Case Study: Harvard Business Services doubles live chat volume and boosts customer engagement with LivePerson

Engaging with Entrepreneurs Builds the Business of Forming Businesses

Harvard Business Services, founded in 1981 and now the leading provider of Delaware incorporation services, serves a global clientele from its Lewes, DE headquarters and has helped form over 110,000 companies. As more business moved online, the firm needed to preserve its personalized service, assist international customers who found phone calls difficult or expensive, and boost conversions by engaging customers at moments of confusion.

Harvard replaced AOL IM with LivePerson Click-to-Chat/Click-to-Call and later upgraded to the LiveEngage platform with proactive chat, content targeting, mobile chat, and secure payments, plus A/B testing and more prominent chat buttons. The changes doubled live chat volume (to 50–100 sessions/day), led to live chat participation in 10% of transactions, and saw 5% of its 40,000 customers (≈2,000) use chat in the past year, reducing phone load and strengthening customer retention.

Harvard Business Services

Brett Melson

Director of Sales, Harvard Business Services, Inc.