How HBA Learning Centre used Olark to increase student conversion and engagement
Company Size
11-200
Region
- Pacific
Country
- Australia
Product
- Olark
Tech Stack
- Live Chat
- Google Analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Revenue Growth
Technology Category
- Analytics & Modeling - Real Time Analytics
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Education
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- System Integration
- Training
About The Customer
HBA Learning Centres is an Australia-based organization with a mission to provide accessible, inclusive, engaging, and meaningful vocational education and training. They provide flexible, affordable learning pathways for students across Australia to strengthen their employability skills and further their career prospects. About 60% of their revenue comes from businesses looking to educate and train their employees.
The Challenge
Before signing up for Olark, HBA realized that while they were seeing a considerable amount of traffic coming to their site, the number of inquiries coming in was low. This gap was leaving business on the table for HBA resulting in lost revenue and missed opportunities by not being able to speak with visitors while they were on the site. In 2017, the HBA team began using Olark for their Customer Service team with four agent seats. The goal was to increase the number of students enrolled in their courses and to engage more proactively with their website visitors.
The Solution
The HBA team began using Olark for their Customer Service team with four agent seats. Key Olark features used by HBA include Transcripts & Chat Ratings, Automatic Greeter, Live Chat Forms, and Google Analytics. The most-used feature for the HBA team is transcripts, which they routinely use for training to give their Customer Service experts guidance on what to do and not to do during a chat with a learner. The automatic greeter allows their agents to start a chat with a visitor rather than waiting for them to begin the conversation. If the HBA team is offline and unavailable to chat, visitors can still fill out a contact form right in the chatbox sending their questions through an email right to the HBA team for them to follow-up once they’re back online. Google Analytics integration helps their team validate that Olark is working for them.
Operational Impact
Quantitative Benefit
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