Case Study: BBB Boston achieves faster, scalable customer service with LiveChat

BBB Boston Improves customer service with LiveChat

Better Business Bureau Serving Eastern MA, ME, RI & VT helps consumers make informed decisions and promote marketplace trust, but it faced high volumes of inquiries about businesses, complaints and BBB services. To provide a faster, more user-friendly channel beyond phone and email, the organization needed a solution for fluent, scalable consumer communication.

They implemented LiveChat — easy to deploy and manage — and used canned responses, chat archives and reporting plus integrations with Facebook, join.me and Google Analytics to streamline work and measure results. The chat was adopted immediately, now handles about 1,200 chats on average and helped grow the support team from 5 to 16 agents, improving responsiveness and customer-service effectiveness.

BBB Boston

Deanna Liberti

Vice President of Operations, BBB Boston