Case Study: Lifeline Australia achieves 40% growth in live chats and expanded crisis support with LivePerson LiveEngage

Providing Help and Resources to People in Crisis

Lifeline Australia, a national crisis‑support service founded in 1963, needed a discreet, scalable way to reach people—especially younger callers—who were uncomfortable using the phone and to cover dangerous overnight hours. After unsuccessful trials with an offshore vendor and an in‑house build, the organization sought a reliable live chat solution that could handle sensitive conversations (many involving suicidal intent) and be staffed by highly trained counselors.

Lifeline implemented LivePerson’s LiveEngage platform in October 2012, staffed chats with paid specialists and supervisors, and expanded from 5 to 18 concurrent agents covering overnight shifts. The service quickly grew: live chats rose 40% from 2012 to 2013 (16,000 to 27,000) with ~40,000 chats projected for 2014, 42% of conversations addressed suicide, exit surveys show overwhelmingly positive outcomes, and many chats were escalated to phone counseling when needed.

Lifeline

Sajid Hassan

CIO, Lifeline