Yoga Ed increases customer engagement with live chat and lowers email by 50%
Company Size
11-200
Country
- United States
Product
- Olark
- Salesforce
Tech Stack
- Live Chat Software
- CRM Integration
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
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
About The 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.
The 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!”
The 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.
Operational Impact
Quantitative Benefit
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