21K School increased their new customer acquisition by 72% in 11 months using WATI

21k about 1

ABOUT

21K School

21K School is a K-12 school offering Indian, American and British curriculum online for students aged 3 to 18 years in India and abroad. As a technology-driven school, they offer transparent and quality education, regardless of the situation and location. They strive to be pioneers in offering personalized, transparent, affordable high-quality education to students online using a proprietary learning platform engaging students with a repository of audio, video and animated curriculum content from the best in the world.

Started in June 2020 by Santosh Kumar, Yeshwanth Raj Parasmal, Joshi Kumar and Dinesh Kumar, the community includes over 3000 students and 225 teachers from 400 cities and 35 countries representing seventeen nationalities.

The school has raised Pre-Series A Investment of $5mn from visionary entrepreneur Ronnie Screwvala.

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increase in new customer acquisition over the last 11 months

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increase in revenue

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increase in issue resolution in 3 or less conversations

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USD

reduction in customer support cost

21K SCHOOL’S GOAL

Always be available to the parents

K-12 education affects the future generations more than anything else. So, to help parents make the right choice, 21K School wanted to be available to answer parents’ questions. They wanted to engage with parents on a medium that allowed for personalisation, automation and high open rates. WhatsApp checked all of those boxes.

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Yeshwanth Raj Parasmal

Co-Founder & COO, 21K School

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The WhatsApp Business API has been an excellent way for our school to reach out and convert potential students into enrollments. It's also helped us offer personalized, proactive messaging that guarantees superior customer service in order make the experience more memorable! The easy accessibility plus automation features allows us to operate efficiently enough so we can scale easily with ease - this powerful little tool is simple yet versatile.

The solution using WATI

21K School uses WhatsApp throughout their customer journey – Creating awareness, consideration, purchase, post-purchase, customer care and re-engagement. This image gives you an understanding of how deeply connected WhatsApp is during their entire journey.

21K School

Lead Generation

  • Message broadcast to prospective leads
  • Website whatsapp widget
  • Lead query resolution & rerouting

Enrolment Application

  • Follow up on enrolment process
  • Issue resolution

Admission Process

  • Admission conselling facilation
  • Admission completion reminders
  • Admission process notifications

Fee payment notification

  • Fee Payment & Welcome Kit
  • Learning kit deliverable tracking

Student Onboarding

  • Technical assistance for students
  • Follow up with parents on student's attendance/progress
  • Facilitate counselling

WhatsApp is the only messaging platform 21K School uses for business communication with customers..

They used WATI for

Lead Management
Issue Resolution
Admission Process
Fee payment and welcome kit distribution
Student Onboarding

Using WATI’s Zoho CRM integration, they have created a personalized journey that is also highly automated without compromising on the customer experience.

“We have had a terrific experience with WATI. WATI is one of the most intuitive and easy to use products that helped us launch our WhatsApp Business API much faster. It has a rich feature set, great integrations, shared inboxes and managers for teams in the system – no need for coding! Even with a 10x customer growth, our customer service team grew only 2x, largely due to WATI. WATI has also improved our customer satisfaction rate. The integration with Zoho and the drag-and-drop flow builder are our favourite features of the product.“

– Yeshwanth Raj Parasmal, Co-Founder COO, 21K School

Use case – Lead Generation

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Use case – Fee Payment & Welcome Kit

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21K SCHOOL’S SUCCESS

60%

Increase in engagement with prospects over 9 months

72%

Increase in new customer acquisition over 11 months

42%

Increase in Marketing Qualified Leads (MQL) over 11 months

79%

Decrease in customer acquisition costs over 7 months

200%

Increase in agent productivity

85%

Increase in sales over 10 months

10K USD

Saved 10,000 USD per month ~ 100K USD over 11 months ~ equivalent to 15 Sales Executives/Admission Counsellors

Be where your customers are

WATI is a comprehensive customer communication platform for WhatsApp. An official WhatsApp API partner, WATI enables sales, customer support and marketing teams to use a single platform to send bulk messages, broadcasts, template messages, build chatbots with a no-code builder and manage customer queries with a single team inbox.

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