SUCCESS STORY. Michigan Legal Help Program Assisting Citizens with Legal Matters with Digital Engagement

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1 SUCCESS STORY Michigan Legal Help Program Assisting Citizens with Legal Matters with Digital Engagement 2014

2 Michigan Legal Help Program The Michigan Legal Help Program provides self-help information and automated generation of legal documents for citizens who are navigating the state s civil court system without an attorney. A service of the Michigan Poverty Law Program, the organization s five employees and many volunteers support citizens on the organization s website and at seven self-help centers around the state. The Results Business Results 2,281 chat conversations in first eight months The Michigan Legal Help Program sought to provide a digital engagement channel through which citizens could access tools to help them navigate the legal system for civil legal matters such as divorce. The organization deployed a LivePerson live chat solution and trained volunteer law students to staff the channel. In the first eight months, the organization conducted more than 2,200 live chat conversations, and agents were able to help an estimated 50 percent of live chat participants to solve problems they would not have been able to solve themselves. And feedback from live chat participants has helped the organization to make its website more intuitive. Several years ago, attorneys and judges in Michigan recognized the need for a statewide program to provide legal information for citizens who find themselves in the civil court system without a lawyer to represent them. To address this need, the Solutions on Self-help Task Force was convened in 2010 by Marilyn Kelly, who was then the chief justice of the state supreme court. The Michigan Legal Help Program is one result of that committee s recommendations. The Michigan Legal Help website was launched in August We offer a lot of resources, says Angela Tripp, project manager for the program. We have a lot of informational content articles, toolkits, and instructions on how to file common legal actions such as a divorce or an objection to garnishment. We have referrals to legal services organizations, community organizations, self-help centers, and lawyer referral services. A licensed attorney, Tripp supervised the creation of the site and its content. Estimated 50% of live chat participants solved problems they would not have been able to solve themselves Enthusiasm for the channel among 33 volunteer agents and 2,200+ users 2014 LivePerson, Inc. 2

3 The Challenges Provide a cost-effective channel to answer legal information questions Help visitors navigate the tools available at Michigan Legal Help Ensure that volunteer agents can log into the platform from anywhere The Solution Engagement Model: Static live chat on legal self-help website Under the Hood LiveEngage platform with volunteer agents logging in remotely Customer Success Deployment help and ongoing reporting and advice About 35 percent of our website visitors are on a mobile device, and we only expect this to grow. The need for real-time help The most technologically complex resources on the website are automated online legal forms and documents, which can be completed with an interview process using HotDocs technology. The interview questions are relatively simple, but there are enough variables in people s situations that questions frequently come up, explains Tripp. And people sometimes have trouble navigating the third-party site where the interviews are hosted. Michigan Legal Help s five-person staff does not have the time to field inquiries from members of the public who have questions. That is why the initial proposal included a digital engagement channel through which volunteers could assist website visitors. We knew that live chat would be less expensive, and less complex logistically, than phone support, Tripp explains. Rolling out a digital engagement solution Tripp selected LivePerson after consulting with similar programs around the country. I found that most other statewide self-help legal websites were using LivePerson, she recalls. Then I had a long talk with the folks at Illinois Legal Aid Online about their search process, their level of satisfaction with LivePerson, and what services they were receiving. I concluded that LivePerson was the best option for our needs. Michigan Legal Help purchased the LiveEngage platform and placed a Live Help button on the website. LivePerson s Customer Success organization helped with the deployment, but Tripp was surprised at how easy it was to deploy the cloud-based solution. Prior to the rollout, Tripp s team began recruiting Michigan law students to volunteer a few hours a week to field inquiries. Many law schools have a pro bono requirement to graduate, so students are fulfilling graduation requirements and providing a needed public service, Tripp notes. Volunteers receive training on the LiveEngage platform, the Michigan Legal Help website, the online tool for building legal documents, and how to help clients without giving legal advice. The training takes about an hour and a half, Tripp explains. So far we have trained 33 law students as live chat volunteers LivePerson, Inc. 3

4 Helping visitors create documents that pass legal muster makes our court system work more smoothly. Achieving optimal operations Live chat lines are staffed from 11:00 a.m. to 3:00 p.m. on weekdays, and visitors are able to leave a message for an agent at other times of the day. Student volunteers log in to the LiveEngage platform from home or school during their assigned one- and two-hour shifts. Staff members in the Michigan Legal Help office are available to help agents during their shifts and review some of each agent s chat conversations each month to maintain quality control. The LivePerson Customer Success manager assigned to Michigan Legal Help has provided periodic checkups, scorecards, and advice on how to make the most of the solution. He gave us some useful tips, and we worked with him during the initial deployment to get everything configured the way we wanted, Tripp says. Providing help for more people In the first eight months that live chat was available on the Michigan Legal Help website, volunteer agents had 2,281 conversations, an average of just over three conversations per hour. Anecdotally, Tripp s team hears from the volunteers that the public is very pleased to have the service available. The student volunteers enjoy the work and appreciate the flexibility of being able to log in to the platform from wherever they are. Tripp s team is also gathering more detailed data on how valuable the service is to participants in the court system. We are working on a study where we look at court files and identify those that contain our pleadings which will be relatively easy since our divorce pleadings are unique in the state, Tripp explains. Tripp estimates that 50 percent of the organization s live chat conversations help people solve problems they would not have been able to solve themselves. Providing documents that pass legal muster makes our court system work more smoothly, as court staff don t have to spend their time correcting or rejecting documents, she asserts. A side benefit of the live chat program is that formal and informal visitor feedback has helped the Michigan Legal Help team to improve the website experience for all users. Our most popular interview is for divorce, and that is also our most complex interview, Tripp explains. Chat conversations and post-chat surveys have helped us to tweak the questions for that interview to make them clearer. We have also posted clearer instructions on how to get back into an interview that has been started but not completed LivePerson, Inc. 4

5 We knew that live chat would be less expensive, and less complex logistically, than phone support. Looking to the future Now that the live chat program is in full swing at Michigan Legal Help, Tripp is beginning to look at ways that the program can be enhanced and expanded. She is already envisioning longer service hours for live chat help as volume increases. We definitely need to recruit more law students now, as we may well be expanding our hours by next year, Tripp predicts. Another top-of-mind priority is mobile. About 35 percent of our website visitors are on a mobile device, and we only expect this to grow, Tripp observes. Many low income homes now have a smartphone but not a computer. To address this trend, the team deployed a newly optimized mobile version of the website last September, and Tripp is exploring the possibility of adding mobile Click-to-Chat capabilities through the LiveEngage platform. In these and other areas, Tripp is confident that LivePerson will be able to help Michigan Legal Help scale its digital engagement efforts to help citizens in need. Every part of my experience with LivePerson has been positive, Tripp asserts. I am confident that they will continue to provide the best platform for our needs. About LivePerson LivePerson, Inc. (NASDAQ: LPSN) offers a cloud-based platform that enables businesses to proactively connect in real-time with their customers via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. This intelligent engagement is driven by real-time behavioral analytics, producing connections based on a true understanding of business objectives and customer needs. LivePerson is headquartered in New York City with offices in San Francisco, Atlanta, Tel Aviv, London, Amsterdam, and Melbourne. Contact LivePerson, Inc. T: Tenth Ave F: th Floor info@liveperson.com New York, NY Follow the conversation on Twitter: #LiveEngage 2014 LivePerson, Inc. 5

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