There are so many valuable features. One of the things that we really appreciate is the uptime. LinkLive rarely, if ever, goes down or disconnects calls. We appreciate that we don’t have to be concerned about dropping calls or losing a customer mid-call as a result of those issues.

Emily Aubele

Quality Assurance Director at United Way of Pennsylvania
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How has it helped my organization?

As a health and human services referral system, we operate quite differently than a regular call center. Our call abandonment rate has very little to do with our communication system and everything to do with our capacity. One thing I have noticed is that our wait times have gone down, and I attribute that to the functionality of LinkLive and its efficiency. Calls aren’t dropping and they aren’t getting stuck in queue and holding up other calls behind them.

LinkLive’s reliability has helped us maintain continuous calls and reduced customer frustration with dropped calls. We can make quick changes as we need to. The call quality is better. We don’t have as many weird VoIP issues that you might have sometimes with bad internet connections. The interface itself is very efficient, so we’re able to collect a lot of good data.

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What is our primary use case?

We are a statewide health and human services referral system and we handle about 300,000 contacts a year via phone, text, and chat. Individuals call and they may have needs for things like rent payment assistance, food pantries—a whole host of things—and they contact us. We use LinkLive for our phone and our chat.

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Which solution did I use previously and why did I switch?

Our previous solution had terrible connectivity. The customer service was basically non-existent. Support was inadequate. It just wasn’t a great product.

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How are customer service and support?

Their support is unbelievably responsive. Whenever there’s an issue or a need, they’re right on it. It’s generally with configuration issues or setting up new queues or groups, or making tweaks to messaging. What we contact them for is not necessarily problem-related, but more along the lines of, “We need these things built out,” or, “We need this added,” or, “We need this changed real quick,” and they’re on it. You don’t have to wait.

They’re absolutely fantastic. I give them 11 out of 10.

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What was our ROI?

The security in place in the solution helps us acquire partnerships that need high levels of system security. We also see ROI in the reduced wait times and the lack of dropped calls. If you could quantify that, it would be significant. We’re happy with how it has worked out for us.

I rate LinkLive pretty highly because I'm comparing it to our last vendor.

I would give it a 10 out of 10. Every system comes with its issues. It’s not going to be perfect. But the effort and the investment that the LinkLive staff makes in working with their customers to make it as perfect as possible is what makes it a 10.

What needs improvement?

In the browser-based experience, I would love to see a hold button. Presently, you have to drag the hold music into a call and then drag it out. A hold button would really be easier, particularly if you have to put someone on hold multiple times.

I know that they’re working on the workforce management tool that allows for scheduling and other things. That is going to help immensely.