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Case Study
With Olena Samkova, Head of Learning Experience at GoITeens
GoITeens is a leading IT academy that holds a dominant position in the youth education market. With over 12,000 active students and more than 50,000 graduates, GoITeens specializes in teaching children across various fields such as programming, design, and mathematics.
Before implementing ConnectiveOne at GoITeens, communication with clients was managed through individual managers' personal accounts, which led to uneven workload distribution. Clients could reach out outside of working hours, making it difficult to organize workflow. The absence of a centralized communication platform also made it challenging to monitor request handling, which affected the quality of support.
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The implementation of ConnectiveOne allowed GoITeens to consolidate all communication channels into one system, ensuring efficient process organization and significantly improving the customer experience.
ConnectiveOne provides GoITeens' clients with a convenient communication channel, significantly simplifying the process. Now, each client has access to the official chatbot, ensuring quick consultations and prompt assistance.
The implementation of ConnectiveOne allowed GoITeens managers to organize clear work schedules and automatically distribute dialogues, helping to avoid overtime. This increased employee efficiency and overall job satisfaction.
โ"Everyone manages to maintain a good work-life balance and avoid overtime."
Olena Samkova
Head of Learning Experience GoITeens
ConnectiveOne has been successfully integrated with the LMS (Learning Management System) actively used by GoITeens for training its students. This integration involves embedding a widget on the platform that allows students to directly reach out to a manager from within the learning environment and quickly get answers to their queries. Currently, the teams from ConnectiveOne and GoITeens continue working on improving the integration to ensure even more effective support and service.
Vladyslav Mulin
PM GoITeens
The response time to the first customer inquiry has significantly decreased. Previously, this metric averaged 3 minutes, but now it has been reduced to almost 2 minutes. There is also an increase in NPS, which is evidence of improved service quality and an enhanced customer experience. These changes positively impact the overall image of GoITeens.
"We actively monitor the time of the first response, meaning how quickly the manager replies to the client after their initial inquiry. An important metric is also the customer's rating of their interaction with the manager, which helps assess the quality of the provided answers and determine how effectively the client's issue was resolved.
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Olena advises other companies to actively implement technological solutions like ConnectiveOne, as having such a tool is undoubtedly an advantage for both clients and businesses.
Olena Samkova
Head of Learning Experience GoITeens
