Case Studies
ASU Prep Digital used Olark to support a surge of new students after COVID-19
Overview
Functional Applications - Enterprise Resource Planning Systems (ERP) Functional Applications - Remote Monitoring & Control Systems | |
Education | |
Business Operation Sales & Marketing | |
Remote Collaboration | |
System Integration Training | |
Operational Impact
Once the pandemic hit and student enrollment skyrocketed for their summer session, 80% of phone calls were going straight to voicemail and the ASU Prep Digital team didn’t have the manpower to answer more calls. | |
They quickly saw an increase in the number of chats coming through as a result of unanswered calls from their counselors, and agents were able to serve more students at once through chat clearing their phone queues. | |
Olark became a staple in their customer flow, allowing the team to listen to their visitors and improve their processes internally. | |
Quantitative Benefit
ASU Prep Digital expected around 500 new students to enroll, but instead received over 2,500 new students. | |
80% of phone calls were going straight to voicemail during the surge in student enrollment. | |