LivePerson > Case Studies > Engaging with Live Chat to Deliver Compassion and Hope

Engaging with Live Chat to Deliver Compassion and Hope

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Customer Company Size
SME
Region
  • Middle East
Country
  • Israel
Product
  • LiveEngage
Tech Stack
  • Live chat
  • Mobile live chat
  • Data analytics
Implementation Scale
  • Enterprise-wide Deployment
Impact Metrics
  • Customer Satisfaction
  • Digital Expertise
Technology Category
  • Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
  • Healthcare & Hospitals
Applicable Functions
  • Human Resources
Use Cases
  • Chatbots
  • Remote Collaboration
Services
  • Training
  • Cloud Planning, Design & Implementation Services
About The Customer
SAHAR is a nonprofit organization founded in 2002 and located in Israel. The organization offers free online assistance to people who are experiencing emotional distress. Individuals who are depressed or suicidal and need someone to lend an ear can reach out for support through SAHAR’s website and various social channels. The organization relies on a network of approximately 100 volunteers to provide this support. SAHAR conducts approximately 1,000 live chat sessions each month and added mobile live chat with the help of LivePerson last year, which now accounts for 20 percent of all chats conducted. The organization offers support in both Hebrew and Arabic, with about 70 percent of its engagements in Hebrew and 30 percent in Arabic.
The Challenge
SAHAR, a nonprofit organization based in Israel, was facing the challenge of enabling real-time digital engagement with distressed individuals. They needed to offer mobile chat and leverage data insights to improve chat and information effectiveness. The organization was seeking to connect its network of approximately 100 volunteers with those seeking assistance, and they were conducting approximately 1,000 live chat sessions each month. They needed to add mobile live chat, which was becoming increasingly important for their Arabic-speaking audience who primarily used mobile devices.
The Solution
SAHAR implemented LivePerson's LiveEngage platform to deliver live chat engagement on their website and Facebook page. The platform was chosen for its cloud-based solution that offered seamless ease of management and integrated security standards around privacy and confidentiality. LiveEngage also provided enrichment analytics to leverage data insights for improving chat and information effectiveness. With the help of LivePerson, SAHAR was able to integrate a mobile-friendly live chat addition, optimizing the experience for users engaging via mobile devices. The LivePerson Customer Success manager coordinated with SAHAR staff to integrate learning modules targeted to address SAHAR’s learning requirements, including training on how to chat with someone using a mobile device.
Operational Impact
  • SAHAR was able to conduct approximately 1,000 live chat sessions each month.
  • The organization added mobile live chat, which now accounts for 20 percent of all chats conducted.
  • SAHAR was able to leverage rich data insights for coaching and content.
  • The organization was able to provide an optimal experience for users engaging via mobile devices.
Quantitative Benefit
  • 20% annual live chat growth rate.
  • 20% of live chat conversations now via mobile devices.

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