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United Way

United Way of Greater Atlanta wanted to expand on the tremendous success of its 211 telephone referral program, which connects community members with a wide variety of social services. In 2012, the agency launched a revamped website with several new options for engaging with agents: email, text message, and live chat powered by LivePerson. The new e-services emphasis increased the total number of contacts by 25 percent. And visitors are overwhelmingly positive about the live chat channel, with satisfaction rates for waiting time, agent performance, and issue resolution all above 95 percent

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