Client Overview
A rapidly expanding EdTech platform delivering certification and upskilling programs to students was witnessing increased student enrollments but struggling to match support demand. The internal team couldn’t manage the growing volume of queries regarding course access, technical difficulties, and academic support. This led to frequent refund requests, poor student feedback, and declining course completion rates directly impacting learner satisfaction and long-term revenue potential.
Challenges
- Support Gaps Across Time Zones : Learners in different regions faced significant delays due to the lack of 24×7 assistance, especially for urgent access and payment-related concerns.
- Inefficient Ticket Handling : The client lacked a structured ticketing and escalation system, which meant that high-priority issues like login errors or payment failures were stuck in the same queue as general questions.
- Declining Student Satisfaction : Students frequently reported unhelpful, templated responses, and delayed resolutions, causing frustration and dropout from the platform.
Solutions
- Blended Global Support Team : We deployed a trained offshore team capable of handling chat, voice, and email queries. The team worked in rotating shifts to ensure global coverage, offering seamless support regardless of time zone.
- Tiered Resolution Structure : Implemented a two-tier support model:
- L1 Support for addressing general inquiries quickly
- L2 Support for technical or platform-specific issues needing more expertise
This helped reduce resolution cycles and route issues effectively. - CRM-Integrated Personalization : The support team integrated directly with the client’s CRM system to access learner profiles, previous interactions, and progress history. This allowed agents to offer personalized, context-rich support that aligned with each student’s learning journey.
Results & Business Impact
The transformation delivered substantial, measurable outcomes within just a few months:
- CSAT Score Improved from 3.9 to 4.6 within three months, reflecting significantly enhanced learner satisfaction.
- Average Query Response Time Dropped to less than 3 Minutes, improving real-time engagement.
- Course Completion Rate Increased by 20%, as students received timely academic and technical help.
- Refund Requests Declined, indicating higher student retention and trust in platform reliability.
Conclusion
By integrating a responsive and learner-centric offshore support team, the client transformed its student experience across continents. The structured support model not only increased retention and satisfaction but also contributed to the platform’s credibility in delivering value-driven education at scale. This partnership reinforced that strategic contact center outsourcing can power meaningful outcomes in the EdTech space.
