The Situation

The decision time to enroll into an education programme can be very long. Applicants needs to understand the programme details, ranging from general course schedules to specific curriculum structures. During the enrollment period, HKMA Customer Service team had to handle vast number of enquiries via call and acted as a hub to route any in-depth enquires to the faculty departments. ​

The process of waiting and getting the answers from the faculty members is time-consuming and inefficient to the HKMA Customer Service team, as the applicants always had to wait for the call back on the programme details. 

What to Achieve 

#WhatsAppAPI #chathistory #invisiblechat

To streamline the workflow of the Customer Service team, offering the best experience to the applicants, and ultimately improving the enrollment rate, HKMA has chosen MPower’s Conversation Commerce Platform as their customer service and collaboration tool. ​

Adoption of MPower Solution 

With MPower’s Platform, whenever Customer Service Team needs support from the faculty members, they can directly invite the faculty members into their WhatsApp chatroom with the applicant. Meanwhile the faculty member can review the chat history between the applicant and Customer Service Team. If the faculty member needs any clarification from the Customer Service Team, they can ask privately in the same chatroom, where the messages between them are invisible to the applicant. 

Now, the faculty members can get thorough background information through the applicants’ chat history with the Customer Service team, replying to them directly without the need to call the applicants for clarification or handling any "no answer" calls. Applicants can now enjoy seamless experience from browsing HKMA website, chatting with the Customer Service Team and faculty member, to finally enrolling into the programme. 

Result

#conversionrate #customerexperience #productivity

​The new Customer Service workflow has greatly sped up HKMA’s enquiry process and yielded a significant increase on instant conversion rate and post conversion rate.

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