livepro Knowledge Management Reviews & Product Details

What I like best about LivePro Knowledge Management is that it creates a true single source of truth for the team, eliminating guesswork and giving agents confidence in the information they’re providing. Instead of digging through scattered documents, agents can follow guided flows that mirror real conversations, making it much easier to deliver answers naturally while on a call. It also significantly improves speed, allowing agents to find information quickly without putting guests on hold for long periods, which leads to a better overall guest experience. On the backend, it’s easy to maintain and keep up to date, so information doesn’t become outdated or forgotten. Overall, it not only supports agents in the moment but also helps with training and consistency, ensuring everyone is set up for success. Review collected by and hosted on G2.com.

What I dislike about LivePro Knowledge Management is that, at times, it can feel overly structured and a bit rigid, especially when agents just need a quick answer and don’t want to click through multiple steps or flows to get there. If content isn’t perfectly maintained, it can also become cluttered or slightly outdated, which defeats the purpose of having a single source of truth and can create hesitation on calls. There can be a learning curve for new users as well, particularly in understanding how to navigate the system efficiently versus defaulting to old habits. Additionally, if content isn’t written clearly or consistently across articles, the experience can vary and make it harder for agents to quickly find what they need. Overall, while it’s a powerful tool, it really depends on strong upkeep and thoughtful content design to work as effectively as intended. Review collected by and hosted on G2.com.

Livepro serves as our single source of truth for policies, procedures, and operational guidance across the company. Adoption is very strong, with roughly 80% of the business using it month over month, which shows how deeply it’s embedded in day-to-day work.

From a knowledge management standpoint, Livepro supports governance, version control, and consistency, which are essential in a regulated environment. It helps teams feel confident they’re accessing approved, up-to-date information, reducing reliance on tribal knowledge and outdated documents. The platform also scales effectively across departments and works well for both frontline and non-frontline users. Features such as structured content, workflows, and feedback loops allow us to continuously improve knowledge quality and stay aligned as processes evolve.

The Livepro team has been consistently great to work with. Support staff are responsive and collaborative, and they work to resolve issues, bugs, and enhancement requests in a timely manner. We’ve found them to be receptive to feedback and genuinely invested in helping us get the most value out of the platform. Review collected by and hosted on G2.com.

From an author and administrator standpoint, image management could be more transparent. Right now, it’s hard to see where images are reused or linked across different pages, which can create risk when you’re updating content or trying to clean things up.

Also, while Livepro is highly functional, the UI’s overall look and feel doesn’t come across as modern as some newer knowledge platforms. Review collected by and hosted on G2.com.

I really like that we can embed content in Livepro, as it removes the need to duplicate the same information across multiple knowledge articles. This means we only need to update content once, in one central location, and it automatically flows through to every article that uses it. It saves a huge amount of time and ensures consistency across the board.

The AI Writer is also incredibly helpful. It’s great for rewriting articles that may be too wordy or unclear, making the information more concise and user friendly.

And the Rockets are an absolute game changer. They guide agents through complex enquiries using simple, question based steps that lead them directly to the correct answer. It takes out the guesswork and gives CSOs confidence when handling detailed or technical customer questions. Review collected by and hosted on G2.com.

Honestly, there isn’t much we dislike about Livepro. They’re very open to feedback and consistently improving the platform with regular updates, which we really appreciate.

If I had to identify one area for improvement, it would be the review process for Rockets. In our case, Rockets contain a large amount of our content, and this information needs to be reviewed regularly by multiple departments to ensure accuracy. While Livepro has a great auto‑review feature that sends reminders to departments, Rockets currently can’t be set up for multi‑department auto‑reviews. This means we still need to manage a lot of manual follow‑ups to ensure the right areas review their sections of content.

Another limitation is that Rockets don’t currently support review comments, which makes it harder for departments to provide feedback directly within the review workflow. I know this is already on Livepro’s improvement roadmap, so hopefully we’ll see enhancements in this space in the future. Review collected by and hosted on G2.com.

