Text Case Studies BBB Boston Improves customer service with LiveChat

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	BBB Boston Improves customer service with LiveChat Text

BBB Boston Improves customer service with LiveChat

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Technology Category	Application Infrastructure & Middleware - API Integration & Management
Services	Software Design & Engineering Services
Challenge	Better Business Bureau (BBB) Boston, an organization that helps consumers make educated decisions about their purchases, was dealing with a lot of inquiries. These inquiries could be about a particular business, the way BBB works, or complaint-related matters. They needed a solution that would allow for fluent communication with consumers. They wanted to provide another way of contact besides phone and email and also improve their customer service. Read More
About Customer	Better Business Bureau is an organization that helps consumers make educated decisions about their purchases. To receive BBB accreditation, a company has to “agree and adhere to the organization’s high standards of ethical business behavior,” said Deanna Liberti, VP of Operations at the Boston BBB branch. BBB provides objective advice, free BBB Business Reviews and educational information on topics affecting marketplace trust. Since its founding in 1912, BBB has guarded the fairness of the marketplace and promoted trust. Today, with more than 112 BBBs across the U.S. and Canada, they continue to keep vigil and ensure ethical conduct in business by monitoring more than 4.5 million local and national businesses and charities. Read More
Solution	BBB Boston decided to implement LiveChat on their site to provide another method for consumers and businesses to contact BBB to learn more about programs and services or to ask questions. A number of features were crucial for this aim. Canned responses, which are short, premade snippets of text, made responding to multiple chats easier. The reporting and archives feature helped to measure their success. BBB also uses three LiveChat integrations to boost their customer service efforts: Facebook, join.me, and Google Analytics. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Services

Software Design & Engineering Services

Challenge

Better Business Bureau (BBB) Boston, an organization that helps consumers make educated decisions about their purchases, was dealing with a lot of inquiries. These inquiries could be about a particular business, the way BBB works, or complaint-related matters. They needed a solution that would allow for fluent communication with consumers. They wanted to provide another way of contact besides phone and email and also improve their customer service.

About Customer

Better Business Bureau is an organization that helps consumers make educated decisions about their purchases. To receive BBB accreditation, a company has to “agree and adhere to the organization’s high standards of ethical business behavior,” said Deanna Liberti, VP of Operations at the Boston BBB branch. BBB provides objective advice, free BBB Business Reviews and educational information on topics affecting marketplace trust. Since its founding in 1912, BBB has guarded the fairness of the marketplace and promoted trust. Today, with more than 112 BBBs across the U.S. and Canada, they continue to keep vigil and ensure ethical conduct in business by monitoring more than 4.5 million local and national businesses and charities.

Solution

BBB Boston decided to implement LiveChat on their site to provide another method for consumers and businesses to contact BBB to learn more about programs and services or to ask questions. A number of features were crucial for this aim. Canned responses, which are short, premade snippets of text, made responding to multiple chats easier. The reporting and archives feature helped to measure their success. BBB also uses three LiveChat integrations to boost their customer service efforts: Facebook, join.me, and Google Analytics.

Impact #1	When the chat function went live, consumers and businesses started using it immediately.
Impact #2	This method of customer service has proven to be quite successful.
Impact #3	On average, 1200 chats are handled via BBB’s LiveChat.

Impact #1

When the chat function went live, consumers and businesses started using it immediately.

Impact #2

This method of customer service has proven to be quite successful.

Impact #3

On average, 1200 chats are handled via BBB’s LiveChat.

Benefit #1	1200 chats are handled on average via BBB’s LiveChat.
Benefit #2	The LiveChat team grew from 5 to 16 agents.

Benefit #1

1200 chats are handled on average via BBB’s LiveChat.

Benefit #2

The LiveChat team grew from 5 to 16 agents.

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Overview

BBB Boston Improves customer service with LiveChat

Operational Impact

Quantitative Benefit