Meaningful Connections Making a Difference [Video]

Posted by
Terra Walker Mrkulić
LivePerson Contributor
Wednesday, February 12, 2014 - 16:41

At LivePerson, our mission is to make meaningful connections and to help our customers do the same with their respective audience. An organization that embraces this mission wholeheartedly  is The National Dating Abuse Helpline (NDVH).  NDVH reminds us that February is the perfect month to celebrate love while also promoting healthy relationships, as February is Teen Dating Violence Awareness and Prevention Month.


Digital Channels + Human Touch = Making a Difference

NDVH decided to partner with LivePerson in 2011 with a goal to provide teens secure and easy access to help through an SMS-helpline-- the initiative is called The text feature has been successful for a teen audience, who tend to prefer text-based communications in general. The text feature is also critical since those who need help may not have access to a computer during critical moments, nor are in an environment where they can audibly vocalize their concerns.

This unique communications strategy also enables peer counselors to receive both live chats and text messages in the same console, and provide needed guidance and counsel to teens in need wherever they may be, in real-time, 24-7.

The organization quickly found that those seeking guidance felt more comfortable using live chat (over texting or phone). Brian Pinero, the director of digital services at NDVH, reported that more than half of conversations conducted in 2013 took place via live chat. And, 25% of these chats were on mobile devices.

But teens aren’t the only ones who prefer to connect via mobile when help is needed. Last year, NDVH took digital engagement to a new level when they extended texting and live chat to which is aimed at a broader audience.

Vice President Joe Biden has long been a supporter of this cause, dating back to 1994 when he authored the Violence Against Women Act which established the NDVH to connect women in crisis with the advice and resources they need. Just a few months ago he took time out of his busy schedule to meet the NDVH team and tour their office:


I found this quote from the video to be particularly meaningful:

Recently we found out how [young] women are much more comfortable relating their plight to a peer doing it by texting or chat and on the telephone. And so we ushered in a whole new notion – a helpline, a national dating abuse helpline. Then we found out something else that I didn’t anticipate. Women over the age of 35 were comfortable too and they liked having the alternative, and some were much more comfortable going through the mechanism of texting and chat than direct calling… This is going to make a big difference in lives of an awful lot of women, like the [loveisrespect] hotline has done for so many years now.

Vice President Joe Biden and Mariska Hargitay watch as an advocate demonstrates the new web chat feature

Vice President Joe Biden and Mariska Hargitay watch as an advocate demonstrates the new web chat feature, at the National Domestic Violence Hotline, in Austin, Texas, Oct. 30, 2013.
(Official White House Photo by David Lienemann)

Help Make a Difference: Join Thunderclap in Spreading the Word  #NationalRespectAnnouncement

On February 14, a Thunderclap hosted by will be heard across social networks, advocating healthy relationships. Join me and the LivePerson team in support of NDVH and recognize Teen Dating Violence Awareness and Prevention Month by participating in the Thunderclap on February 14. Here’s how: visit Thunderclap and choose a network (Twitter, Facebook or Tumblr). It’s that easy.

Take a look at the White House blog for more details about Vice President Biden’s visit.

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