Lifeline Australia: Providing Help and Resources to People in Crisis
公司规模
Large Corporate
地区
- Pacific
国家
- Australia
产品
- LiveEngage platform
- Click-to-Chat
技术栈
- Live chat
- Microsoft Dynamics CRM system
- Microsoft SQL data warehouse
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
技术
- 平台即服务 (PaaS) - 连接平台
适用行业
- 医疗保健和医院
适用功能
- 人力资源
用例
- 远程协作
- 对话机器人
服务
- 系统集成
- 软件设计与工程服务
关于客户
Lifeline Australia is a crisis counseling and referral service that was founded in 1963 by Methodist minister Rev. Dr. Sir Alan Walker. The organization provides services to Australians in distress, available by phone, live chat, and in person at 60 locations across the country. Lifeline has 1,000 staff and 11,000 volunteers who operate from more than 60 locations across the country. The organization wanted to add a live chat channel to its phone counseling services to reach a younger demographic that is less comfortable with calling in by phone.
挑战
Lifeline Australia, a crisis counseling and referral service, wanted to add a live chat channel to its phone counseling services to reach a younger demographic that is less comfortable with calling in by phone. The organization initially tried a rudimentary live chat solution and an internally-developed application, but found these solutions lacking in several ways. The offshore service had slow connectivity and full-time support was difficult to obtain. The in-house system was not built with the right technology skills and had mistakes in the underlying architecture of the platform.
解决方案
After conducting a formal market survey in 2012, Lifeline Australia decided to use LivePerson's LiveEngage platform with Click-to-Chat. The platform was recommended by Telstra, which provides part of Lifeline's telephone infrastructure. Lifeline's crisis chat service was switched to the LiveEngage platform in October 2012. The LivePerson Customer Success team worked with Lifeline to ensure a smooth deployment and maintains a cadence of touch points to make sure the organization gets the most out of the solution. Lifeline started with five concurrent agents of the LiveEngage platform, but now runs 18 concurrent agents in the Brisbane, Adelaide, and Perth locations, covering all of Australia’s time zones. The live chat channel is now available during the especially dangerous overnight hours, from 8:00 p.m. to 4:00 a.m.
运营影响
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