Edna plugs WhatsApp Business API into Ukids Academy

2024: WhatsApp Business API connection

Ukids Academy connected WhatsApp Business API as the main channel for interaction between clients educational and the platform, including for conducting surveys. This was Edna announced on July 24, 2024. The choice was influenced by the opinion of the Academy's clients: 85% of the parents surveyed noted that it is convenient for them to communicate and resolve all issues using a single number in. WhatsApp Now the Ukids Academy has concentrated the entire flow of communications in a single corporate channel. This allowed a 50% increase in the number of customers who pass the company's surveys.

The online academy specializes in the development of flexible skills in children of different ages. As of July 2024, the Ukids client service department employs more than 60 employees who serve about 10 thousand customers. Employees regularly correspond with parents on organizational issues and student performance, share useful materials. Before connecting the WhatsApp Business API, personal accounts of employees in the messenger were used to interact with customers. With the growth of the company, it became clear that a business account is needed in order to build a reliable communication system with customers and not depend on the human factor. It is important for the company that customers have a single channel to receive all the information of interest. In addition, a channel was needed in which it is enough to know their phone number to communicate with the client.

Ukids Academy decided to connect the WhatsApp Business API. Special business software that allows several employees to communicate with customers from the same WhatsApp number, conduct surveys and make mass mailings. Also, the WhatsApp Business API makes it possible to get a "green tick" - a sign of an official account that causes more customer confidence and helps increase audience loyalty.

Edna was chosen as the WhatsApp Business API provider. The decisive factor was fast and qualified technical support. Edna also assigns a personal account manager to the client, who helps with all issues at the stage of implementation and further cooperation.

First, one number was connected for the work of the client service department, and then the second, which made it possible to separate existing and new clients and scenarios for interaction with them. This approach will help improve the quality of service.

Ukids Academy actively uses the WhatsApp Business API also to survey clients on topics relevant to the educational process and to assess satisfaction with the support provided by employees of the client service department. The number of parents who take part in the polls has increased by one and a half times. Now 37% of all parents are in the polls.

As of July 2024, WhatsApp dialogues account for 95% of communication, 5% are in e-mail and Telegram. At the stage of acquaintance with the educational platform, customers communicate with bots in Telegram, and from the moment they purchase the course, they correspond with managers in WhatsApp. In the "green messenger" you can get all the information about programs and lessons, discuss organizational issues.

We always think about how customers are more comfortable communicating. WhatsApp turns out to be indispensable: parents are faster to see notifications in the messenger and answer than to look for the desired letter in the mail. Receiving information and feedback in a convenient channel significantly saves parents' time on kommunikatsiyu​​, "said Alexandra Osipova, Operations Director of Client Service, Ukids Academy.

After the implementation of WhatsApp Business API, Ukids Academy can send more messages: answers to customer questions, individual solution to various situations related to training, auto-mailing, surveys. Message templates are registered through edna, and then they are sent to the selected audience segments. Technical support, as well as a personal manager edna, helps to solve issues related to sending messages, registering letter templates, "said Nikolai Wand, Head of Instant Messaging, edna IT company.