Innovations for Learning brings new quality of in-app support with LiveChat
Customer Company Size
SME
Region
- America
Country
- United States
Product
- LiveChat
- TutorMate
- Zendesk
Tech Stack
- API Integration
- Custom Variables
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Education
Applicable Functions
- Human Resources
Use Cases
- Remote Collaboration
- Chatbots
Services
- Software Design & Engineering Services
About The Customer
Innovations for Learning is a nonprofit organization that focuses on teaching kids how to read. The organization runs an online tutoring program that pairs students in urban classrooms with volunteer tutors from corporations across the USA. The organization was using an in-house chat solution built into their application called TutorMate, which is used for one-on-one online tutoring. As more people joined the project, the custom-made chat solution started to slow down the application, making it difficult for the support team to manage issues.
The Challenge
Innovations for Learning, a nonprofit organization that focuses on teaching kids how to read, was using an in-house chat solution built into their application called TutorMate. As more people joined the project, the custom-made chat solution started to slow down the application. Tutors and teachers were chatting with the agents in a shared channel, which made managing issues difficult. The support team was losing sight of the real problems in the ensuing chaos. Their frustration lasted until they brought LiveChat on board. They integrated it with their application and organized faster and easier technical support.
The Solution
Innovations for Learning decided to implement LiveChat in their organization. LiveChat is available in every part of the TutorMate application, allowing tutors and students to reach out to the support team whenever they have a problem. The support team consists of two full-time agents and one back-up person who handle around 80-100 chats every day. LiveChat was integrated with Zendesk and their own system, allowing all the necessary information to flow easily between the three systems. Agents have access to all the necessary data and can swiftly deal with the clients’ issues. The chat window has been tuned to the look and feel of the application to make it an integral part of the app.
Operational Impact
Quantitative Benefit
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