Choice TechLab: Scaling financial education and boosting engagement with WhatsApp automation

94%

increase in student engagement

Challenge

Reach more people and drive higher student engagement

Through its non-profit segment Arth Nirmithi, Choice Tech, a leading fintech company provides free financial literacy on stock markets to individuals in rural India and urban Gen Z.
 
To set itself apart from the competition and the typical customer engagement approach, Choice Tech wanted to connect with its audience on a deeper level, build trust, and make learning about stocks fun and engaging.
 
To do so, they needed to invest in a unified omnichannel communication platform that allows them to:

  • Segregate the students into segments for targeted engagement leveraging user behavior insights
  • Localize and personalize communication by tailoring messages to students’ preferences and interests while delivering content in regional languages
  • Track interactions to drive loyalty and point incentives
  • Increase course completion rates by keeping students engaged and motivated with timely reminders and updates


What they needed was partnering with a single communications platform that enhances their omnichannel capabilities, diversifies their channel portfolio, and helps them connect with students in a personalized and engaging manner.

Solution

Leveraging automation, data-driven insights and omnichannel customer engagement

After a thorough search, Choice Tech decided to partner with Infobip to build a holistic omnichannel student engagement solution.

They built an automated end-to-end customer journey over WhatsApp using our chatbot building platform, customer engagement solution, and customer data platform.

Using our chatbot-building platform, Answers, Choice Tech developed an intelligent WhatsApp chatbot that tailored the interactions with students, simplified onboarding and automated the entire process of issuing course certificates.


The company conducted frequent workshops and events in colleges to expand its reach and educate students on the stock market. To encourage proactive conversation after the workshop, Choice Tech launched a QR code that allows students to initiate conversation on WhatsApp with the help of pre-filled messages and download their workshop certificates.

Given the diverse topics of the workshops, it was very important to customize the messages so that the students received the correct certificate.


The next step was to get the students enrolled in a 21-day financial course segregating them into different groups with the help of our customer engagement platform, Moments. While Answers played a key role in streamlining the entire onboarding process, Moments helped send video courses on WhatsApp.


To keep the students engaged and reduce the number of dropouts, frequent reminders were sent to complete the course. Upon completing each day’s lesson, students earned some points against which they were rewarded with physical and digital products.

Thanks to our customer data platform, People CDP, Choice Tech was able to keep track of the accumulated points and leverage this data to reward the most deserving students and drive loyalty.

Interactions with the students were mostly done in local languages such as Hindi and Marathi apart from English, which made the overall communication quite engaging. Every now and then, student feedback was collected to understand the level of knowledge acquired and assess whether they were ready to experiment in the stock market.

Choice Tech partnered with Fin X to deliver a hands-on platform for students to apply their stock market knowledge in real-world scenarios.

Our conversational experience solutions empowered Choice Tech to create a communication flow to identify the users who had started the practical training using the company’s Fin X application. Accordingly, the company supported the users throughout the learning process with tailored communication.

Result

94% increase in student engagement

The seamless WhatsApp integration with Answers and Moments transformed how Choice Tech connected with its students. From instant certificate delivery to personalized learning journeys, every interaction became smooth and purposeful, driving higher engagement than using traditional email communication.

By utilizing Answers for onboarding and engagement and Moments for reminders through WhatsApp, they achieved:

  • 94% increase in student engagement through WhatsApp compared to traditional email-based communication
  • 78% reduction in resource delivery time through WhatsApp automation
  • 98% of students received certificates instantly due to automation
  • 15% of student dropout rate from 60% earlier after localized content delivery via WhatsApp

 
Localizing financial education in Hindi, Marathi, and English helped Choice Tech break down barriers to financial education across India. Through our omnichannel communication platform, Choice Tech achieved its goal of making financial literacy truly accessible to its target audience in 3-6 cities of India.  

The support experience from Infobip has been nothing short of exceptional. Whether 3 PM or 3 AM, their support team was there, ready to help. This isn’t just about fixing issues – it’s about having a partner who ensures your success 24/7. I’ve never experienced a situation where my relationship manager wasn’t available for a query, something unheard of in today’s tech landscape. Their platform empowered us to create sophisticated yet user-friendly systems that scale effortlessly.”

Abhishek C. Gidde

Product Manager, Choice Tech Labs

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