Case Studies Kennolyn Camps uses Olark to lower call volume and capture more leads

Edit This Case Study Record

	Kennolyn Camps uses Olark to lower call volume and capture more leads

Kennolyn Camps uses Olark to lower call volume and capture more leads

Technology Category	Analytics & Modeling - Predictive Analytics Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Education Professional Service
Applicable Functions	Sales & Marketing
Services	System Integration Training
Challenge	In 2016, the directors at Kennolyn Camps decided to implement live chat onto their website to offer an alternative to phone support for families, assist with answering staffing questions during hiring seasons, and create another lead generation channel for camp enrollment. Their team wanted to be able to multitask handling multiple inquiries at once without families feeling pressured to pick up the phone. Before finding Olark, the camp was using a free live chat tool, but wasn’t thrilled with its look and limitations. After their team saw Olark on another summer camp’s website, they were impressed with how clean the chatbox looked and decided to give it a try. Read More
About Customer	In 1946, Kennolyn Camps was founded by two teachers, Max and Marion Caldwell, in the Santa Cruz Mountains of California. In a time where summer camps were mainly single-gender, the couple decided to create the first coed summer camp on the West Coast. Today, Kennolyn Camps is made up of three separate camps including day and overnight programs and an overnight program hosting about 2.4K campers each year. Read More
Solution	Kennolyn Camps implemented Olark live chat to offer an alternative to phone support, assist with staffing questions during hiring seasons, and create another lead generation channel for camp enrollment. Key features used include HubSpot integration for adding contacts and logging transcripts, pre-chat forms to capture visitor email addresses, offline message forms for inquiries during summer hours, and automation for targeted chat greetings. The automated greeter feature opens the chatbox after 30 seconds, and shortcuts are used to reply to frequently asked questions, making the team more productive. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Predictive Analytics

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Education

Professional Service

Applicable Functions

Sales & Marketing

Services

System Integration

Training

Challenge

In 2016, the directors at Kennolyn Camps decided to implement live chat onto their website to offer an alternative to phone support for families, assist with answering staffing questions during hiring seasons, and create another lead generation channel for camp enrollment. Their team wanted to be able to multitask handling multiple inquiries at once without families feeling pressured to pick up the phone. Before finding Olark, the camp was using a free live chat tool, but wasn’t thrilled with its look and limitations. After their team saw Olark on another summer camp’s website, they were impressed with how clean the chatbox looked and decided to give it a try.

About Customer

In 1946, Kennolyn Camps was founded by two teachers, Max and Marion Caldwell, in the Santa Cruz Mountains of California. In a time where summer camps were mainly single-gender, the couple decided to create the first coed summer camp on the West Coast. Today, Kennolyn Camps is made up of three separate camps including day and overnight programs and an overnight program hosting about 2.4K campers each year.

Solution

Kennolyn Camps implemented Olark live chat to offer an alternative to phone support, assist with staffing questions during hiring seasons, and create another lead generation channel for camp enrollment. Key features used include HubSpot integration for adding contacts and logging transcripts, pre-chat forms to capture visitor email addresses, offline message forms for inquiries during summer hours, and automation for targeted chat greetings. The automated greeter feature opens the chatbox after 30 seconds, and shortcuts are used to reply to frequently asked questions, making the team more productive.

Impact #1	Kennolyn Camps has been able to cut down on phone calls due to the number of chats their agents can handle at once.
Impact #2	This has allowed them to spend more time on the grounds with their campers and be more present when meeting with families.
Impact #3	Their team tracks leads through Olark email capture to follow families through the funnel and see which chats converted to sales at the end of each season to measure its effectiveness.

Impact #1

Kennolyn Camps has been able to cut down on phone calls due to the number of chats their agents can handle at once.

Impact #2

This has allowed them to spend more time on the grounds with their campers and be more present when meeting with families.

Impact #3

Their team tracks leads through Olark email capture to follow families through the funnel and see which chats converted to sales at the end of each season to measure its effectiveness.

Benefit #1	Kennolyn Camps hosts about 2.4K campers each year.

Benefit #1

Kennolyn Camps hosts about 2.4K campers each year.

Download PDF Version

Overview

Kennolyn Camps uses Olark to lower call volume and capture more leads

Operational Impact

Quantitative Benefit