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CASE STUDY

LivePerson's Enhanced Integration with NetSuite Helps ClearStar.net Increase Productivity and Improve Client Support

Agents resolve customer cases 60% faster via live chat

About ClearStar.net

Atlanta-based ClearStar.net is a trusted provider of strategic services and technology infrastructure to the risk mitigation, employment and tenant screening industry. Some of the largest HR firms in America are part of ClearStar.net's loyal client base.

ClearStar.net fosters strong client relationships by providing personal, high-touch customer service and value-added tools for background screening organizations. In 2005, ClearStar.net teamed up with NetSuite to streamline support and incorporate data sharing for clients electing to use NetSuite's customer relationship management (CRM) system.

Although NetSuite's applications automated many internal processes for ClearStar.net's customer service department, agents recorded call notes by hand. On average, it took agents an additional 3 minutes after every call to manually type their notes into NetSuite, which detracted from the productivity improvements the company hoped to gain from the CRM system.

The customer service department needed a complementary tool to streamline internal processes, while maintaining the immediate, high-touch contact clients demanded. ClearStar.net sought a solution that would increase agent efficiency, expedite case resolution, integrate seamlessly with NetSuite's CRM system and support a multi-tenant environment (multiple businesses, customers and websites).

LivePerson Solution

In January 2007, ClearStar.net selected LivePerson Pro to provide clients with immediate online assistance. The solution offers full integration with NetSuite, and LivePerson's skills-based routing features support ClearStar.net's multi-tenant architecture.

ClearStar.net adopted LivePerson Pro to increase productivity and customer satisfaction by:

  • Delivering real-time online product support. Clients can chat live with customer service reps while visiting support webpages or using the ClearStar.net application. LivePerson Pro's page-push and canned answers features give reps the ability to deliver immediate and contextual hands-on assistance.
  • Seamlessly integrating customer service functionality with NetSuite CRM. By working within one consolidated environment, ClearStar.net customer service agents can simultaneously chat with customers and access NetSuite to instantly review and update customer data, create new cases and export chat transcripts to existing contacts and accounts.
  • Increasing agent efficiency. The tight integration between LivePerson and NetSuite gives ClearStar.net agents access to both applications from one screen, eliminating time-consuming back and forth and redundant data entry.

Results

ClearStar.net has leveraged LivePerson Pro to achieve significant improvements in client support and agent productivity.

  • Live chat helps clients provide better service to their end customers. ClearStar.net clients favor the chat channel because it saves them time. Chat has become the preferred channel among clients for product assistance, supplier issue resolution and order management.
  • 60% faster case resolution ClearStar.net reps complete cases via live chat 60% faster than by email or phone. On average, cases handled through chat require 2 to 3 fewer touches for resolution, and 90% of live chat cases are resolved upon first contact and require no additional follow up.

Based on its success with live chat to date, ClearStar.net is planning to include LivePerson Pro with additional product lines as a value-add to clients in the near future.