Case Studies How HBA Learning Centre used Olark to increase student conversion and engagement

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	How HBA Learning Centre used Olark to increase student conversion and engagement

How HBA Learning Centre used Olark to increase student conversion and engagement

Technology Category	Analytics & Modeling - Real Time Analytics Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Education
Applicable Functions	Business Operation Sales & Marketing
Services	System Integration Training
Challenge	Before signing up for Olark, HBA realized that while they were seeing a considerable amount of traffic coming to their site, the number of inquiries coming in was low. This gap was leaving business on the table for HBA resulting in lost revenue and missed opportunities by not being able to speak with visitors while they were on the site. In 2017, the HBA team began using Olark for their Customer Service team with four agent seats. The goal was to increase the number of students enrolled in their courses and to engage more proactively with their website visitors. Read More
About Customer	HBA Learning Centres is an Australia-based organization with a mission to provide accessible, inclusive, engaging, and meaningful vocational education and training. They provide flexible, affordable learning pathways for students across Australia to strengthen their employability skills and further their career prospects. About 60% of their revenue comes from businesses looking to educate and train their employees. Read More
Solution	The HBA team began using Olark for their Customer Service team with four agent seats. Key Olark features used by HBA include Transcripts & Chat Ratings, Automatic Greeter, Live Chat Forms, and Google Analytics. The most-used feature for the HBA team is transcripts, which they routinely use for training to give their Customer Service experts guidance on what to do and not to do during a chat with a learner. The automatic greeter allows their agents to start a chat with a visitor rather than waiting for them to begin the conversation. If the HBA team is offline and unavailable to chat, visitors can still fill out a contact form right in the chatbox sending their questions through an email right to the HBA team for them to follow-up once they’re back online. Google Analytics integration helps their team validate that Olark is working for them. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Education

Applicable Functions

Business Operation

Sales & Marketing

Services

System Integration

Training

Challenge

Before signing up for Olark, HBA realized that while they were seeing a considerable amount of traffic coming to their site, the number of inquiries coming in was low. This gap was leaving business on the table for HBA resulting in lost revenue and missed opportunities by not being able to speak with visitors while they were on the site. In 2017, the HBA team began using Olark for their Customer Service team with four agent seats. The goal was to increase the number of students enrolled in their courses and to engage more proactively with their website visitors.

About Customer

HBA Learning Centres is an Australia-based organization with a mission to provide accessible, inclusive, engaging, and meaningful vocational education and training. They provide flexible, affordable learning pathways for students across Australia to strengthen their employability skills and further their career prospects. About 60% of their revenue comes from businesses looking to educate and train their employees.

Solution

The HBA team began using Olark for their Customer Service team with four agent seats. Key Olark features used by HBA include Transcripts & Chat Ratings, Automatic Greeter, Live Chat Forms, and Google Analytics. The most-used feature for the HBA team is transcripts, which they routinely use for training to give their Customer Service experts guidance on what to do and not to do during a chat with a learner. The automatic greeter allows their agents to start a chat with a visitor rather than waiting for them to begin the conversation. If the HBA team is offline and unavailable to chat, visitors can still fill out a contact form right in the chatbox sending their questions through an email right to the HBA team for them to follow-up once they’re back online. Google Analytics integration helps their team validate that Olark is working for them.

Impact #1	Olark has been an overwhelming success for the HBA team.
Impact #2	They estimate a +15% increase in learner enrollment since implementing Olark live chat onto their website.
Impact #3	While HBA still offers a stand-alone contact form on their website, they often see that once they call a lead back after submitting the form, only 40% of those calls get answered.

Impact #1

Olark has been an overwhelming success for the HBA team.

Impact #2

They estimate a +15% increase in learner enrollment since implementing Olark live chat onto their website.

Impact #3

While HBA still offers a stand-alone contact form on their website, they often see that once they call a lead back after submitting the form, only 40% of those calls get answered.

Benefit #1	+15% increase in learner enrollment
Benefit #2	Only 40% of calls get answered when using a stand-alone contact form

Benefit #1

+15% increase in learner enrollment

Benefit #2

Only 40% of calls get answered when using a stand-alone contact form

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Overview

How HBA Learning Centre used Olark to increase student conversion and engagement

Operational Impact

Quantitative Benefit