Engaging with Live Chat to Deliver Compassion and Hope
Customer Company Size
SME
Region
- Middle East
Country
- Israel
Product
- LiveEngage
Tech Stack
- Live chat
- Mobile live chat
- Data analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Human Resources
Use Cases
- Chatbots
- Remote Collaboration
Services
- Training
- Cloud Planning, Design & Implementation Services
About The Customer
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.
The Challenge
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 Solution
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.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Hospital Inventory Management
The hospital supply chain team is responsible for ensuring that the right medical supplies are readily available to clinicians when and where needed, and to do so in the most efficient manner possible. However, many of the systems and processes in use at the cancer center for supply chain management were not best suited to support these goals. Barcoding technology, a commonly used method for inventory management of medical supplies, is labor intensive, time consuming, does not provide real-time visibility into inventory levels and can be prone to error. Consequently, the lack of accurate and real-time visibility into inventory levels across multiple supply rooms in multiple hospital facilities creates additional inefficiency in the system causing over-ordering, hoarding, and wasted supplies. Other sources of waste and cost were also identified as candidates for improvement. Existing systems and processes did not provide adequate security for high-cost inventory within the hospital, which was another driver of cost. A lack of visibility into expiration dates for supplies resulted in supplies being wasted due to past expiry dates. Storage of supplies was also a key consideration given the location of the cancer center’s facilities in a dense urban setting, where space is always at a premium. In order to address the challenges outlined above, the hospital sought a solution that would provide real-time inventory information with high levels of accuracy, reduce the level of manual effort required and enable data driven decision making to ensure that the right supplies were readily available to clinicians in the right location at the right time.
Case Study
Gas Pipeline Monitoring System for Hospitals
This system integrator focuses on providing centralized gas pipeline monitoring systems for hospitals. The service they provide makes it possible for hospitals to reduce both maintenance and labor costs. Since hospitals may not have an existing network suitable for this type of system, GPRS communication provides an easy and ready-to-use solution for remote, distributed monitoring systems System Requirements - GPRS communication - Seamless connection with SCADA software - Simple, front-end control capability - Expandable I/O channels - Combine AI, DI, and DO channels
Case Study
Driving Digital Transformations for Vitro Diagnostic Medical Devices
Diagnostic devices play a vital role in helping to improve healthcare delivery. In fact, an estimated 60 percent of the world’s medical decisions are made with support from in vitrodiagnostics (IVD) solutions, such as those provided by Roche Diagnostics, an industry leader. As the demand for medical diagnostic services grows rapidly in hospitals and clinics across China, so does the market for IVD solutions. In addition, the typically high cost of these diagnostic devices means that comprehensive post-sales services are needed. Wanteed to improve three portions of thr IVD:1. Remotely monitor and manage IVD devices as fixed assets.2. Optimizing device availability with predictive maintenance.3. Recommending the best IVD solution for a customer’s needs.
Case Study
HaemoCloud Global Blood Management System
1) Deliver a connected digital product system to protect and increase the differentiated value of Haemonetics blood and plasma solutions. 2) Improve patient outcomes by increasing the efficiency of blood supply flows. 3) Navigate and satisfy a complex web of global regulatory compliance requirements. 4) Reduce costly and labor-intensive maintenance procedures.
Case Study
Harnessing real-time data to give a holistic picture of patient health
Every day, vast quantities of data are collected about patients as they pass through health service organizations—from operational data such as treatment history and medications to physiological data captured by medical devices. The insights hidden within this treasure trove of data can be used to support more personalized treatments, more accurate diagnosis and more advanced preparative care. But since the information is generated faster than most organizations can consume it, unlocking the power of this big data can be a struggle. This type of predictive approach not only improves patient care—it also helps to reduce costs, because in the healthcare industry, prevention is almost always more cost-effective than treatment. However, collecting, analyzing and presenting these data-streams in a way that clinicians can easily understand can pose a significant technical challenge.
