Dalilk Academy is an online English training and exam preparation center. It delivers quality education to late teens and young adults throughout the Gulf Coast Countries, and particularly in Saudi Arabia.

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The Problem

The company initially managed sales inquiries through multiple personal WhatsApp numbers, leading to confusion and inefficiencies. It faced challenges in monitoring agent performance and providing personalized service. Furthermore, the lack of centralized communication and automated workflows hindered their ability to scale their operations effectively.

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The Respond.io Solution

Integrated Whatsapp API on Respond.io to Centralize Customer Communication

By implementing the WhatsApp API through respond.io, the company consolidated all customer sales conversations into a single platform. This eliminated the need for multiple WhatsApp numbers and streamlined communication, making it easier for agents to manage conversations.

Utilized CRM Integration to Personalize Customer Interactions

Respond.io allowed for integration with HubSpot which enabled agents to access customer information seamlessly, allowing for more personalized interactions. This feature was a game-changer, helping agents understand customer needs better and provide tailored support.

Applied Reporting Tools to Monitor and Improve Agent Performance

Respond.io’s robust reporting tools effectively addressed the challenges of monitoring and evaluating performance. Reporting data, like first time to respond and close conversations, provided valuable insights into agent performance and customer satisfaction, enabling managers to make informed decisions and improve overall efficiency.

Automated Chat Assignment to Ensure Every Lead is Answered

The automated assignment of chats ensured that no customer queries were missed. This feature streamlined the workflow, ensuring that each query was promptly addressed and assigned to the appropriate agent, thus enhancing the overall agent performance.

Respond.io has enabled us to scale our business and grow at a rapid rate. It’s been the key to resolving scattered and opaque customer communication in our operations, leading to our recent successes. - Ahmad Hijazi, Dalilk Academy’s Managing Director

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The Results

Implementing respond.io led to immediate improvements in customer satisfaction, with customers receiving timely responses and better support. Agent performance significantly increased, doubling their conversation handling capacity and productivity.

With just one number to manage all sales inquiries, the company streamlined its communication process. Additionally, leveraging the efficiencies gained from centralized communication, CRM integration, and workflow automation, the company successfully doubled student intake while maintaining high service quality.