LivePerson Case Studies Association of Certified Fraud Examiners Engaging clearly with members around the world

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	Association of Certified Fraud Examiners Engaging clearly with members around the world LivePerson

Association of Certified Fraud Examiners Engaging clearly with members around the world

LivePerson

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Professional Service
Applicable Functions	Sales & Marketing Business Operation
Services	Software Design & Engineering Services
Challenge	The Association of Certified Fraud Examiners (ACFE) was seeking a clearer channel for communication with its international members. The organization was facing challenges in facilitating communications with international members through a written, real-time channel. They also needed to provide service for members and prospective members who might not call in. The ACFE was looking for a solution that could improve communication in situations where language barriers and poor connection quality were hindering effective customer service. They also recognized that members in North America would benefit from a digital engagement channel, as it would save time and provide a convenient alternative to phone calls. Read More
About Customer	The Association of Certified Fraud Examiners (ACFE) is a professional organization founded in 1988. It serves practitioners in the accounting, legal, and law enforcement fields who investigate white-collar crime and other financial fraud. The organization has 83 employees and serves more than 70,000 members, including 40,000 who have earned the Certified Fraud Examiner (CFE) designation. The ACFE has grown rapidly over 25 years and now boasts members in more than 150 countries around the world. The CFE designation is sought by professionals in the accounting, legal, and law enforcement fields to demonstrate their qualification for a variety of job positions and contract opportunities related to fraud investigation. Read More
Solution	The ACFE deployed a digital engagement solution from LivePerson two years ago. The program grew exponentially in the first year, and agents from the membership department now conduct more than 2,000 live chat conversations per month. The solution includes the LiveEngage platform with click-to-chat functionality. The ACFE also made modifications to their website so that the chat icon was visible throughout the website regardless of the page. They also have a second live chat button on pages that generate a lot of inquiries. Over time, data gathered from a post-chat survey sent through the LiveEngage platform has helped the ACFE to improve its website in other ways. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Professional Service

Applicable Functions

Sales & Marketing

Business Operation

Services

Software Design & Engineering Services

Challenge

The Association of Certified Fraud Examiners (ACFE) was seeking a clearer channel for communication with its international members. The organization was facing challenges in facilitating communications with international members through a written, real-time channel. They also needed to provide service for members and prospective members who might not call in. The ACFE was looking for a solution that could improve communication in situations where language barriers and poor connection quality were hindering effective customer service. They also recognized that members in North America would benefit from a digital engagement channel, as it would save time and provide a convenient alternative to phone calls.

About Customer

The Association of Certified Fraud Examiners (ACFE) is a professional organization founded in 1988. It serves practitioners in the accounting, legal, and law enforcement fields who investigate white-collar crime and other financial fraud. The organization has 83 employees and serves more than 70,000 members, including 40,000 who have earned the Certified Fraud Examiner (CFE) designation. The ACFE has grown rapidly over 25 years and now boasts members in more than 150 countries around the world. The CFE designation is sought by professionals in the accounting, legal, and law enforcement fields to demonstrate their qualification for a variety of job positions and contract opportunities related to fraud investigation.

Solution

The ACFE deployed a digital engagement solution from LivePerson two years ago. The program grew exponentially in the first year, and agents from the membership department now conduct more than 2,000 live chat conversations per month. The solution includes the LiveEngage platform with click-to-chat functionality. The ACFE also made modifications to their website so that the chat icon was visible throughout the website regardless of the page. They also have a second live chat button on pages that generate a lot of inquiries. Over time, data gathered from a post-chat survey sent through the LiveEngage platform has helped the ACFE to improve its website in other ways.

Impact #1	The ACFE now conducts more than 2,000 live chat conversations per month.
Impact #2	Visitors wait only 11 seconds on average before being greeted by an agent, and time to resolution averages 11 minutes.
Impact #3	The live chat channel boasts a 95 percent customer satisfaction rate.

Impact #1

The ACFE now conducts more than 2,000 live chat conversations per month.

Impact #2

Visitors wait only 11 seconds on average before being greeted by an agent, and time to resolution averages 11 minutes.

Impact #3

The live chat channel boasts a 95 percent customer satisfaction rate.

Benefit #1	1-2 headcount savings in call center through deflections of phone calls to live chat
Benefit #2	11 second average waiting time for live chat
Benefit #3	11 minute time to resolution for live chat

Benefit #1

1-2 headcount savings in call center through deflections of phone calls to live chat

Benefit #2

11 second average waiting time for live chat

Benefit #3

11 minute time to resolution for live chat

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Overview

Association of Certified Fraud Examiners Engaging clearly with members around the world

Operational Impact

Quantitative Benefit