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

Posted by
Rita Romero
LivePerson Contributor
03/24/2016 - 10:25

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!

From empowering its own team of customer care professionals (CCPs) to providing a seamless and convenient customer experience, Fairhaven 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, that means delivering on its mission to offer knowledgeable and supportive customer service that helps customers achieve their own health and wellness goals.

Fairhaven 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, chatted with us about how the company activated LiveEngage as part of its holistic support strategy. Here’s what we learned.

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Q: Tell us about Fairhaven’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. For over a decade we've been achieving that important goal! From preconception through pregnancy, 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 recently won a Gold Stevie Award for best use of technology in customer service — congrats! How does that feel?

A: It feels great! It’s an honor to be recognized with this award among so many innovative brands. It means we are succeeding in our mission to help customers achieve their goals through supportive customer service. LivePerson’s technology is a big part of that. It gives us the ability to personally connect with our customers and help them through what can be a sensitive and emotional time in life.

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

A: LivePerson provides us with the tools to engage and meet the customer at their convenience as well as cater their shopping experiences to specific interests and needs. We understand that connection is critical to our customers, and LivePerson gives us another medium to engage and interact without requiring the customer leave their current channel.

Q: So, how does Fairhaven 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 is built on the relationships we have with our customers. It’s one of the many reasons we leverage messaging as a key avenue of communication.

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

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

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

Plus, our success metrics look great! With LiveEngage, abandoned carts have decreased, more customers take advantage of cross-sell opportunities (because of engagement reminders), we're getting higher and higher marks for customer satisfaction, and after upgrading to the new LiveEngage, our engagements have tripled!

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

A: Now that we can “shop” along with a customer, we’re able to better understand their needs. We’re then 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 prompt an engagement request to ask if they need assistance in determining which tracking tool is right for them.

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

A: For some of our customers, talking about their efforts to conceive can be emotional and/or something they want to keep private. By offering live 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’s efforts to give customers a positive experience they can trust. It’s why we do what we do!

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