Engaging with Live Chat to Deliver Compassion and Hope
公司规模
11-200
地区
- Middle East
国家
- Israel
产品
- LiveEngage
技术栈
- Live chat
- Mobile live chat
- Data analytics
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
技术
- 分析与建模 - 实时分析
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 医疗保健和医院
适用功能
- 人力资源
用例
- 对话机器人
- 远程协作
服务
- 云规划/设计/实施服务
- 培训
关于客户
SAHAR is a nonprofit organization founded in 2002 and located in Israel. The organization offers free online assistance to people who are experiencing emotional distress. Individuals who are depressed or suicidal and need someone to lend an ear can reach out for support through SAHAR’s website and various social channels. The organization relies on a network of approximately 100 volunteers to provide this support. SAHAR conducts approximately 1,000 live chat sessions each month and added mobile live chat with the help of LivePerson last year, which now accounts for 20 percent of all chats conducted. The organization offers support in both Hebrew and Arabic, with about 70 percent of its engagements in Hebrew and 30 percent in Arabic.
挑战
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.
解决方案
SAHAR implemented LivePerson's LiveEngage platform to deliver live chat engagement on their website and Facebook page. The platform was chosen for its cloud-based solution that offered seamless ease of management and integrated security standards around privacy and confidentiality. LiveEngage also provided enrichment analytics to leverage data insights for improving chat and information effectiveness. With the help of LivePerson, SAHAR was able to integrate a mobile-friendly live chat addition, optimizing the experience for users engaging via mobile devices. The LivePerson Customer Success manager coordinated with SAHAR staff to integrate learning modules targeted to address SAHAR’s learning requirements, including training on how to chat with someone using a mobile device.
运营影响
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