LivePerson
Case Studies
Lifeline Australia: Providing Help and Resources to People in Crisis
Overview
Lifeline Australia: Providing Help and Resources to People in CrisisLivePerson |
Platform as a Service (PaaS) - Connectivity Platforms | |
Healthcare & Hospitals | |
Human Resources | |
Chatbots Remote Collaboration | |
Software Design & Engineering Services System Integration | |
Operational Impact
Exit surveys sent through the LiveEngage platform clearly indicate that Lifeline’s crisis chat service reaches people who would not call the organization on the phone. | |
While live chat is a comfortable channel for starting a conversation, counselors strongly encourage visitors to speak with a counselor by phone when conversations become more serious. | |
Due to the anonymity of live chat, it is impossible to quantify exactly how many live chat participants subsequently contact Lifeline by phone, but the evidence suggests that this is a common scenario. | |
Quantitative Benefit
40% increase in live chat conversations from 2012 to 2013 (from 16,000 to 27,000) | |
42% of live chat conversations discussing topic of suicide | |
95% of exit survey respondents feel better after chatting with a counselor | |