Skillsoft:
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.
Challenge:
Skillsoft PLC recognized the need for a live help solution in order to better serve its customers. Their previous live chat vendor was tied to a Java-based solution, which required website visitors to constantly download and update the Java plug-in.
Solution:
Skillsoft PLC implemented Velaro Enterprise Live Help. This comprehensive solution improves sales and support by providing instant 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 and data analysis, monitor agent utilization, and track satisfaction ratings via analytical tools. The Enterprise solution, as with every Velaro product, does not require plug-in technologies such as Java, and the increased reliability empowered Skillsoft PLC to reach a wider audience.
Skillsoft PLC went from 2,000 chats per month to more than 7,000 chats per month by leveraging Velaro Enterprise Live Help. Skillsoft PLC integrated Velaro's Post Chat surveys into their own quality assurance program to evaluate the effectiveness of their support staff. Also they integrated Velaro Live Help internally and into their technical support. Additionally, when Skillsoft PLC employees send out emails, they link to their live chat service. Finally, their phone support instructs people on how to access live help support. They even utilize Velaro Live Chat in their product integration.