Skillsoft Case Study
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
