Case studies produced by LiveHelpAmerica provide tangible examples of unique client scenarios, outlining the service and support goals for optimization, the solution we provided to cater to those needs, and how we delivered it to achieve results. Our collection of case studies are a sample of the common situations we have supported, and provide insight into how our talented people, proven processes, and industry-leading technology factor into an overall outsourced solution deployment.
Featured Case Studies
ShopNBC is a multi-channel, electronic retailer operating with a premium lifestyle brand. The company sells general merchandise to consumers through television and the Internet, www.ShopNBC.com. ShopNBC is the third largest television home shopping network in the United States and is a leader in upscale television home shopping. The shopping network is available in 72 million homes through analog and digital cable as well as on DirecTV (channel 316) and Dish Network (channel 228). ShopNBC also is broadcast live on the Web at www.ShopNBC.TV.
LiveHelpAmerica and LivePerson implemented a turn-key Live Chat Solution that included technology and outsourced agent labor support. LiveHelpAmerica provided ShopNBC with LivePerson certified sales chat agents and service delivery experts, while LivePerson provided the proactive engagement technology and domain expertise.
“A pay-for-performance model was used in which both companies jointly shared the risks and upfront costs. Both companies took active roles to ensure that the outlined objectives were met and the program achieved on-going success. Fees and services were proportionate with overall performance as measured by incremental contribution goals established by ShopNBC.