Case Study: United Way of Greater Atlanta achieves 238% increase in engagement and 95%+ chat satisfaction with LivePerson

Connecting People in Need with Community Resources

United Way of Greater Atlanta, one of the nation’s largest local United Way chapters and operator of the 211 referral helpline, wanted to make its services more accessible to people who avoid phone calls and to engage a new generation of digital donors and volunteers. The challenge was to extend the successful phone-based 211 program into easy-to-use online channels so visitors could get help or give support in a more comfortable, timely way.

The agency relaunched its website and added email, SMS and LivePerson’s LiveEngage live chat with proactive invitations, content targeting and agent enrichment analytics, training a dedicated team to handle chats. As a result contacts rose from about 299,000 to 713,000 annually, live chat now handles roughly 900–1,200 chats per month, and satisfaction and effectiveness remain very high (over 95% satisfaction, 99% first-chat resolution), while the program also attracted digitally preferring donors.

United Way of Greater Atlanta

Monica Hammond

Outreach and Marketing Manager, United Way of Greater Atlanta