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Engaging with Entrepreneurs Builds the Business of Forming Businesses
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Professional Service
Applicable Functions
- Sales & Marketing
Services
- System Integration
The Challenge
Harvard Business Services, a leading provider of business formation services for Delaware corporations and LLCs, faced several challenges. The company wanted to extend its culture of personalized service to an online channel, increase sales by engaging with customers at moments of confusion, and provide a comfortable channel to assist international customers for whom English is a second language. The company had previously used AOL Instant Messaging as a channel for quick answers to questions that came up during the signup process, but found it was not convenient for clients to connect with them, and the interface wasn’t always user friendly.
About The Customer
Harvard Business Services, Inc. is a leading provider of business formation services for Delaware corporations and LLCs. Founded in 1981 by Richard Bell II, the company is based in Lewes, Delaware, and has 24 employees. The company serves a global clientele and has helped its customers form more than 110,000 companies. Sixty percent of its business comes from repeat clients and referrals. The company has a strong commitment to a personalized customer experience and has always used cutting-edge technology to support its growth.
The Solution
Harvard Business Services replaced its AOL Instant Messaging channel with LivePerson Click to Chat and Click to Call for sales and customer service inquiries. The company later upgraded to the LiveEngage platform and added credit card payment capabilities, proactive chat, content targeting, and the mobile Click-to-Chat tool to the deployment. The company also made Click-to-Chat buttons more prominent on its website, which doubled live chat volume. The LivePerson solution enabled the company to provide instant access to a live, knowledgeable person, which made a significant difference for many clients. The agent interface allowed agents to see at a glance the approximate location and browsing history of each website visitor, providing a good context for providing help.
Operational Impact
Quantitative Benefit
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