Web Chat Support, Click Chat Support, Chat Support solution

Client Profile

A leading nationwide university in the US with 90+ locations.

Situation

This leading nationwide university desired to supplement their existing lead generation project with a Click-to-Chat program in an effort to increase university enrollments.

The university had researched and discovered a large percentage of their website visitors were not proactively enrolling. There was an opportunity to directly engage the student prospects with a targeted marketing approach.

Etech Solution

The Solution was designed around Etech's proven past experience on the existing lead generation performance. Etech's solution was designed using the best-in-class technology platform for online customer interactions and included the following aspects:

• A rigorous process of Recruitment for Customer Interaction Representatives with client involvement.
• Intensive training for a multi-state and multi-cultural approach with students or parents across the United States.
• The client participated in the training to enable a superior understanding of the process.
• 24 x 7 coverage was deployed to provide ready access to all student prospects.
• An integrated approach to daily, weekly and monthly reporting systems was implemented.
• Dedicated and experienced Account Management and Chat Auditors for Quality were assigned.
• Weekly calibrations with the client were established for continuous improvement.

Results

• Client is evaluating expanding to 24 x 7 support for all its locations utilizing Etech's capabilities.
• Client has transitioned inbound customer interaction services and outbound recruitment efforts to Etech due to the superior performance and innovations implemented.
• Client is moving forward with expanding Etech's scope of work to also include handling admissions counseling as well.

Chat Statistics	Industry Standard	Etech Performance
Abandon Rate	3%	2%
Service Levels	90%	94%
Response Time	30 Seconds	22 Seconds
C-Sat	85%	95%

Client's Response

• Client is evaluating expanding to 24 x 7 support for all its locations utilizing Etech's capabilities.
• Client has transitioned inbound customer interaction services and outbound recruitment efforts to Etech due to the superior performance and innovations implemented.
• Client is moving forward with expanding Etech's scope of work to also include handling admissions counseling as well.