BBB Boston Improves Customer Service with LiveChat

The challenge

Creating trust in the marketplace

Better Business Bureau (BBB) deals with many questions as an organization that creates a better and fairer marketplace. Whether it’s a question about a particular business, how BBB works, or a complaint-related matter, BBB needed a way that would allow for fluent communication with consumers.

See how BBB adopted LiveChat to handle its customer service and what kind of features it uses to make it all happen. Deanna Liberti, Vice President of Operations at BBB Boston, said:

LiveChat was easy to deploy and is easy to manage, with very little issue on the user end.

Deanna Liberti, BBB Boston

The solution

Improving communication

BBB Boston decided to implement LiveChat on their site to provide another way of contact besides phone and email. It helps consumers and businesses to contact BBB to learn more about programs and services or ask questions.

In addition to increasing the volume of questions, BBB wanted to improve its customer service too. A few features were crucial for this aim. Liberti also added that there hadn’t been a feature that they didn’t find helpful. Canned responses, which are short, pre-made text snippets, made responding to multiple chats easier.

Another feature that proved to be useful was the reporting and archives, which helped to measure their success.

The BBB also uses three LiveChat integrations to boost its customer service efforts:

• With the Facebook integration, visitors can chat using their Facebook profiles, giving the agents a lot of additional information.

• The join.me integration enables agents to start screen-sharing sessions whenever there is a need for direct resolution of a case.

• The Google Analytics integration allows agents to keep a closer track of the effectiveness of the LiveChat implementation.

The result

The support team’s expansion

Deanna Liberti, Vice President of Operations at BBB Boston, reported that when the chat function went live, consumers and businesses started using it immediately. She also added that this customer service method has proven successful.

BBB handles roughly 1200 per month. Questions vary from case to case but usually revolve around accessing particular data on the BBB website. Additionally, consumers ask questions about complaints, while businesses ask how to update their information on the platform.

BBB has a support team of 16 agents, which grew considerably from the initial five, who handle chats on boston.bbb.org. They plan to keep this level of support for the foreseeable future.

Kuba Rogalski

LiveChat