LivePerson
Case Studies
Providing Information as a Public Service through Digital Engagement
Overview
Providing Information as a Public Service through Digital EngagementLivePerson |
Application Infrastructure & Middleware - API Integration & Management | |
Education | |
System Integration | |
Operational Impact
The service has achieved an amazing 100 percent staff enthusiasm, as the service helps them to better serve the public. | |
The consortium is also starting to talk more seriously about moving to proactive chat for patrons browsing the websites of participant libraries, so that those exhibiting certain behaviors would see a pop-up with an offer to chat. | |
The consortium is currently doing an eight-month pilot to add text messaging to their engagement options. | |
Quantitative Benefit
82% of visitors received better information though askON than on their own | |
51% of college inquiries and 60% of public inquiries resolved in less than 10 minutes | |
80%+ rating for agents on listening, customer service, and research skills | |