24/7 WhatsApp Technical Support for an Online Tutoring Platform: A Comprehensive Case Study
Introduction:
HelpArc was approached by an online tutoring platform with over 10,000 teachers and 70,000 students globally who were experiencing technical support challenges. The platform’s previous in-house technical support team was not responding quickly to queries and failed to provide adequate resolutions. HelpArc proposed to onboard the client in 3 months and immediately began analyzing the existing processes, tech-platform, and structure.
Onboarding:
To onboard the client, HelpArc created processes and help documents for agents while simultaneously training them. Despite the 3-month timeline, HelpArc was able to onboard the client in just 2 months, with 25 agents managing 19 seats on a 24/7 basis.
Services Provided:
HelpArc’s team provides technical support for all issues related to audio, video, settings, and product-related issues to both teachers and students. The team handles an average of 3,000 technical queries per month. Moreover, the most crucial aspect of the project is to resolve multiple problems in real-time for both students and teachers during class sessions. As a result, HelpArc’s agents are often assisting 3-4 teachers simultaneously.
Conclusion:
In conclusion, HelpArc’s 24/7 WhatsApp technical support has successfully streamlined technical support for the online tutoring platform, enabling teachers and students to enjoy uninterrupted classes without the stress of technical glitches. With HelpArc’s support, the platform’s technical queries are resolved quickly, allowing teachers to focus on their teaching, and students to learn without any disruptions.