Case Study: Open Universities Australia boosts lead generation and customer satisfaction with LivePerson conversational messaging

Open Universities Australia boosts lead gen ROI 250% with LivePerson

Open Universities Australia faced the challenge of improving student service and lead generation on a newly rebuilt digital platform, which initially created high volumes of routine inquiries like password resets. They partnered with vendor LivePerson to implement conversational AI and messaging solutions to address these service hurdles and inefficient lead capture from social media ads.

LivePerson implemented an iterative approach, starting with AI chatbots to handle high-volume tasks like password creation, freeing up advisor time. They then pioneered the use of a Facebook Messenger chatbot for lead qualification, seamlessly passing qualified prospects to live agents. This solution yielded significant results, including an 80% customer satisfaction score, a 250% ROI from the lead generation bot within six weeks, and handling 2,500 conversations in the first two days.

Open Universities Australia