Managing stakeholder requirements

Traditionally companies used EPABX systems to handle their business calls. However, these systems were not equipped to handle heavy call volumes that are needed to support a growing customer base. Due to its limited features growth became restricted.

Restrictions on agent numbers, infrastructure, and hardware also lead to more pressure and created strained customer relations. It became intimidating to handle a customer dominated business that required direct communications with both students as well as their parents.

Kaleyra provided a fresh approach to this problem. Through its messaging and voice solutions, it made it easier for educational institutions all across India to scale as and when required. It paved way for systematic customer interactions that grew along with the business, to enhance customer satisfaction and increase productivity.

Kaleyra offers insights into stakeholder communication

Facilitating over 2.5 billion text messages and 600 million calls per month, it easily manages to craft its solutions to meet the specific business needs of 8,000+ clients. Through its customizable and easy-to-use platform, Kaleyra made engagement with students and parents hassle-free, instant and efficient for various educational institutions. Its messaging and voice platform served numerous purposes to connect all stakeholders involved, keeping them updated regularly and giving access to all information at any time.

Messaging

Kaleyra offers an extensive range of telecommunication services that are readily being adopted by various education providers as it offers high ROI and cost-effectiveness simultaneously. Delivering 98% of its alerts within 2 seconds, it makes message communication effective in retaining and satisfying customers through automated and personalized options. Connecting with customers through text messages also ensures better handling of queries especially during admission rush time, and allows agents to focus on customer queries that actually need human intervention.

OTP SMS

One Time Passwords are an additional layer of authentication to the login process, creating a highly secure platform. By providing students OTPs when they register on the institute app, forget their password or log in from a new device to view their results, Kaleyra ensures that all the information is accessed by the authorized user. It also helps protect the educational provider’s platform against fraudulent login attempts.

Transactional SMS

Kaleyra’s vast capacity of delivering 5,000 messages per second, allows institutes to provide personalized messages for parents to help them keep track of and confirm all their financial transactions. This removes the need for them to call the school in order to check their transactions as they have all information available directly on their phone, which can be accessed when required.

SMS to update parents

The primary goal of parents and teachers is to ensure that the children grasp what is taught in class thoroughly and perform well in exams that test their understanding of the learned topics. To regularly update parents about their ward’s progress and inform the students about their performance on every exam, Kaleyra sends links to their results via messages for immediate and convenient access. For some educational platforms that provide services out of the classroom, on applications, Kaleyra sends out messages to keep parents updated about the videos their children have watched through the educational application.

Message alerts for general information

Be it informing the students about their schedules, updating the parents about changes in curriculum or other essential happenings, conveying information about holidays, etc., Kaleyra keeps all stakeholders constantly updated by passing on all the required information via messages. Messages are easier to access and have a 98% open rate. As a result, it ensures that all the messages sent will be read, guaranteeing that the customers are completely engaged with the institute and have all the information they need to make the engagement optimal for both parties involved.

Voice

86% of customers prefer to get their problems resolved on a call with an agent as compared to emailing their queries and waiting for a response. By giving educational institutes the opportunity to easily integrate their CRM with Kaleyra, it allows agents to effectively handle calls from their desktop and oversee all communications from one common platform. It helps reduce conversion time remarkably. It also allows team leads to analyze and track agent performance and monitor the success of marketing campaigns which ultimately, helps them serve customers better, accelerate growth, and enhance team productivity.

Interactive Voice Response (IVR)

Through IVR, educational institutes can strategically resolve all the incoming questions. When parents call in for admissions, appointments, student test results, or any other concern, their call is routed to the respective department. As a result, the questions are directed to the agents who can best address the concern and provide faster, optimal solutions. According to the frequency and importance of questions raised by the customers who call, the institutes can assign key presses. For instance, if it has seen that majority of the customers call to get information about admissions, they can allot key press 1 to the admission department. By understanding the purpose of the call received through IVR, institutes can address concerns with minimal human intervention. Another advantage of the process is that no parent’s information is lost.

Click 2 Call

By providing Click 2 Call Kaleyra paved the way for interested customers going through the educational website or app to get in touch with a representative of the institute in just a click, for additional information. It simultaneously links the student’s contact number and then bridges both calls. This helps schools convert leads into customers. It also helps build a strong brand image and support agents working at the help desk. Kaleyra offers an integrative dialer that allows agents to automatically make outbound calls. Through this, agents can take notes, transfer calls when busy or to the specific domain expert, use voice mail, etc. in such a way the institute saves time, minimizes errors, and makes representatives better equipped to address a customer’s need.

Call Masking

Kaleyra allows teachers’ and students’ personal numbers to be kept private by bridging their texts and calls through an intermediate Kaleyra phone number. This also helps keep interactions between the parties on the institute’s platform and prevents them from engaging in private communications.

Kaleyra takes business communication to the next level

Through Kaleyra’s cloud solutions schools and universities all across India are able to handle large call volumes with higher efficiency. A platform that grows with its clients at each step, Kaleyra has changed the way communication takes place in the education sector by bringing parents and students closer to the institute. By creating a personalized and unique experience for all its customers, institutes can ensure long-term relations with all their stakeholders and are likely to even benefit from strong alumni connections and positive word of mouth from existing parents.

Key Takeaways

Estimated around 5.9 million rupees, India is the most rapidly growing market for education. With this growth comes the difficulties of catering to such a large population. Communication is an important part of the education industry. The main reason for this is that institutes need to manage communications with two very different stakeholders- parents and students. Administrative functions take up a lot of resources but are critical for building trust among parents.

Cloud telephony allows institutions to function with a great level of professionalism and organize their business communications systematically. By shifting everything on the cloud, firms can focus on expansionary strategies through their core operations without worrying about scaling their communication and managing a large customer base efficiently.