CHALLENGE

A need to automate the user journey and reduce manual processes

As a leading EdTech company in India, AccioJob is committed to helping students and job seekers launch their careers in Software Development, Data Science, and Cybersecurity through both online courses and campus drives. 

To support this mission, AccioJob employed a dedicated team to manage student queries. However, over time, they noticed that 80% of these queries were repetitive, leading to a significant strain on their team’s resources. 

To streamline their customer support and enable their team to focus on more complex issues, AccioJob needed a solution that would: 

• Reduce manual assistance by automating simple FAQs and reducing the agents’ workload  
• Drive higher engagement by tailoring communication based on the user profiles 
• Segregate new visitors from existing registered users for more targeted communication 
• Increase customer satisfaction by providing relevant answers to user queries related to the courses 

Investing in an omnichannel communications platform was seen as a requirement to streamline their operations, enhance the user experience, and boost their lead generation initiatives.

Implementing a conversational communication channel

After a thorough evaluation of multiple providers, AccioJob chose to partner with us for our exceptional omnichannel capabilities and seamless user experience. They found our platform highly intuitive, allowing their team to adopt it quickly with minimal training, maximizing efficiency from day one.  

To attain their goal of automating the user journey and reduce their team workload, AccioJob selected WhatsApp Business Platform. Being the most popular communication channel in India, WhatsApp was an obvious choice.

To start with, they developed a WhatsApp chatbot for their website using our chatbot building platform, Answers, which integrated seamlessly with our cloud contact center solution, Conversations. Our professional CX consulting team provided support throughout the process and helped them design automated chatbot flows using Answers.

How did they automate the customer journey? 

AccioJob used WhatsApp Flows to create automated journeys for their customers. Users could gain detailed information about the courses they showed interest in using the interactive buttons. Here’s how the automation worked: 

Instant interaction: Users initiate the conversation by clicking on the WhatsApp icon on the AccioJob website.  

Automated assistance: The chatbot answers FAQs and resolves simple queries related to various courses on the website without human intervention.  

Smooth transition to live agents: In case of a query the chatbot can’t resolve, the customer is seamlessly handed off to an agent via our contact center solution, Conversations. 

The integration of WhatsApp chatbot with our cloud contact center solution, conversations proved to be a holistic combination that not only automated the entire process but also ensured prompt and personalized assistance, enhancing the customer experience. 

As WhatsApp was a key communication channel, AccioJob also leveraged it to boost their marketing initiatives. The channel was used for sending notifications, renewal reminders and promotional offers to drive business growth.  

40% reduction in support wait time

With our omnichannel communications platform, AccioJob created a rich conversational support experience for its users.  

Integrating the WhatsApp chatbot with Conversations improved the response time, reduced agent workload, and enabled them to provide 24/7 support.