Going for Gold: Fairhaven Health Wins Stevie Award for Best Use of Tech in Customer Service

Posted by
Rita Romero
LivePerson Contributor
Thursday, March 24, 2016 - 10:24

At LivePerson, we’re lucky to partner with so many organizations — and always happy to see them make incredible customer connections using LiveEngage.

Fairhaven Health, a fertility and wellness company, is one of many places bettering the customer service community using our messaging platform. In fact, Fairhaven Health recently received a Gold Stevie® Award for the Best Use of Technology in Customer Service at the 10th annual Stevie Awards for Sales & Customer Service. Go, Fairhaven Health!

From empowering its own team of customer care professionals to providing a seamless and convenient customer experience, Fairhaven Health leaned on LivePerson to create more meaningful connections. The bottom-line result: an approximate 40% increase in chats since 2014 and 35% of total chats via mobile since upgrading to the new LiveEngage and launching mobile last year. For Fairhaven Health, that means delivering on their mission to offer knowledgeable and supportive customer service that helps customers achieve their own health and wellness goals.

Fairhaven Health is a perfect example of how our customers use messaging to connect in the moments that matter. Tally Rabatin-Tipton, manager of customer service at Fairhaven Health, chatted with us about how the company activated LiveEngage as part of its holistic customer support strategy. Here’s what we learned.

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Q: Tell us about Fairhaven Health’s mission. What do you strive to do for your customers?

A: Our mission is to develop products designed to safely and naturally promote fertility and pregnancy wellness and to help women reach their breastfeeding goals. For over a decade, we've been achieving that important goal! From preconception through pregnancy and nursing, Fairhaven Health is there every step of the way to provide clinically proven products along with knowledgeable and supportive customer service — all online at the convenience of our customers! 

Q: Fairhaven Health recently won a Gold Stevie Award for best use of technology in customer service — congrats! How does that feel?

A: Our team was honored to be recognized with this award among so many innovative brands. To us this recognition means we are succeeding in our philosophy to offer unsurpassed product quality, service, and a compassion for each customer’s unique journey to parenthood. Over the past few years we have made investments in technology to stay engaged and connected to our customers, and LivePerson’s technology is a big part of that! It gives us the ability to personally connect with our customers via their smart devices and computers and help them through what can be a sensitive, confusing, and emotional time in life.

Q: Your mission to help customers is so important. How does LiveEngage contribute to it?

A: In the US alone, there are more than 11 million couples trying to conceive at any given time, and one in five of those will encounter some form of difficulty in becoming pregnant. We understand that this is a real struggle for some people, and having a supportive, knowledgeable engagement is critical to helping our customers achieve their personal goals. LivePerson provides us with the tools to engage and meet our customers at their convenience as well as guide their shopping experience to specific products, educational articles, and needs.

Q: So, how does Fairhaven Health use LivePerson?

A: We use LivePerson’s messaging platform — LiveEngage — to engage with customers on a medium that’s convenient and secure and enables a genuine, personalized experience for customers. Fairhaven Health continues to be built on the positive relationships we have made with our customers. It’s one of many reasons why we promote live chat messaging as a key avenue of communication. 

We make chat available to our web and mobile browsers and also utilize LiveEngage's campaign feature to guide customer journeys. This allows us to proactively support each user's unique experience with education and relevant articles, not just products. We want to make sure our customers feel just as supported as they would chatting with a friend in person.

Q: Do you feel LiveEngage helps you better serve your customers?

A: Absolutely! With the use of live chat messaging we are more available to customers at their convenience and able to resolve and respond to inquiries or concerns more promptly and efficiently.

Q: How does Fairhaven Health use LiveEngage intelligence to personalize the customer experience?

A: Now that we have the ability to “shop” along with a customer, we’re better able to understand their needs. In turn, we’re able to reach out and more effectively direct them to products that best suit those needs. As an example, if a customer has searched multiple pages for ovulation-tracking tools, we can be prepared to offer them feedback as to what tracking option might best suit her lifestyle.

Q: What’s the most valuable aspect of LiveEngage to Fairhaven Health?

A: For most of our customers, talking about their efforts to conceive can be emotional and/or something they want to keep private. By offering live chat messaging options for customer service, we can answer questions, address concerns, and offer product recommendations via a discrete method. Being online doesn't mean you can’t also be human — and LiveEngage helps us bring that human touch to our digital space.

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At LivePerson, we’re proud to support Fairhaven Health’s efforts to give customers a positive experience they can trust. It’s why we do what we do!

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