Case Study: Liverpool City Council improves customer service and cuts onboarding time with livepro

Liverpool City Council cuts onboarding from 26 weeks to 4 weeks with livepro

Liverpool City Council faced a significant challenge as its customer service team relied on a cumbersome, outdated physical manual to resolve inquiries for its large population. This made it difficult to access timely information, leading to poor first-call resolution rates, low customer satisfaction, and an onboarding process for new agents that took up to 26 weeks. To address this, they implemented the livepro knowledge management solution.

By using livepro as a single, searchable source of truth, the council empowered its team to resolve calls quickly and accurately. The solution dramatically cut the onboarding process for new customer service representatives from 26 weeks to just four weeks. Staff satisfaction and confidence increased significantly, and the quality, speed, and consistency of customer service improved. livepro also provided new mobility, enabling the council to deploy the knowledge base in its mobile Mayoral office and plan a wider rollout.

Liverpool City Council