Client Overview
PA 211, under the United Way of Pennsylvania, bridges residents to crucial health and human services, fielding about 300,000 annual inquiries via phone, text, and chat. Addressing diverse needs from rent assistance to food access, their commitment is to ensure timely and reliable assistance, emphasizing that no request for help goes unanswered.
The Challenge
PA 211 faced critical challenges including extended wait times leading to high call abandonment, persistent technical difficulties affecting call stability and connectivity, and the inefficiencies of managing multi-channel communication without an integrated platform. These issues not only compromised the reliability of PA 211’s services but also highlighted the urgent need for a solution to enhance their service delivery model for the future.
LinkLive Resolution
PA 211 enhanced its service delivery with key features from the LinkLive platform:
- Seamless CRM Integration: Improved referral efficiency and ensured advanced data security.
- AI-Enabled Agent Assist: Boosted agent efficiency, reducing response times significantly.
- Comprehensive Support Across Channels: Unified support for phone, text, and chat, offering consistent assistance.
- Efficient AI Interactions: Streamlined service delivery for better client-agent interactions.
Result
Minimized Wait Times
Reduced Call Abandonment
Enhanced Stability