Verloop.io Case Studies Lido Learning: Delivering Stellar Customer Experience with Verloop.io

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	Lido Learning: Delivering Stellar Customer Experience with Verloop.io Verloop.io

Lido Learning: Delivering Stellar Customer Experience with Verloop.io

Verloop.io

Technology Category	Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Education
Use Cases	Chatbots
Services	Software Design & Engineering Services
Challenge	Despite their upward trajectory, the team at Lido Learning wasn’t willing to slow down. They knew they could do more to accelerate their customer experience. Hence, the team identified the following key challenges. Much like businesses across the world, Lido Learning’s support department managed all their customer queries through CRM, email, and phone calls. Maintaining the history of a user in a unified place was difficult. When agents didn’t have enough context around a query, they had to create new tickets in Freshdesk which was cumbersome. Besides, Lido Learning observed that customers were less receptive to the campaigns that were sent via in-app. In essence, for Lido Learning, the goal was to encourage parents to come to the platform to give feedback so that the team can collect actionable insights from it. As Lido Learning scaled up, they also realized that their support team had to, too. Unfortunately, with the existing support setup then, it was hurting their Opex. The bottom-line was to strike a balance between scaling up and providing a stellar customer experience. Read More
About Customer	Lido Learning is one of the very few companies that is committed to project-based learning. Their powerful online classes software helps students learn, practice, and develop tangible skills. Aditi Kothari, who works as a Product Manager at Lido Learning candidly talks about everything from Lido Learning’s vision to how, at Lido Learning, they constantly try to align their customer service goals with the trajectory of their business growth. Lido Learning has built a unique and differentiated brand in the highly competitive ed-tech software market through their project-based learning. However, they wanted to enrich the customer experience by enabling their agents to offer cohesive, context-enriched customer support. Read More
Solution	Before making the switch to Verloop.io, the Lido agents had to switch back and forth between the chat and their ticketing software - Freshdesk, to get fuller context around the issue. This was inefficient in the day-to-day operations, and made it challenging to scale. With the Freshdesk integration, the agents no longer had to switch tabs to create new tickets every time they ran out of context. Since then, creating and viewing tickets has been a breeze, thus, improving response and resolution times. Building off that success, Lido Learning quickly expanded their efforts to deliver a stellar experience across the entire customer journey by switching to 100% chat support. Lido Learning’s idea was to make support not just accessible but also convenient. Speaking of convenience, Chat Support clearly aced the game. “We wanted to make sure that parents could just type in their concerns via chat at their comfort, even if they were at the office. In essence, they didn’t have to pick their phone to communicate with us”, says Aditi. And, that’s the level of convenience Lido Learning was looking to offer. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Education

Use Cases

Chatbots

Services

Software Design & Engineering Services

Challenge

Despite their upward trajectory, the team at Lido Learning wasn’t willing to slow down. They knew they could do more to accelerate their customer experience. Hence, the team identified the following key challenges. Much like businesses across the world, Lido Learning’s support department managed all their customer queries through CRM, email, and phone calls. Maintaining the history of a user in a unified place was difficult. When agents didn’t have enough context around a query, they had to create new tickets in Freshdesk which was cumbersome. Besides, Lido Learning observed that customers were less receptive to the campaigns that were sent via in-app. In essence, for Lido Learning, the goal was to encourage parents to come to the platform to give feedback so that the team can collect actionable insights from it. As Lido Learning scaled up, they also realized that their support team had to, too. Unfortunately, with the existing support setup then, it was hurting their Opex. The bottom-line was to strike a balance between scaling up and providing a stellar customer experience.

About Customer

Lido Learning is one of the very few companies that is committed to project-based learning. Their powerful online classes software helps students learn, practice, and develop tangible skills. Aditi Kothari, who works as a Product Manager at Lido Learning candidly talks about everything from Lido Learning’s vision to how, at Lido Learning, they constantly try to align their customer service goals with the trajectory of their business growth. Lido Learning has built a unique and differentiated brand in the highly competitive ed-tech software market through their project-based learning. However, they wanted to enrich the customer experience by enabling their agents to offer cohesive, context-enriched customer support.

Solution

Before making the switch to Verloop.io, the Lido agents had to switch back and forth between the chat and their ticketing software - Freshdesk, to get fuller context around the issue. This was inefficient in the day-to-day operations, and made it challenging to scale. With the Freshdesk integration, the agents no longer had to switch tabs to create new tickets every time they ran out of context. Since then, creating and viewing tickets has been a breeze, thus, improving response and resolution times. Building off that success, Lido Learning quickly expanded their efforts to deliver a stellar experience across the entire customer journey by switching to 100% chat support. Lido Learning’s idea was to make support not just accessible but also convenient. Speaking of convenience, Chat Support clearly aced the game. “We wanted to make sure that parents could just type in their concerns via chat at their comfort, even if they were at the office. In essence, they didn’t have to pick their phone to communicate with us”, says Aditi. And, that’s the level of convenience Lido Learning was looking to offer.

Impact #1	The Lido Learning’s Bot has deflected about 64% of the chats in just about 3 months, which means more time for agents to focus and solve other important concerns.
Impact #2	Lido Learning has successfully transitioned its support team to 100% chat from its legacy email/call solutions and is looking to explore its features to the fullest potential.
Impact #3	They are also looking to help and inculcate the habit change in their existing customers due to the way their support has pivoted.

Impact #1

The Lido Learning’s Bot has deflected about 64% of the chats in just about 3 months, which means more time for agents to focus and solve other important concerns.

Impact #2

Lido Learning has successfully transitioned its support team to 100% chat from its legacy email/call solutions and is looking to explore its features to the fullest potential.

Impact #3

They are also looking to help and inculcate the habit change in their existing customers due to the way their support has pivoted.

Benefit #1	64% Improvement in Agent Productivity
Benefit #2	100% Chat Support
Benefit #3	72% First Response Time (FRT)

Benefit #1

64% Improvement in Agent Productivity

Benefit #2

100% Chat Support

Benefit #3

72% First Response Time (FRT)

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Overview

Lido Learning: Delivering Stellar Customer Experience with Verloop.io

Operational Impact

Quantitative Benefit