LiveHelp offers Legal Aid programs an efficient way to directly interface with website visitors and potential clients. Through LiveHelp, visitors are able to interact directly with a trained website Specialist to receive assistance finding online legal information; LiveHelp has even been used by legal services as part of their intake process. LiveHelp is featured onover ten Legal Aid websites with new programs starting up each year.
The Chat Experience
When a visitor clicks on a participating website’s LiveHelp button, a Specialist – who is logged into the Operator Dashboard - is notified of the chat request. The Specialist then accepts the request and converses with that visitor, much like in an instant messenger program but with more sophisticated support tools. During the chat, the Specialist can ask questions in order to determine the visitor’s needs. They can also use information retrieved by LivePerson to better interface with and assist that user. When the visitor’s needs are identified, the Specialist can send the visitor a link to specific web resources through the chat box or refer them to an intake specialist.
Organizations can gain a wealth of information from a visitor before they even request a chat. From the Operator’s Dashboard, you can view information pertaining to: visitors logged in, the length of time they’ve been viewing the website, locational data, pages the visitor has viewed on the website, and referral details (Google, ask.com, etc). This information can be used to assist the Specialist in his or her search in order to deliver the most relevant resources. Visitors can be presented with pre- and post-chat surveys that can aid organizations in understanding their clientele and get feedback on the help they received.
Features of LiveHelp
LiveHelp uses the LivePerson Pro Software. The features of the system include:
Canned Responses - LiveHelp features a canned response tool that can enable Specialists to quickly respond to frequently requested materials or referrals to other websites, such as local courts, libraries, or lawyer referral services.
Offline Email – Should a staff member be unavailable, LivePerson offers an email feature that allows the visitor to leave a message that can be addressed when an operator becomes available.
Co-Browse Feature – This feature allows Specialists closer interaction with the visitor by enabling the Specialist to both view the webpage a visitor is on and escort them to other content on the site.
Desktop Sharing – This feature is similar to the co-browse feature, and allows the Specialists to view the visitor’s desktop as they see it. This is a highly personal interactive tool that allows the operator to view as well as interact with the visitor’s desktop.
Reporting Support – One of the service’s most powerful features. Information relating to number of chats, average chat length, operator time logged, survey results, and chat transcripts are all stored for review by program managers. Such information is being used by LiveHelp partners for grant reporting, quality assurance, or program development purposes.
