LivePerson > 实例探究 > Association of Certified Fraud Examiners Engaging clearly with members around the world

Association of Certified Fraud Examiners Engaging clearly with members around the world

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公司规模
SME
地区
  • America
国家
  • United States
产品
  • LiveEngage platform
  • Click-to-chat
技术栈
  • Live chat technology
  • Digital engagement solution
实施规模
  • Enterprise-wide Deployment
影响指标
  • Customer Satisfaction
技术
  • 应用基础设施与中间件 - API 集成与管理
适用行业
  • Professional Service
适用功能
  • 销售与市场营销
  • 商业运营
服务
  • 软件设计与工程服务
关于客户
The Association of Certified Fraud Examiners (ACFE) is a professional organization founded in 1988. It serves practitioners in the accounting, legal, and law enforcement fields who investigate white-collar crime and other financial fraud. The organization has 83 employees and serves more than 70,000 members, including 40,000 who have earned the Certified Fraud Examiner (CFE) designation. The ACFE has grown rapidly over 25 years and now boasts members in more than 150 countries around the world. The CFE designation is sought by professionals in the accounting, legal, and law enforcement fields to demonstrate their qualification for a variety of job positions and contract opportunities related to fraud investigation.
挑战
The Association of Certified Fraud Examiners (ACFE) was seeking a clearer channel for communication with its international members. The organization was facing challenges in facilitating communications with international members through a written, real-time channel. They also needed to provide service for members and prospective members who might not call in. The ACFE was looking for a solution that could improve communication in situations where language barriers and poor connection quality were hindering effective customer service. They also recognized that members in North America would benefit from a digital engagement channel, as it would save time and provide a convenient alternative to phone calls.
解决方案
The ACFE deployed a digital engagement solution from LivePerson two years ago. The program grew exponentially in the first year, and agents from the membership department now conduct more than 2,000 live chat conversations per month. The solution includes the LiveEngage platform with click-to-chat functionality. The ACFE also made modifications to their website so that the chat icon was visible throughout the website regardless of the page. They also have a second live chat button on pages that generate a lot of inquiries. Over time, data gathered from a post-chat survey sent through the LiveEngage platform has helped the ACFE to improve its website in other ways.
运营影响
  • The ACFE now conducts more than 2,000 live chat conversations per month.
  • Visitors wait only 11 seconds on average before being greeted by an agent, and time to resolution averages 11 minutes.
  • The live chat channel boasts a 95 percent customer satisfaction rate.
  • The ACFE has been able to save on headcount in the call center through deflections of phone calls to live chat.
数量效益
  • 1-2 headcount savings in call center through deflections of phone calls to live chat
  • 11 second average waiting time for live chat
  • 11 minute time to resolution for live chat
  • 95% satisfaction rate for live chat channel

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