Community College of Denver (CCD) faced a significant increase in enrollment, which put a strain on their existing systems and programs. The administrative functions, particularly the Call Center, faced unprecedented pressure. The college needed a technology solution that would enable the Call Center to handle a higher volume of support calls without increasing resources. They realized that live chat could bring the economies of scale they were looking for. They also needed to improve their website architecture to improve students’ ability to self-serve.

Beau-coup, a leader in the online favors and gifts industry, was facing challenges with its customer service. The company prides itself on offering exceptional customer service, but technical issues with their previous chat provider were causing interruptions and a frustrating experience for both customers and service reps. The company was dropping a lot of chats due to connection issues, and they were missing 20 to 30 chats a day. They also lacked information about how their customers came to their site, what search terms they used, and if the resulting chat was proactive or reactive. There was no method to the madness in how their chat invitations were fired, and they experienced very poor acceptance rates as a result.

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.

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 Michigan Legal Help Program was established to provide legal information for citizens who find themselves in the civil court system without a lawyer. The program offers a variety of resources, including informational content, referrals to legal services organizations, and automated online legal forms and documents. However, the complexity of these resources and the variables in people’s situations often led to questions and difficulties in navigation. The five-person staff of the Michigan Legal Help Program did not have the capacity to field inquiries from the public. The organization needed a cost-effective channel to answer legal information questions, help visitors navigate the tools available, and ensure that volunteer agents could log into the platform from anywhere.

Sunweb Holidays, a popular travel holiday company, was facing challenges in the increasingly competitive online travel industry. The cost of targeting customers had risen significantly, with 50% of the company's marketing budget being spent on Google Ad Words alone, which was not driving the required return on investment. The company also suffered from limited IT agility, with a small local team only able to control the site content via a Content Management System that offered limited personalisation and reporting capabilities. Sunweb Holidays wanted to capitalise on the growing number of visitors to its website and convert them into sales, rather than just focusing on driving traffic to the website.

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.

Discount Tire Direct, a subsidiary of Discount Tire Company, was facing challenges in delivering an outstanding digital customer experience and increasing e-commerce conversion rates. The company wanted to maintain high in-store customer satisfaction rates via digital channels. They had experimented with an on-premise live chat solution when they initially added e-commerce to their website in 2003, but it was simply a passive button called Click to Talk and was soon removed. In late 2011, they decided to revisit the use of live chat deployment on their website to rethink how they engaged customers on their website, seeking to make it the best buying experience possible for their customers.

David’s Bridal, an international wedding dress destination, was facing a unique challenge. When shopping for wedding dresses, 50% of brides were calling stores to book appointments. If the stores were closed or sales agents couldn’t get to the phone in time, they were losing business. Agents sometimes had to step away from the brides they were helping to answer the phone, creating a poor experience for in-store customers. The company wanted to be available for customers 24/7 without having to add additional staff. They believed AI and automation could help and began looking at different chatbot providers.

Virgin Atlantic, the UK's second largest long-haul airline, prides itself on offering a high level of customer service, starting from the point of booking via their website. However, managing fluctuating levels of customer enquiries, particularly via email, was proving to be a significant challenge. The average query took at least three emails and 48 hours to resolve. The airline needed to find a way to improve this response time without increasing costs. Additionally, Virgin Atlantic wanted to improve ticket sales conversion rates and catch website visitors who were dropping off before completing the booking process.

Poder Comercial, a mobile phone distributor that markets Telcel services to corporate accounts and consumer distributors throughout Mexico, wanted to build on its reputation for personalized service by adding a live chat channel for sales and customer service. The company was looking for a solution that would provide an intimate, real-time engagement channel to support its corporate reputation for personalized service, increase sales in corporate and distributor accounts, and bring more efficiency and effectiveness to customer service operations. The company had been considering live chat as a sales and customer service channel for several years, but wanted to ensure they got it right the first time. They conducted a market survey of digital engagement solutions, looking for a solution that went beyond rudimentary live chat to an intelligent and proactive engagement solution, and a demonstrably secure platform in a cloud-based environment.

Harvard Business Services, a leading provider of business formation services for Delaware corporations and LLCs, faced several challenges. The company wanted to extend its culture of personalized service to an online channel, increase sales by engaging with customers at moments of confusion, and provide a comfortable channel to assist international customers for whom English is a second language. The company had previously used AOL Instant Messaging as a channel for quick answers to questions that came up during the signup process, but found it was not convenient for clients to connect with them, and the interface wasn’t always user friendly.

EE, a UK-based digital communications company, was looking to establish its brand and enhance its customer service across all channels. The company registers around 86 million customer conversations via online and offline channels annually. EE saw Live Chat as an important new way to establish high levels of customer satisfaction in relation to transactional queries and general enquiries on the site. The challenge was to fully establish the brand in the minds of consumers, which only arrived on the scene in October 2012 with the launch of 4G. In addition to branding, EE wanted to be considered best in service across all channels.

The Association of Certified Fraud Examiners (ACFE) was seeking a clearer channel for communication with its international members. The organization was facing challenges in facilitating communications with international members through a written, real-time channel. They also needed to provide service for members and prospective members who might not call in. The ACFE was looking for a solution that could improve communication in situations where language barriers and poor connection quality were hindering effective customer service. They also recognized that members in North America would benefit from a digital engagement channel, as it would save time and provide a convenient alternative to phone calls.

TOOLSTOP, a UK-based online retailer of professional hand and power tools, was looking to enhance its customers' online shopping experiences. While the company had various channels for customer engagement, including email, Facebook, and a blog, it recognized the potential of real-time interaction with product experts to address customer queries about pricing, shipping, and technical details. TOOLSTOP had already implemented LivePerson’s LP Chat for Small Business solution on its website, which significantly increased sales conversions. However, the company wanted to further optimize their chat initiative without a significant investment in time and resources.

Frank Myers Auto Maxx, a car dealership in North Carolina, operates by appointment only. While their website provides a wealth of information about the dealership and its offerings, customers looking to schedule an appointment for the next day would be out of luck if it was after the business's closing time of 7:00 p.m. As a small business, Frank Myers Auto did not have the resources to stay open late and take customer calls throughout the night. The dealership realized it was missing valuable opportunities to interact with potential prospects and customers after hours.

Plusnet, a Sheffield-based broadband and phone provider, experienced substantial growth over a short period of time to the extent that the business was struggling to cope with the volume of sales. The lengthy registration process (14-16 pages before the site re-launch) was slowing down conversion rates. Customers were experiencing a frustrating sign-up process and taking an average of twenty five minutes to convert. The business identified an opportunity to engage with customers before they felt the need to call the contact centre, thereby deflecting the influx of calls and assisting speedier conversions.

Warehouse Skateboards, a premier online retailer of skateboards, skateboard accessories and skate clothing, was facing a challenge with the costs of engaging their customers via an 800 number. The phone bills were eating up all of their profits and they needed to find a way to move those conversations away from the phone. The company was also facing issues with their website's user interface and content, which were not reflecting how their customers shopped and thought. They needed a solution that would not only reduce their customer service costs but also improve their website's user experience and conversion rates.