LivePerson > 实例探究 > Engaging with Students to Build an Affordable Education

Engaging with Students to Build an Affordable Education

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公司规模
SME
地区
  • America
国家
  • United States
产品
  • LivePerson
技术栈
  • LiveEngage platform
  • Google Analytics
  • Zoho customer relationship management system
实施规模
  • Enterprise-wide Deployment
影响指标
  • Customer Satisfaction
  • Cost Savings
  • Productivity Improvements
技术
  • 应用基础设施与中间件 - API 集成与管理
适用行业
  • 教育
适用功能
  • 销售与市场营销
服务
  • 系统集成
关于客户
StraighterLine is a rapidly growing provider of self-paced college courses. Founded in 2008 and headquartered in Baltimore, Maryland, the company has served over 15,000 students to date and transferred over 16,000 credits in 2013. StraighterLine offers self-paced, independent study college courses at an affordable price. They partner with top universities so that students can take their general education courses, and then seamlessly transfer the credits to their partner institutions. The company is able to cut the cost of courses dramatically because of the way they are delivered. They don’t have the physical overhead that a brick-and-mortar institution has and they price their courses much closer to cost than many online schools.
挑战
StraighterLine, a provider of self-paced college courses, was looking for a way to engage with students and prospective students in a familiar channel. They wanted to provide engagement options for mobile users and improve conversion and customer satisfaction rates. The company had a live chat solution from LivePerson, but it was not being used to its full potential. They were completing around 100 chat conversations per month, with inquiries fielded on an ad-hoc basis by members of the telephone call center team. They realized they were missing substantial opportunities and needed to optimize their live chat.
解决方案
StraighterLine decided to optimize their live chat solution from LivePerson. They hired two dedicated live chat agents and within two months, they were having 500 conversations per month. The program was transferred to the student support team, where it continued to grow. StraighterLine now owns five concurrent agent seats for the LiveEngage platform, and the number of live chat agents has grown to seven. Different agents handle sales inquiries from prospective students versus support inquiries from current students. StraighterLine also uses rules-based targeting through the LiveEngage platform to invite high-value visitors to proactive live chat. The company just launched a new mobile-friendly website with responsive design, and mobile live chat from LivePerson is integrated into that site.
运营影响
  • Sales and customer relationships improved with a 10 percentage points higher conversion rate for live chat participants compared with all website visitors.
  • There was a 2,500% increase in monthly chat conversations in one year, from 100 to 2,500 per month.
  • The live chat channel achieved a 90% customer satisfaction rate.
  • Efficiency improvements were seen with cost avoidance of 6-7 FTE for call center if live chat did not exist.
  • 5% deflection of phone inquiries to live chat was achieved.
数量效益
  • 10 percentage points higher conversion rate for live chat participants.
  • 2,500% increase in monthly chat conversations.
  • 90% customer satisfaction rate for live chat channel.
  • Cost avoidance of 6-7 FTE for call center.
  • 5% deflection of phone inquiries to live chat.

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