Case Study: Mercer County Community College achieves 30–40% phone deflection and 50% chat growth with LivePerson LiveEngage

Serving Remote Students with a Human Touch

Mercer County Community College’s MercerOnline program serves thousands of remote students and is run by a small support team that was overwhelmed by routine registration and LMS questions. Students were hesitant to email or call, which led to lost registrations and heavy phone volume—so the college needed a way to engage students quickly with a human touch while maximizing a tiny staff’s productivity.

MercerOnline deployed LivePerson’s LiveEngage live chat (priced by interaction), enabling agents to answer questions in real time, use canned responses, and see full session context via a dashboard. Within weeks chat volume jumped 50% and 30–40% of phone inquiries were deflected to chat, resulting in faster problem diagnosis, higher student satisfaction, and interest from other colleges in the state.

Mercer County Community College

Michael Sullivan

Director, Mercer Online, Mercer County Community College