Every credit union is struggling with how to provide better, cost
effective online services to members. As online technology advances,
Internet savvy members are sending a clear signal that they desire
convenience and access to their information online with the ability
to have instant responses to their questions. It is this need for
instant online satisfaction that is making secure LivePerson Live
Chat a natural addition to any online banking site.
American Airlines Credit
Union (AACU) is a great example of an early adopter of LivePerson
Live Chat (www.liveperson.com),
using it to promote loan programs, support online customer service
initiatives, and reduce emails and 800 calls to great success. The
AACU was presented the prestigious award of Credit Union of the
Year by the National Association of Federal Credit Unions for its
use of LivePerson Secure Live Chat on its site, http://www.aaefcu.org/.
To view the Case Study on the use of LivePerson Live Chat in American
Airlines Credit Union site, please
Overview of Results of incorporating LivePerson Chat Solution
on the AAFCU site:
- Member chats with MSRs via LivePerson Live Chat resulted in
a 20% savings in comparison to standard 800 number and international
- This low cost program also led to an increase in selling of
additional services to members and resulted in a 15% increase
in new member accounts.
- Over the twelve months AAFCU offered chat there was a phenomenal
growth of 65% increase in chats between the launch of the service
through the end of 2001.
- Over the same period, the AAFCU website traffic increased by
75% as members were encouraged to use LivePerson Live Chat as
a customer service option.
"We wanted to increase the human element on our web site,"
says Carol Brown, Vice President, American Airlines Federal Credit
Union. "We are striving to offer our members the same level
of service online that they receive at a branch location. We accomplished
many of these goals by enabling our site with LivePerson Live Chat."
Live Chat has proven to address the critical needs of credit unions
by increasing loan applications and customer service to members,
while decreasing customer interaction costs. In addition, responding
to customer questions in real-time on the web site significantly
enhances the online experience increasing customer loyalty.
"We anticipated that Live Chat would be a technology that
credit unions would need to support their online business goals
and invested in measures that would make our products secure and
easy to use," says Robert LoCascio, CEO of LivePerson. "Having
a credit union representative available to a member online in real
time to respond to questions, makes the process convenient for the
member and profitable for the institution."
Visitors to a credit union website can initiate a chat session
by clicking an icon displayed on the web page. Clicking the chat
icon opens a new window on the screen for the chat conversation.
Initiating a chat conversation does not require any software download
or plug-in installation on the visitor's side. This ensures that
the visitor's local machine remains secure and is not exposed to
security breaches. The LivePerson Secure Live Chat products also
provide storage of all chat transcripts, making them easily accessible
by authorized personnel for review. Operators can handle multiple
concurrent chats (3-4) send visitors product info and applications
in the chat conversation, and analyze their performance with the
built in reporting capabilities. For after hour operations, when
operators may not be online, the Live Chat platform captures and
routes the emails to be addressed the next day.
"No other real-time product is as feature rich, cost effective
and easy to deploy and use as LivePerson Chat," adds LoCascio.
"The fast adoption rate of over 2,500 customers validates this
LivePerson Live Chat fits into any size credit union platform:
- All transactions (chats) are 128 byte (SSL) encrypted
- Chat Transcripts are stored in a searchable, auditable database
in compliance with current SEC regulations (SEC rule 17a-4)
- The LivePerson platform has successfully completed an SAS-75
- Installation can be completed in under one hour and the product
is completely scaleable to meet demand
- Data from the application (chat transcripts) can be integrated
with other credit union platforms or CRM systems.
- The only product in the market that combines real-time site
monitoring and analysis capabilities with real-time chat.
LivePerson also offers cost effective solutions to:
- Collect, manage and respond to email inquiries with a secure
- Organize and present Frequently Asked Questions (FAQ's)
- Organize and present product material, applications and company
literature with a document system.
For more information on LivePerson Live Chat, click the LivePerson