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Vedantu's Triumph with Wati: 50% Drop in Contact Center Calls
About Vedantu
Vedantu revolutionized the conventional approach in India's K-12 tutoring sector by pioneering LIVE online classes in 2014, establishing a new category. Currently, Vedantu provides tutoring services for children aged 3 to 18, covering various subjects and preparing students for competitive exams like IIT-JEE, NEET, Commerce, CBSE, ICSE, and state exams, including Maharashtra boards. With its rapidly expanding Superkids vertical, Vedantu now offers extracurricular classes such as English Speaking, Reading, and Coding.
The Challenge
Vedantu encountered challenges with their previous business messaging tool, particularly inefficient chat assignments to the appropriate agents. Additionally, they needed a platform to send mass messages via Google Sheets integration to their extensive customer base, including students and parents.
The Solution
Vedantu moved ahead with Wati to address their issues. They leveraged Wati's automatic chat assignment feature to streamline the process of assigning their users to the appropriate teams. Additionally, Wati's broadcast features facilitated the seamless delivery of bulk messages to Vedantu's extensive customer base of students and parents.
Outcome
Wati brought Vedantu some impressive results:
8%
More engagement with users
50%
Fewer calls to the contact center
Ashwani Agarwal
Chief of Staff at Vedantu
Testimonial
Transitioning to Wati was a seamless experience. Our team adapted quickly to the excellent customer experience provided, and we could efficiently send out bulk messages to our customer base. We started with one account and now use six accounts for different team needs.
Conclusion
Wati empowered Vedantu to send bulk messages with direct integration to Google Sheets. Adapting seamlessly to various team needs across six accounts, this transition enabled Vedantu to deliver outstanding customer service. They effectively guided students and parents by providing a great customer experience.