Case Study: UberGlobal achieves faster resolutions, reduced support costs and increased sales with LivePerson

Enhancing Support and Sales with Personalized Engagement

UberGlobal, Australia’s third-largest cloud services provider, faced rapidly rising demand for real-time technical support that overwhelmed its phone teams and limited opportunities to drive incremental sales. The company needed a scalable, efficient channel to reduce phone volume, speed resolutions during after-hours maintenance, and capture sales leads from website visitors.

UberGlobal deployed LivePerson’s LiveEngage—proactive and static live chat, Predictive and content targeting, and desktop sharing—integrated with support workflows. The result: 36% of phone calls deflected to chat (phone volume down from 5,500 to 3,500/month), about 2,000 chats monthly, a 3-minute average chat resolution (vs. 5 minutes by phone), 75% chat satisfaction, estimated savings of roughly 2 FTEs, and 23% of sales now assisted by live chat, much of it incremental revenue.

UberGlobal

Daniel Muller

Deputy Operations Manager