LivePro has made it much easier for me to write and manage knowledge articles. It supports both writing and reviewing content. It helped us keep our knowledge base accurate and up to date. With users being able to flag any issues or provide suggestion for improvements, we are confident that we are able to identify any knowledge gaps or unclear instructions and provide the support that our frontline agents/business clients need. Review collected by and hosted on G2.com.

what's not to like??? It has been the most helpful tool I have used since I worked as a Technical Writer. Review collected by and hosted on G2.com.

Livepro is a best-in-class knowledge management system that is intuitive for end users and easy to administer. Its innovative document formats simplify complex processes, while built-in feedback and on-demand reporting support continuous improvement, governance, and maintenance. The platform provides full autonomy, with no dependency on Livepro for creating templates or designs, and continues to evolve to meet changing business and client needs—transforming knowledge into measurable outcomes. Customer support is consistently responsive and action-oriented, making Livepro a trusted and valued partner. Review collected by and hosted on G2.com.

There is nothing I don't like about LivePro Review collected by and hosted on G2.com.

As an author and admin using the system, it is very user friendly! It has so many different features available that other platforms that I have used, from rockets to quizzes, which makes the knowledge work well for the range of different users in our organisation. The support team and wider business are continually available for assistance, and their expertise goes above and beyond. The ease of use within the system - from the back-end to the way knowledge is presented to users - has enabled our organisation to be able to embed knowledge and this system into our daily activities, defining our service consistency and best practice guidance for staff. Review collected by and hosted on G2.com.

Nothing - I have only ever had excellent experiences with the system, and the company as a whole. Review collected by and hosted on G2.com.

Livepro has enabled us to effectively categorise and organise our organisational knowledge, making it significantly easier for our team to quickly locate and understand information via the search function and category sidebar. The reporting and feedback tools have helped us identify opportunities to enhance existing content, develop new resources, and strengthen overall team capability. Review collected by and hosted on G2.com.

The initial administrative setup can be confusing. It took time to fully understand how scopes, roles and categories interact, as well as how to manage these effectively. I am, however, now confident with these elements. Review collected by and hosted on G2.com.

How intuitive it is to use and maintain - providing clear, consistent management and leads the way in best practice across knowledge, style, guidelines, and governance. Review collected by and hosted on G2.com.

There are no dislikes. On the rare occasions we’ve needed support, the livepro team have been exceptional—highly responsive, knowledgeable, and incredibly quick to assist. Review collected by and hosted on G2.com.

My favorite post-launch aspect is livepro's ability to reduce chaos and noise in the contact center almost immediately. It became the "Google" for SafeStep, and instead of agents typing questions into chats where they can get easily lost, they typed into livepro, found the answers quickly, and were able to move on through the call journey. Because agents could quickly search for and find what they needed, adoption and engagement were higher than we even hoped.

Feedback included phrases such as:

"This is the first time I've been able to search and find what I needed in real-time!"

"Thank you for a tool that we actually use throughout our shift each day!" Review collected by and hosted on G2.com.

From an administrator's perspective, there is nothing I dislike about livepro because it solves some of the most significant pain points our organization faced. The ability of livepro to integrate seamlessly with our telephony platform and other software systems fills in the gaps we didn't know we had until launching! The guidance, support, and training we continue to receive from livepro helps set us up for ongoing success. Review collected by and hosted on G2.com.

I love how simple LivePro Knowledge Management is to use. It's really easy to create an article and to provide training to our staff, which helps them start building their own articles based on our needs. The simple templates available make it very straightforward to use. One of the biggest improvements has been the ability to just cut and paste a resource folder. Overall, it's been very simple to set up, especially with some basic templates we could follow, which made the whole process straightforward. Review collected by and hosted on G2.com.

We have struggled to get the AI functionality to work as well as we would like it to. So that's something that definitely could be improved. But we continue to explore the opportunities of having it work seamlessly with the Genesys system. Review collected by and hosted on G2.com.