Case Study: Michigan Legal Help helps 50% of users solve legal problems with LivePerson LiveEngage

Assisting Citizens with Legal Matters with Digital Engagement

Michigan Legal Help is a statewide service that provides self-help legal information and automated document interviews for people navigating Michigan’s civil courts without a lawyer. With a five-person staff and complex HotDocs-powered forms that generated frequent user questions, the program needed a cost-effective, real-time way to help visitors and guide them through online tools.

The team deployed LivePerson’s LiveEngage and trained 33 volunteer law students to staff remote live chat shifts, handling 2,281 conversations in the first eight months. Volunteers helped an estimated 50% of chat users solve problems they couldn’t have solved alone, generated feedback that improved the site and form interviews, and set the program up to expand hours and mobile chat capabilities.

Michigan Legal Help

Angela Tripp

J.D., Project Manager, Michigan Legal Help Program