livepro vs. Salesforce Experience Cloud

The great thing about livepro is you can structure your content the way that suits your organisation. livepro are there to support you in deciding what may work best for your team, it is not a one size fits all solution. The system allows you to write complex processes in a simplified view so staff can easily navigate to the solution they need. The 'rocket' knowledge object allows your processes that have a lot of variation to be written up in a simple decision tree setup, taking your staff to the right outcome every time.

[Salesforce Experience Cloud (formerly Salesforce Community Cloud)] seems to be very well suited for what we want to use it for, which is to allow customers to have access to their ongoing and already-resolved cases, which will save our customer success team time and allow for transparency. It also seems well-suited for fine-tuning knowledge libraries, as it allows you to track the knowledge articles that are most impactful (and conversely, those that are less impactful) as you are able to track the path that customers use to self-serve ahead of submitting a ticket. I haven't run into any scenarios yet where we wanted to use Experience Cloud as a solution but discovered that it wasn't a fit.

Incentivized

• Easy to navigate. Anyone can jump onto the system with minimal training, it is user friendly and intuitive.
• Supportive team. The livepro team are 100% responsive and supportive to all feedback, suggestions and requests. You can tell they are focused on their users and their customer experience is fantastic.
• WYSIWYG editor. The editing function when authoring content is very easy to use. You can follow the basic "what you see is what you get" editor, or you can delve into the source code if you want to get savvy with your technical skills.
• livepro integrates with a number of other platforms to enhance the user experience. For example, Genesys Cloud.

• Complete integration with the Salesforce ecosystem. Data displayed in your Community portal reflects records from a Sales Cloud organization
• Highly customizable. A Community Cloud portal can be totally customized both visually and with different funcionalities with little to no coding skills required

Incentivized

• Feedback module. I'm scratching for things to record in cons here. The feedback module could be improved by having further display options - being able to preview feedback without clicking into it. However, livepro have taken this feedback on board and are already looking at ways to improve.
• Admin/roles. The current way to set up the roles/permissions is clunky however this is not a space you need to use often. I'm looking forward to the new and improved version that is being worked on.

• None that come to mind - integrations, experience, and use is great! However, if you're trying to learn it yourself, you may benefit from consulting an expert. Or, if you're wondering if it's good for you, a business analysis will suit you well before you implement to save yourselves, time, money, efforts, and even people.

Incentivized

Usability is pretty streamlined, especially if you're familiar with other Salesforce products, but even if not, take it from me, as I just entered the technological space about two years ago, that this product is pretty simple to learn. You don't have to jump in with your head underwater. Small wins and learnings along the way are what foster long-term understandings and enable your evolution alongside the product. I definitely recommend Salesforce Trailhead along with it

Incentivized

Through ease of use and expandability, I think that Community Cloud is a best in class at exposing Salesforce integrations, as well as expandability in working through building custom add-ons for Salesforce for collaborations and self-service. Additionally, the speed to market on these changes are lightning-quick and allow for experimentation.

Incentivized

We have weekly calls with our Salesforce reps. They bring new ideas to the table and help with taxonomy builds. They have also answered many questions and connected us to the right people for us to grow our knowledge and utilization of the platform. They are a good partner overall in comparison.

Incentivized

SharePoint did not have the functionality that livepro does. We attempted to create a knowledge hub in SharePoint but were left disappointed.

Salesforce Experience Cloud was selected due to its tight integration with our existing Salesforce CRM platform. Customization of the portal was much, much simpler compared to Sharepoint - especially with role-based security parameters that are ultimately inherited based on attributes within the Salesforce CRM platform. Salesforce Experience Cloud was a natural fit for this customer-facing purpose.

Incentivized

• livepro has improved our right first time response for our customer contact center. In the first six months of going live, our RFT response increased to the 60th percentile from 50 percent.
• One source of truth--our customer service team is confident in the answers they are providing and that they can rely on the accuracy and quality of information.
• Providing a superior level of customer service--as the team becomes more efficient in using the system, they are processing more calls and creating more meaningful outcomes for our customers. The teams percentage of missed (abandoned) calls has dropped from 4.26 percent to 3 percent since implementation of livepro.

• Its given us much better issue and customer satisfaction tracking, since before Community Cloud much of our communications were extremely siloed within Outlook. We had no visibility because communications happened on an individual basis rather than a holistic level (the company).
• We've increased user interaction and given our customers a reason to come to the website repeatedly.
• Our costs have gone up, naturally, as the system proves to be a strong solution. We have pulled in other resources and teams which requires more licenses. I guess that's a sign of success but also a cost.

Incentivized