Case Study: National Domestic Violence Hotline achieves 8,000+ live chats/month and 80% user satisfaction with LivePerson's LiveEngage

National Domestic Violence Hotline - Customer Case Study

The National Domestic Violence Hotline (NDVH) and its teen-focused site LoveIsRespect set out to reach younger victims who prefer texting and live chat over phone calls. Their original on‑premise chat system couldn’t scale, lacked queue visibility, mobile support, analytics and proactive outreach—risking lost contact with people in crisis—so the organization needed a reliable, mobile-friendly channel that could proactively engage at‑risk visitors.

NDVH moved live chat to LivePerson’s cloud LiveEngage platform, added rules‑based proactive invites, mobile chat and analytics, and trained advocates on chat/text best practices. The result: more than 8,000 live chats per month (25% on mobile), over 90,000 chats since 2011, an 80% satisfaction rate, expansion of chat to the main hotline and mobile apps, and recognition from other nonprofits for its digital engagement model.

National Domestic Violence Hotline

Brian Pinero

Director, Digital Services, NDVH