Yoga Ed increases customer engagement with live chat and lowers email by 50%
公司规模
SME
国家
- United States
产品
- Olark
- Salesforce
技术栈
- Live Chat Software
- CRM Integration
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
- 功能应用 - 远程监控系统
适用行业
- 教育
适用功能
- 商业运营
- 销售与市场营销
服务
- 系统集成
关于客户
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.
挑战
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!”
解决方案
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.
运营影响
数量效益
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