1. The perfect answer
SUMMARY OF BENEFITS

2. 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.

3. 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

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

5. 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

6. 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

7. 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

8. 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

9. 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.

10. 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.

11. Whatever | Whenever | Wherever
Level 6, 12 Mount St,
North Sydney NSW 2060
Whatever | Whenever | Wherever