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Association of Certified Fraud Examiners Engaging clearly with members around the world
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Professional Service
Applicable Functions
- Sales & Marketing
- Business Operation
Services
- Software Design & Engineering Services
The Challenge
The Association of Certified Fraud Examiners (ACFE) was seeking a clearer channel for communication with its international members. The organization was facing challenges in facilitating communications with international members through a written, real-time channel. They also needed to provide service for members and prospective members who might not call in. The ACFE was looking for a solution that could improve communication in situations where language barriers and poor connection quality were hindering effective customer service. They also recognized that members in North America would benefit from a digital engagement channel, as it would save time and provide a convenient alternative to phone calls.
About The Customer
The Association of Certified Fraud Examiners (ACFE) is a professional organization founded in 1988. It serves practitioners in the accounting, legal, and law enforcement fields who investigate white-collar crime and other financial fraud. The organization has 83 employees and serves more than 70,000 members, including 40,000 who have earned the Certified Fraud Examiner (CFE) designation. The ACFE has grown rapidly over 25 years and now boasts members in more than 150 countries around the world. The CFE designation is sought by professionals in the accounting, legal, and law enforcement fields to demonstrate their qualification for a variety of job positions and contract opportunities related to fraud investigation.
The Solution
The ACFE deployed a digital engagement solution from LivePerson two years ago. The program grew exponentially in the first year, and agents from the membership department now conduct more than 2,000 live chat conversations per month. The solution includes the LiveEngage platform with click-to-chat functionality. The ACFE also made modifications to their website so that the chat icon was visible throughout the website regardless of the page. They also have a second live chat button on pages that generate a lot of inquiries. Over time, data gathered from a post-chat survey sent through the LiveEngage platform has helped the ACFE to improve its website in other ways.
Operational Impact
Quantitative Benefit
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