Lifeline Australia: Providing Help and Resources to People in Crisis
Company Size
1,000+
Region
- Pacific
Country
- Australia
Product
- LiveEngage platform
- Click-to-Chat
Tech Stack
- Live chat
- Microsoft Dynamics CRM system
- Microsoft SQL data warehouse
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Human Resources
Use Cases
- Chatbots
- Remote Collaboration
Services
- Software Design & Engineering Services
- System Integration
About The Customer
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.
The Challenge
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.
The Solution
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.
Operational Impact
Quantitative Benefit
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