EarthLink Reinvents Its Call Center to Lower Costs and Improve Conversion Rates
Chat helps ISP improve customer satisfaction and convert borderline purchasers
With more than five million paying customers, EarthLink, Inc. is reshaping their strong position in the marketplace and redefining what it means to be an Internet service provider (ISP).
By expanding its portfolio of service offerings to include IP-based voice, data and wireless services to residential and business customers, the $1.3 billion company is evolving into a total communications provider.
Generating $111.4 million in broadband revenues in 2005, EarthLink added 63,000 net broadband subscribers in the fourth quarter alone. The organization ended the fourth quarter of 2005 with an impressive composition of customers: 1.6 million broadband subscribers, 1.2 million PeoplePC Online subscribers, 2.3 million premium narrowband subscribers and 127,000 web hosting accounts.
In 2002, 95% of its customer support calls came in via telephone. Each call cost EarthLink approximately $8, and average handle times were as long as 15 minutes. In addition, customer satisfaction was low, a problem for a company who earned a reputation for its outstanding customer service.
To reduce call volume and create a more efficient method of handling customer support inquiries, EarthLink turned to LivePerson to reinvent its call center.
The company's initial objective was to implement LivePerson's chat, email and self-service technology to lower operating costs while delivering on their promise of providing superior customer service. But they soon recognized an equally valuable application: chat as an online selling tool.
“Providing online chat for service and support through LivePerson gives our customers more options and greater control over their Internet experience.
LivePerson's technical expertise has helped us to provide better service and capitalize on sales opportunities for new and existing customers.”
Don Berryman
Executive Vice President for Customer Support
EarthLink