• About
    • History of Dallas SEO
    • SEO Expert Witness Service
  • Contact
  • Topics
    • Bing
    • Blogging
    • Branding
    • Domain Names
    • Google
    • Internet Marketing
    • Link Building
    • Local Search
    • Marketing
    • Public Relations
    • Reputation Management
    • Search Engine Marketing
    • Search Engine Optimization
    • Search Engines
    • Social Media
    • Tech
  • Advertise
  • Email Newsletter

Bill Hartzer

Bill Hartzer on Search, Marketing, Tech, and Domains.

traffic analysis tools

Home » Marketing » EarthLink Upgrades Customer Service

EarthLink Upgrades Customer Service

Posted By Bill Hartzer on February 28, 2007at 7:15 am

We’ve all heard the horror stories of someone trying to leave AOL and some of the other online services. Now Earthlink is trying to “make good” and put an emphasis on customer service. Earthlink has now gone with LivePerson to try to increase customer satisfaction.

Here’s some info from their press release today:
LivePerson, Inc. (NASDAQ:LPSN) , a provider of online conversion solutions, today announced that EarthLink (NASDAQ:ELNK) has launched the industry’s first proactive live chat capability developed exclusively for customer service on the company’s web site.

Powered by LivePerson’s Timpani(TM) platform, EarthLink can now identify and engage site visitors most likely to abandon self-help or call for assistance and proactively offer an immediate, live, text-based chat with a customer support expert. By proactively offering live chat assistance to customers, EarthLink increased agent productivity by 14 percent during the initial implementation and realized customer satisfaction levels seven percent higher than similar service channels.

Tangible Results
Initial results from EarthLink’s first eight weeks in production have shown significant benefits in operational efficiency, customer satisfaction and agent productivity:

— Overall weekly chat volume increased by 4,500 contacts while phone volume decreased by 10,000 calls. Nearly half of this decrease in phone volume was credited to customers engaging in live chat — a key indicator of success in EarthLink’s efforts to make live chat the “channel of choice” for online interactions.

— The LivePerson platform allows EarthLink’s customer support experts to handle up to three chat interactions at once compared to just one phone call.

— The LivePerson platform’s ability to proactively engage visitors during periods when customer-initiated contacts are lower allowed EarthLink to more effectively manage and utilize their customer support agents. EarthLink realized a 14 percent increase in agent productivity during the initial implementation period, allowing thecompany to interact with 40,000 more customers with the same number of agents.

EarthLink partnered with LivePerson to leverage the following features of the Timpani platform for this new solution:

— A sophisticated Business Rules Engine that identifies visitors most likely to call for assistance based on online behavior.

— A Predictive Dialer that assesses current agent capacity to determine if a visitor identified as a “hot lead” should receive a live chat invitation. This feature can be adjusted to accommodate agent capacity and maximum wait time, ensuring that visitors only receive invitations if a representative is available.

— A Routing Capability that automatically assigns an accepted chat invitee to the next available agent with appropriate skill sets.

— Reporting Capabilities that enable EarthLink to review the impact of the channel, while providing visibility to key metrics such as invitation rate, acceptance rate, customer satisfaction and first contact resolution rate.

— Operational and Transcript Reporting that allows EarthLink to conduct detailed analysis of operational metrics and review chat transcripts for ongoing program optimization.

— Full visibility to the visitor’s current web page and the ability to guide their experience through tools including co-browse, page-push and joint form-fill.

A LivePerson customer since 1999, EarthLink currently uses Timpani(TM) Sales and Marketing to manage an estimated 2 million online customer interactions per year.

Filed Under: Marketing

traffic analysis tools

Listen to "Digital Marketing with Bill Hartzer" on Spreaker.

About Bill Hartzer

Bill Hartzer is CEO of Hartzer Consulting, LLC, an SEO Consulting firm that includes services such as search engine optimization, technical SEO audits, domain name consulting, and online reputation management.

Recent Posts

  • Rebranding Your Business with the Brand Doctor Henry Kaminski, Jr. March 4, 2021
  • Moz Announces Speakers for 16th Annual MozCon Virtual Conference March 2, 2021
  • RightoftheDot Live Online Domain Auction February 25 February 18, 2021
  • Jabez LeBret on Digital PR, Journalism, and Media Coverage February 5, 2021
  • Someone Stole My Domain Name: Here’s What You Do February 1, 2021
  • 23 Top Level Domains TLDs Up for Auction January 27, 2021
  • GotConn Privacy Search Engine Launches January 26, 2021
  • Andrew Muller on Testing Google Ads Using Facebook Ads January 15, 2021
  • Mike Rhodes from Web Savvy On Google Ads January 8, 2021
  • How to Opt Out of Google Analytics December 16, 2020
  • Majestic Just Changed SEO and Linking Forever December 15, 2020
  • Yext Consumer Search Trend Predictions for 2020 December 8, 2020
  • SearchBox Launches SearchAI SmartSuggest, SearchAI Answers and SearchAI Personalization December 7, 2020
  • Google Poly is Shutting Down December 2, 2020
  • Domain Name Brokers Put FFF.com and HHH.com Domains Up for Sale December 1, 2020
  • Google Webmaster Tools Moves Twitter Account November 11, 2020
  • Email Deliverability, Setting Up DMARC, DKIM, and SPF on Your Domain October 29, 2020
  • The Bing Search Engine is Now Microsoft Bing October 6, 2020
  • Beck Power on Building Authority on Social Media and Repurposing Content October 2, 2020
  • Naira Perez on Paid Media, and an Intro to Social Paid Media, and Audiences September 17, 2020

DFWSEM logo

Bill Hartzer is a Brand Ambassador for:



Industry Friends

WTFSEO
SEO By the Sea
Jeff Lenney
Jeff Gabriel
Phil Drinkwater
Dixon Jones

Connect With Bill Hartzer

Bill Hartzer on Twitter
Bill Hartzer on Instagram
Hartzer Consulting on Facebook
Bill Hartzer on Facebook
Bill Hartzer on YouTube

Categories

  • Advertising (19)
  • Bing Search Engine (6)
  • Blogging (42)
  • Branding (12)
  • Domain Names (200)
  • Google (228)
  • Internet Marketing (24)
  • Internet Usage (84)
  • Link Building (52)
  • Local Search (38)
  • Marketing (179)
  • Marketing Foo (30)
  • Pay Per Click (1)
  • Podcast (10)
  • Public Relations (8)
  • Reputation Management (9)
  • Search Engine Marketing (44)
  • Search Engine Marketing Events (48)
  • Search Engine Marketing Firms (19)
  • Search Engine Marketing Jobs (33)
  • Search Engine Optimization (156)
  • Search Engines (203)
  • Social Media (187)
  • Tech (7)
  • Web Analytics (16)




Note: All product names, logos, and brands are property of their respective owners. All company, product and service names used in this website are for identification purposes only, and are mentioned only to help my readers. All other trademarks cited herein are the property of their respective owners. Use of these names, logos, and brands does not imply endorsement.




Hartzer Consulting



Website, Content, and Marketing by Hartzer Consulting, LLC.

Copyright © 2021 by Bill Hartzer and Hartzer Consulting, LLC.

Disclaimer - Privacy Policy - Terms of Use
Go to mobile version