01The challenge
Helping learners get started, in their own language
The organisation offers free online lessons and practice exercises to learners, including learners across India.
It wanted new learners to get started quickly, and every learner to get help in their own language, from one place.
02What they switched on
Onboarding and support on one WhatsApp number
The organisation moved learner onboarding and support to a single WhatsApp number with SAMWAD, in the languages its learners use.
- 1Message templates →
Personalised welcome messages
New learners receive personalised WhatsApp messages that help them get started.
- 2Chatbot builder →
FAQ chatbots in regional languages
Chatbots answer frequently asked questions in Indian regional languages, so learners get help without waiting for the team.
- 3Shared inbox →
One number for all support
All learner support runs through one WhatsApp number, so learners always know where to ask.
See it in WhatsApp
One of the automations above, as the customer sees it.
Illustrative chat. Names and details are examples.Namaste Priya! Welcome. Which language would you like help in?
10:40 amहिन्दीதமிழ்Englishबढ़िया! हम आपकी क्या मदद कर सकते हैं?
10:42 amशुरू कैसे करेंअकाउंट में मददकुछ औरयह रहा आपका पहला पाठ। कोई सवाल हो तो यहीं पूछें, हमारी टीम मदद करेगी।
10:44 am03The results
Faster onboarding, and more learners reached
Chatbots now resolve about 70% of learner questions, and onboarding is 40% faster.
Learner engagement rose 35% and satisfaction scores 25%. With support in regional languages, the organisation reaches 30% more learners in regional areas.
04What you can copy
Lessons for education teams
- Offer support in the languages your learners use, starting with the questions they ask most.
- Keep one WhatsApp number for onboarding and support, so learners never have to guess where to ask.
- Let chatbots take the repeat questions and hand the rest to your team.
How we measured
- 40% faster learner onboarding. Onboarding time. Original page gave two different figures; we use the lower one. (40% faster and 4x faster) Source: reported by the customer.
- 70% of learner queries resolved by chatbots. As reported in the original case study. Source: reported by the customer.
- 35% higher learner engagement. Teacher and student engagement. Original page gave two different figures; we use the lower one. (35% and 3.5x) Source: reported by the customer.
- 25% higher learner satisfaction scores. Satisfaction scores. Original page gave two different figures; we use the lower one. (25% and 50%) Source: reported by the customer.
- 30% more learners reached in regional areas. After adding Indian regional-language support, as reported in the original case study. Source: reported by the customer.