EarthLink Increases Customer Satisfaction and Agent Productivity with LivePerson Online Engagement Solution
As the nation's next generation Internet service provider, Atlanta-based EarthLink has earned an award-winning reputation for outstanding customer service. Serving over five million subscribers, EarthLink offers high-quality connectivity, minimal online intrusions and customizable features in its suite of online products and services.
"Customer service has always been a strategic differentiator for EarthLink," said Mike Murphy, Senior Manager, Call Center Innovation at Earthlink. "We've found that our customers appreciate multiple contact options and expect fast resolution to their issues through their preferred channel of communication. "
The Challenge
A pioneer in the adoption of live chat, EarthLink implemented click-to-chat in 1998 to improve customer service, increase agent productivity and drive bottom-line savings. The technology facilitated faster customer issue resolution by allowing agents to assist three customers simultaneously, compared to one-on-one email or phone interactions. In 2006, after declaring chat the online "channel of choice" for its impact on customer satisfaction, EarthLink sought to develop a proactive service application to reach customers who were likely to abandon online self-service, or skip it altogether.
“We viewed proactive service as a natural extension of both our existing 'click-to-chat' implementation and our commitment to improving customer service,” said Murphy. “If successful, this would allow us to reach out to our online customers proactively, before they reached the point of frustration, serving their needs better and providing us with additional opportunities to build customer loyalty.”
“The fact that live chat support actually contacted me, while I was dealing with the problem, and fixed it, is very impressive.”
Earthlink Customer
“We view proactive service as a natural extension of both our existing click-to-chat implementation and our commitment to improving customer service.”
Mike Murphy
Senior Manager
Call Center Innovation
EarthLink