LivePerson Case Studies Community College of Denver Enrolling in Digital Engagement for Efficiency and Better Service

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	Community College of Denver Enrolling in Digital Engagement for Efficiency and Better Service LivePerson

Community College of Denver Enrolling in Digital Engagement for Efficiency and Better Service

LivePerson

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Education
Use Cases	Chatbots
Services	Software Design & Engineering Services
Challenge	Community College of Denver (CCD) faced a significant increase in enrollment, which put a strain on their existing systems and programs. The administrative functions, particularly the Call Center, faced unprecedented pressure. The college needed a technology solution that would enable the Call Center to handle a higher volume of support calls without increasing resources. They realized that live chat could bring the economies of scale they were looking for. They also needed to improve their website architecture to improve students’ ability to self-serve. Read More
About Customer	Community College of Denver (CCD) is a publicly-funded community college serving the city and county of Denver, Colorado. The college focuses on underserved communities and first-generation students. More than 500 CCD faculty and staff members serve more than 12,000 students with 41 degree programs. The college has seen significant enrollment increases over the past several years, as more unemployed people seek retraining and high school graduates seek to minimize the cost of their education. In Colorado, the Community College of Denver (CCD) saw enrollment more than double since 2008. Read More
Solution	CCD selected LivePerson’s LiveEngage platform based on its reputation in the marketplace and its holistic approach to digital engagement. They started by training one agent to staff a live chat channel for the Admissions department and left the remainder of his team on the phones. However, they quickly discovered that the segregation of support functions was unnecessary and unnatural, so they decided to break down the walls. Today, all of CCD’s 16 Call Center agents provide support by both phone and live chat. They expanded their services to other parts of the campus, including the Financial Aid department and Cashiering. They also plan to roll out live chat for mobile devices in 2014. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Education

Use Cases

Chatbots

Services

Software Design & Engineering Services

Challenge

Community College of Denver (CCD) faced a significant increase in enrollment, which put a strain on their existing systems and programs. The administrative functions, particularly the Call Center, faced unprecedented pressure. The college needed a technology solution that would enable the Call Center to handle a higher volume of support calls without increasing resources. They realized that live chat could bring the economies of scale they were looking for. They also needed to improve their website architecture to improve students’ ability to self-serve.

About Customer

Community College of Denver (CCD) is a publicly-funded community college serving the city and county of Denver, Colorado. The college focuses on underserved communities and first-generation students. More than 500 CCD faculty and staff members serve more than 12,000 students with 41 degree programs. The college has seen significant enrollment increases over the past several years, as more unemployed people seek retraining and high school graduates seek to minimize the cost of their education. In Colorado, the Community College of Denver (CCD) saw enrollment more than double since 2008.

Solution

CCD selected LivePerson’s LiveEngage platform based on its reputation in the marketplace and its holistic approach to digital engagement. They started by training one agent to staff a live chat channel for the Admissions department and left the remainder of his team on the phones. However, they quickly discovered that the segregation of support functions was unnecessary and unnatural, so they decided to break down the walls. Today, all of CCD’s 16 Call Center agents provide support by both phone and live chat. They expanded their services to other parts of the campus, including the Financial Aid department and Cashiering. They also plan to roll out live chat for mobile devices in 2014.

Impact #1	Over 20 percent of all student service requests are now addressed via live chat.
Impact #2	Call volumes have gone down by 10 percent.
Impact #3	Agents previously handled approximately 46 support resolutions per hour. With LivePerson, this ratio increased 13 percent, or 53 per hour.

Impact #1

Over 20 percent of all student service requests are now addressed via live chat.

Impact #2

Call volumes have gone down by 10 percent.

Impact #3

Agents previously handled approximately 46 support resolutions per hour. With LivePerson, this ratio increased 13 percent, or 53 per hour.

Benefit #1	10% reduction in service call volume via phone
Benefit #2	13% increase in support resolutions per hour to 46
Benefit #3	10% decrease in average phone wait times to 33 seconds

Benefit #1

10% reduction in service call volume via phone

Benefit #2

13% increase in support resolutions per hour to 46

Benefit #3

10% decrease in average phone wait times to 33 seconds

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Overview

Community College of Denver Enrolling in Digital Engagement for Efficiency and Better Service

Operational Impact

Quantitative Benefit