BBB Boston Improves customer service with LiveChat
Company Size
1,000+
Region
- America
Country
- United States
Product
- LiveChat
Tech Stack
- join.me
- Google Analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Services
- Software Design & Engineering Services
About The Customer
Better Business Bureau is an organization that helps consumers make educated decisions about their purchases. To receive BBB accreditation, a company has to “agree and adhere to the organization’s high standards of ethical business behavior,” said Deanna Liberti, VP of Operations at the Boston BBB branch. BBB provides objective advice, free BBB Business Reviews and educational information on topics affecting marketplace trust. Since its founding in 1912, BBB has guarded the fairness of the marketplace and promoted trust. Today, with more than 112 BBBs across the U.S. and Canada, they continue to keep vigil and ensure ethical conduct in business by monitoring more than 4.5 million local and national businesses and charities.
The Challenge
Better Business Bureau (BBB) Boston, an organization that helps consumers make educated decisions about their purchases, was dealing with a lot of inquiries. These inquiries could be about a particular business, the way BBB works, or complaint-related matters. They needed a solution that would allow for fluent communication with consumers. They wanted to provide another way of contact besides phone and email and also improve their customer service.
The Solution
BBB Boston decided to implement LiveChat on their site to provide another method for consumers and businesses to contact BBB to learn more about programs and services or to ask questions. A number of features were crucial for this aim. Canned responses, which are short, premade snippets of text, made responding to multiple chats easier. The reporting and archives feature helped to measure their success. BBB also uses three LiveChat integrations to boost their customer service efforts: Facebook, join.me, and Google Analytics.
Operational Impact
Quantitative Benefit
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