LivePerson > Case Studies > Community College of Denver Enrolling in Digital Engagement for Efficiency and Better Service

Community College of Denver Enrolling in Digital Engagement for Efficiency and Better Service

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Customer Company Size
Large Corporate
Region
  • America
Country
  • United States
Product
  • LiveEngage
Tech Stack
  • Live chat
  • Text analytics
  • Chat conversation analysis
Implementation Scale
  • Enterprise-wide Deployment
Impact Metrics
  • Productivity Improvements
  • Cost Savings
Technology Category
  • Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
  • Education
Use Cases
  • Chatbots
Services
  • Software Design & Engineering Services
About The Customer
Community College of Denver (CCD) is a publicly-funded community college serving the city and county of Denver, Colorado. The college focuses on underserved communities and first-generation students. More than 500 CCD faculty and staff members serve more than 12,000 students with 41 degree programs. The college has seen significant enrollment increases over the past several years, as more unemployed people seek retraining and high school graduates seek to minimize the cost of their education. In Colorado, the Community College of Denver (CCD) saw enrollment more than double since 2008.
The Challenge
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.
The Solution
CCD selected LivePerson’s LiveEngage platform based on its reputation in the marketplace and its holistic approach to digital engagement. They started by training one agent to staff a live chat channel for the Admissions department and left the remainder of his team on the phones. However, they quickly discovered that the segregation of support functions was unnecessary and unnatural, so they decided to break down the walls. Today, all of CCD’s 16 Call Center agents provide support by both phone and live chat. They expanded their services to other parts of the campus, including the Financial Aid department and Cashiering. They also plan to roll out live chat for mobile devices in 2014.
Operational Impact
  • Over 20 percent of all student service requests are now addressed via live chat.
  • Call volumes have gone down by 10 percent.
  • Agents previously handled approximately 46 support resolutions per hour. With LivePerson, this ratio increased 13 percent, or 53 per hour.
  • Students saw average phone wait times decrease by 10 percent, to 33 seconds.
  • Text and chat conversation analysis through the LiveEngage platform has produced tangible benefits. During the 2013 enrollment period, Kester and Rivas identified several recurring issues from conversation logs, and the website was subsequently modified so that enrollment instructions were in a more intuitive location.
Quantitative Benefit
  • 10% reduction in service call volume via phone
  • 13% increase in support resolutions per hour to 46
  • 10% decrease in average phone wait times to 33 seconds
  • Support calls reduced by 2,000+ with website improvements identified via LiveEngage

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