Success Story Spotlight.
VELARO'S LIVE CHAT INCREASES ONLINE CONVERSIONS.
Company Overview
Skillsoft PLC is a leading provider of e-learning and performance support solutions for global enterprises, government, education and small to medium-sized businesses. Skillsoft enables companies to maximize business performance through a combination of comprehensive e- learning content, online information resources, flexible learning technologies and support services.
The Challenge
Skillsoft PLC required a live help solution that did not require any plug-in technologies. Their previous live chat vendor required them to use Java, which constantly needed to be updated or downloaded by Skillsoft PLC customers.
Velaro Solution
Skillsoft PLC implemented Velaro Enterprise Live Help. This comprehensive solution allows the company to offer sales and support by providing answers to online visitors via live chat without the need for their visitors to download or update software. With call-center quality reporting and 99.98% uptime, Skillsoft is able to perform metrics & data analysis, monitor agent utilization, and track satisfaction ratings via robust analytical tools. The Enterprise solution, as with every Velaro product, does not require plug-in technologies such as Java and the increased reliability enabled SkillSoft PLC to reach a wider audience. Live Chat is now advertised on all Phone Support Recordings as well as Support Email Responses
The Results
The Customer Support, Mentoring and Inside Sales departments of Skillsoft PLC went from 3500 chats a month prior to moving to Velaro to over 7000 chats a month leveraging Velaro Enterprise Live Help. The departments integrated Velaro’s Post Chat surveys into their own Quality Assurance to evaluate the effectiveness of their support staff. The Live Help link is also available within their LMS and on their Dialogue product.
"Velaro has allowed us to actively promote our Live Help Support offering to our customers. This has increased customer satisfaction and decreased our phone support costs. I have also been extremely impressed with the responsiveness of the Velaro team for enhancement requests for things such as Custom Reporting or Agent Desktop functionality."
Randy Rix, Floor Manager, Skillsoft
University of Wisconsin
Velaro was approached by the University of Wisconsin to implement a Live Help solution for their online library research. They were looking for a real-time help product to allow their students unlimited access to the university’s librarians. Velaro provided a solution to fit their needs that included a unique live chat presence for all the libraries located throughout the organization.
Velaro worked with the University of Wisconsin to set up the Live Help tool on every web-page they identified as a key area for Live Chat. The University was assigned a dedicated technical representative to assist them with the set- up, implementation and customization of their live help solution.
The results have been substantial and unexpected. With Velaro’s Live Help product the students of the University of Wisconsin were able to receive help from anywhere on or off campus whenever they needed it. Other positive and unexpected results for the University were being able to gauge how many website visits they were receiving from both students attending the university and interested candidates who were not yet enrolled in the school. By being able to track website visitors, the University of Wisconsin was able to better understand how their website could be used as an enrollment and admissions tool as well.