Case Studies Yoga Ed increases customer engagement with live chat and lowers email by 50%

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	Yoga Ed increases customer engagement with live chat and lowers email by 50%

Yoga Ed increases customer engagement with live chat and lowers email by 50%

Technology Category	Application Infrastructure & Middleware - API Integration & Management Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Education
Applicable Functions	Business Operation Sales & Marketing
Services	System Integration
Challenge	After making the move online, Yoga Ed needed a way to connect with and assist the professionals and organizations coming to their site. Startups they knew recommended Olark. Olark gives Yoga Ed an initial point of connection to engage with their customers. Currently it’s staffed by a team of two (soon expanding to three). “We use it very simply and have been very satisfied with it,” says co-founder Julia Bond. “They’re the functions we need!” Read More
About Customer	Yoga Ed started as an innovative mindfulness and yoga program in a single LA charter school. 20 years later, it’s a global program that provides online training and resources for teachers and other youth professionals, empowering them to bring these powerful practices to children and teens. Read More
Solution	Key Olark features used: Chat Routing: When both of Yoga Ed’s team members are on live chat, Olark’s routing gives them a fluid experience as a team. Each agent is able to see every incoming chat and the first agent to respond takes the chat. Shopping Cart Saver: Because Yoga Ed sells courses online, they added the Shopping Cart Saver setting which integrates right into their cart platform. Once a customer adds something to their cart or begins the checkout process, the agent is notified so they can step in to help customers during the buying journey. Automated Greetings: When a visitor has looked at two landing pages on Yoga Ed’s website, Olark sends an automated message, greeting them without being intrusive. Forms: The Yoga Ed team uses pre-chat forms to collect lead information from visitors before they chat. While the team is away, a site visitor can also leave a message in Olark. This acts like a convenient message box that they can later catch up on. Salesforce Integration: With Forms, Yoga Ed collects information to build customer profiles. This integrates with Salesforce to send visitor information directly to their CRM. Chat transcripts are also pushed into Salesforce to track which visitors are engaging. 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

Business Operation

Sales & Marketing

Services

System Integration

Challenge

After making the move online, Yoga Ed needed a way to connect with and assist the professionals and organizations coming to their site. Startups they knew recommended Olark. Olark gives Yoga Ed an initial point of connection to engage with their customers. Currently it’s staffed by a team of two (soon expanding to three). “We use it very simply and have been very satisfied with it,” says co-founder Julia Bond. “They’re the functions we need!”

About Customer

Yoga Ed started as an innovative mindfulness and yoga program in a single LA charter school. 20 years later, it’s a global program that provides online training and resources for teachers and other youth professionals, empowering them to bring these powerful practices to children and teens.

Solution

Key Olark features used: Chat Routing: When both of Yoga Ed’s team members are on live chat, Olark’s routing gives them a fluid experience as a team. Each agent is able to see every incoming chat and the first agent to respond takes the chat. Shopping Cart Saver: Because Yoga Ed sells courses online, they added the Shopping Cart Saver setting which integrates right into their cart platform. Once a customer adds something to their cart or begins the checkout process, the agent is notified so they can step in to help customers during the buying journey. Automated Greetings: When a visitor has looked at two landing pages on Yoga Ed’s website, Olark sends an automated message, greeting them without being intrusive. Forms: The Yoga Ed team uses pre-chat forms to collect lead information from visitors before they chat. While the team is away, a site visitor can also leave a message in Olark. This acts like a convenient message box that they can later catch up on. Salesforce Integration: With Forms, Yoga Ed collects information to build customer profiles. This integrates with Salesforce to send visitor information directly to their CRM. Chat transcripts are also pushed into Salesforce to track which visitors are engaging.

Impact #1	During a course cycle, Yoga Ed may get 20-50 emails per day, and 5-10 chat messages when they are close to a program start. They see a drop in emails of up to 50% of that initial number when consistently using live chat.
Impact #2	Their organizational customers, like principals, also commonly use Olark to connect, which Yoga Ed notes is crucial to their B2B sales.
Impact #3	Based on feedback they receive from live chat, Yoga Ed adds to their question box, adjusts messaging, and learns about other credentials their customers may need (such as social work credentials), helping drive their program direction.

Impact #1

During a course cycle, Yoga Ed may get 20-50 emails per day, and 5-10 chat messages when they are close to a program start. They see a drop in emails of up to 50% of that initial number when consistently using live chat.

Impact #2

Their organizational customers, like principals, also commonly use Olark to connect, which Yoga Ed notes is crucial to their B2B sales.

Impact #3

Based on feedback they receive from live chat, Yoga Ed adds to their question box, adjusts messaging, and learns about other credentials their customers may need (such as social work credentials), helping drive their program direction.

Benefit #1	Yoga Ed sees a drop in emails of up to 50% when consistently using live chat.

Benefit #1

Yoga Ed sees a drop in emails of up to 50% when consistently using live chat.

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Overview

Yoga Ed increases customer engagement with live chat and lowers email by 50%

Operational Impact

Quantitative Benefit