Michigan Legal Help Program Assisting Citizens with Legal Matters with Digital Engagement
Customer Company Size
SME
Region
- America
Country
- United States
Product
- LiveEngage platform
- HotDocs technology
Tech Stack
- Live chat technology
- Automated online legal forms and documents
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Professional Service
Applicable Functions
- Human Resources
- Business Operation
Use Cases
- Chatbots
- Remote Collaboration
Services
- Software Design & Engineering Services
- System Integration
About The Customer
The Michigan Legal Help Program is a service of the Michigan Poverty Law Program. The organization’s five employees and many volunteers support citizens on the organization’s website and at seven self-help centers around the state. The program provides self-help information and automated generation of legal documents for citizens who are navigating the state’s civil court system without an attorney. The Michigan Legal Help website was launched in August 2012 and offers a variety of resources, including informational content, referrals to legal services organizations, and automated online legal forms and documents. The most technologically complex resources on the website are automated online legal forms and documents, which can be completed with an interview process using HotDocs technology.
The Challenge
The Michigan Legal Help Program was established to provide legal information for citizens who find themselves in the civil court system without a lawyer. The program offers a variety of resources, including informational content, referrals to legal services organizations, and automated online legal forms and documents. However, the complexity of these resources and the variables in people’s situations often led to questions and difficulties in navigation. The five-person staff of the Michigan Legal Help Program did not have the capacity to field inquiries from the public. The organization needed a cost-effective channel to answer legal information questions, help visitors navigate the tools available, and ensure that volunteer agents could log into the platform from anywhere.
The Solution
The Michigan Legal Help Program deployed a LivePerson live chat solution and trained volunteer law students to staff the channel. The LiveEngage platform was chosen for its ease of deployment and the ability for volunteers to log in remotely. The volunteers received training on the platform, the Michigan Legal Help website, the online tool for building legal documents, and how to help clients without giving legal advice. The live chat lines are staffed from 11:00 a.m. to 3:00 p.m. on weekdays, and visitors are able to leave a message for an agent at other times of the day. The LivePerson Customer Success manager assigned to Michigan Legal Help has provided periodic checkups, scorecards, and advice on how to make the most of the solution.
Operational Impact
Quantitative Benefit
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