Text Case Studies Innovations for Learning brings new quality of in-app support with LiveChat

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	Innovations for Learning brings new quality of in-app support with LiveChat Text

Innovations for Learning brings new quality of in-app support with LiveChat

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Technology Category	Application Infrastructure & Middleware - API Integration & Management Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Education
Applicable Functions	Human Resources
Use Cases	Chatbots Remote Collaboration
Services	Software Design & Engineering Services
Challenge	Innovations for Learning, a nonprofit organization that focuses on teaching kids how to read, was using an in-house chat solution built into their application called TutorMate. As more people joined the project, the custom-made chat solution started to slow down the application. Tutors and teachers were chatting with the agents in a shared channel, which made managing issues difficult. The support team was losing sight of the real problems in the ensuing chaos. Their frustration lasted until they brought LiveChat on board. They integrated it with their application and organized faster and easier technical support. Read More
About Customer	Innovations for Learning is a nonprofit organization that focuses on teaching kids how to read. The organization runs an online tutoring program that pairs students in urban classrooms with volunteer tutors from corporations across the USA. The organization was using an in-house chat solution built into their application called TutorMate, which is used for one-on-one online tutoring. As more people joined the project, the custom-made chat solution started to slow down the application, making it difficult for the support team to manage issues. Read More
Solution	Innovations for Learning decided to implement LiveChat in their organization. LiveChat is available in every part of the TutorMate application, allowing tutors and students to reach out to the support team whenever they have a problem. The support team consists of two full-time agents and one back-up person who handle around 80-100 chats every day. LiveChat was integrated with Zendesk and their own system, allowing all the necessary information to flow easily between the three systems. Agents have access to all the necessary data and can swiftly deal with the clients’ issues. The chat window has been tuned to the look and feel of the application to make it an integral part of the app. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Education

Applicable Functions

Human Resources

Use Cases

Chatbots

Remote Collaboration

Services

Software Design & Engineering Services

Challenge

Innovations for Learning, a nonprofit organization that focuses on teaching kids how to read, was using an in-house chat solution built into their application called TutorMate. As more people joined the project, the custom-made chat solution started to slow down the application. Tutors and teachers were chatting with the agents in a shared channel, which made managing issues difficult. The support team was losing sight of the real problems in the ensuing chaos. Their frustration lasted until they brought LiveChat on board. They integrated it with their application and organized faster and easier technical support.

About Customer

Innovations for Learning is a nonprofit organization that focuses on teaching kids how to read. The organization runs an online tutoring program that pairs students in urban classrooms with volunteer tutors from corporations across the USA. The organization was using an in-house chat solution built into their application called TutorMate, which is used for one-on-one online tutoring. As more people joined the project, the custom-made chat solution started to slow down the application, making it difficult for the support team to manage issues.

Solution

Innovations for Learning decided to implement LiveChat in their organization. LiveChat is available in every part of the TutorMate application, allowing tutors and students to reach out to the support team whenever they have a problem. The support team consists of two full-time agents and one back-up person who handle around 80-100 chats every day. LiveChat was integrated with Zendesk and their own system, allowing all the necessary information to flow easily between the three systems. Agents have access to all the necessary data and can swiftly deal with the clients’ issues. The chat window has been tuned to the look and feel of the application to make it an integral part of the app.

Impact #1	LiveChat provides a secure and private communication with the TutorMate support for each tutor and teacher.
Impact #2	The small support team easily handles many chats at a time and solves technical issues on the spot.
Impact #3	The tagging feature along with analysis lets the agents track the problems that occur and step ahead of them.

Impact #1

LiveChat provides a secure and private communication with the TutorMate support for each tutor and teacher.

Impact #2

The small support team easily handles many chats at a time and solves technical issues on the spot.

Impact #3

The tagging feature along with analysis lets the agents track the problems that occur and step ahead of them.

Benefit #1	Everyday they handle around 80-100 chats.
Benefit #2	Within an hour I was like ‘Oh, I know how to use the system pretty well!'

Benefit #1

Everyday they handle around 80-100 chats.

Benefit #2

Within an hour I was like ‘Oh, I know how to use the system pretty well!'

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Overview

Innovations for Learning brings new quality of in-app support with LiveChat

Operational Impact

Quantitative Benefit