Case Study: Association of Certified Fraud Examiners achieves rapid global member engagement and 95% satisfaction with LivePerson

Engaging clearly with members around the world

The Association of Certified Fraud Examiners (ACFE), a professional body serving more than 70,000 members worldwide, needed a clearer, real‑time written channel to better support international members and to augment its phone and email service. Phone connections, accents, and time‑zone issues were hindering service quality, and the membership team sought a faster, more accessible way for both prospective and current members to get answers.

ACFE implemented LivePerson’s LiveEngage click‑to‑chat, scaling quickly from one to three licenses and improving chat visibility sitewide. The channel now handles 2,000–2,500 chats per month, with an average wait of 11 seconds, 11‑minute resolution time, a 95% satisfaction rate, and a deflection that saved 1–2 call‑center headcount. The program also drove website improvements, enabled special CEO chat events, and continues to be supported by LivePerson’s customer success team.

Association of Certified Fraud Examiners

Ross Pry

Director of Membership