United Way of Greater Atlanta is one of the largest United Way agencies in the United States, with more than $100 million in annual revenue. It invests in more than 200 charitable programs in its 13-county territory. The agency wanted to expand on the tremendous success of its 211 telephone referral program, which connects community members with a wide variety of social services. In 2012, the agency launched a revamped website with several new options for engaging with agents: email, text message, and live chat powered by LivePerson. The new e-services emphasis increased the total number of contacts by 25 percent. And visitors are overwhelmingly positive about the live chat channel, with satisfaction rates for waiting time, agent performance, and issue resolution all above 95 percent.
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