, easiest to work with Established 2001 Customer Service Knowledge Management (CSKM). [Any industry – any size] Single Source of Truth for knowledge access – not trying to reinvent the wheel (provides the tools to make sure other knowledge repositories maintain integrity Cloud Subscription Based API to serve knowledge (answers) to any channel i.e. Web self-service, chat, CRM, Bot, etc. Rapid deployment (AWS based) and self- administration to lessen burden on IT

Key benefits using LivePro Reduction in Costs Improved Customer Satisfaction Improved Staff Engagement Improved Compliance Increased Business Insights Increased Sales Revenue

On-Hold time and telecoms cost reduction Call times On-Hold time and telecoms cost reduction Eliminate hand-offs Attrition rate Rapid deployment Speed to competency Error reduction Self-serve Reduction in costs IT Costs – in cloud – rapid deployment – low to zero IT touch Induction, training and speed to competency reduced Error reduction and subsequent expensive call-backs reduced Customer self-serve on website rather than calling Call times reduced due to fast accurate search On-Hold time and telecoms cost reduction Eliminate hand offs/transfers Increase in CSR moral/confidence and efficiency Can be used throughout the organization where knowledge needs to be consumed – increase efficiency and reduce burden on IT

IMPROVE CLIENT SATISFACTION REDUCE First Interaction Resolution Quality, Consistency and Accuracy of information Client Confidence Ability to self-serve on website Errors, Misinformation Hand-offs and Wait time Call-backs Frustration IMPROVE First Interaction Resolution Quality, Consistency and Accuracy of information Client Confidence (through speaking with an informed CSR) Ability to self-serve on website – channel of choice REDUCE Errors, Misinformation Hand-offs, On-hold time and counter queues due to CSR knowledge Make call-backs a thing of the past Frustration – faster, better, consistent, accurate streamlined service

Improve staff engagement Less angry callers Influence quality of content No need to wait Communication Not reliant on IT Increased confidence Share and develop Best Practices Increased confidence – they have the answer to any question Communication – always up to date even if they are part/time or work from home. Add powerful help to field techs – videos, answers instead of complex tech manuals Influence quality of content – able to provide feedback in real-time and rate content for usefulness Reduction in angry callers because they have the right answers quickly No need to wait for a subject matter expert to ask questions – they now have the answers immediately Business able to manage the system Share and develop best practice – CSR ownership and involvement of content accuracy and relevancy Feeling of involvement through ‘Name me, feed me’ right from the start of project

Improve compliance Permissions Consistent, repeatable delivery livePro Reporting Review Dates Workflow and version control Collaboration | Sharing Single Source of Truth (for entire business). Link to other systems for controlled knowledge Only Controlled knowledge - Workflow and version control feature dictates who can author, review and publish Permissions allow you to determine who can see what Consistent, repeatable delivery livePro reports allow you to see who it reviewing what “Review dates” feature ensures all knowledge is current. Can help with third party external knowledge repositories data integrity Feedback enhances best practice - share & collaborate Key component to Business Continuity Plan Single Source of Truth Business Continuity Plan

Business insights Report Hot Topics Analyze and push Hot Topics Quick easy feedback New information and updates Improve Speed to market Reports to ensure staff knowledge optimisation Report on Client hot topics - by channel Analyze and proactively push hot topics to multi-channel Quick easy feedback from CSR’s and website Ability to change information and update in real time Improve Speed to market for Communications – more dynamic both internally and externally New product/service information deployed seamlessly and instantaneously – reports to check if staff have read it, Quiz to make sure they understand it.

Increased revenue Close more sales! Increase Loyalty Sales Cross/up-sell benefit CSR’s using livePro proven to close more sales because they can concentrate on the client’s needs rather than trying to find answers CSR’s with the right information more likely to increase customer satisfaction resulting in increased sale value Compass feature can guide a CSR through a sale and ensure they offer the correct/associated products and services.

Whatever | Whenever | Wherever Level 6, 12 Mount St, North Sydney NSW 2060 Whatever | Whenever | Wherever info@livepro.com 1300 548 356 www.liivepro.com