How Universidad UK boosted engagement and customer service
Time to read: 3 minutes
Challenge
Universidad Uk understood that to ensure a continued high-quality student experience, it needed a powerful, scalable customer engagement solution. The university turned to Twilio Gold Consulting Partner IZEI with the goal to create personalizing interactions with students by providing agents with necessary information and to enable 24/7 omni-channel customer service.
Solution
IZEI and the Universidad Uk technology team conducted a detailed analysis of the university’s needs that also aligned with the Uk’s current processes and growth of its operations. Twilio Flex was selected as the best choice for the Uk’s digital-first student engagement and communications due to its omnichannel capabilities, ability to personalize interactions, and platform agility.
Universidad Uk (“the Uk”) is an online university serving adults and working professionals in Latin America and the U.S. It offers undergraduate and graduate programs for students seeking schedule flexibility and digital, self-paced learning.
The Uk’s academic offerings include modern educational programs focused on labor market needs and professors with hands-on, industry experience to better prepare students for the workforce. As an online university, the Uk has centered its enrollment and academic strategy on innovative digital technologies. For example, it was one of the first universities in México to incorporate a bot into its customer service process which to date resolves more than 70% of its students’ queries.
In line with its tech-based foundation, the Uk understood that to ensure a continued high-quality student experience, it needed a powerful, scalable customer engagement solution to enhance communication and reach its entire student base. The university turned to Twilio Gold Consulting Partner IZEI with two primary goals: personalizing interactions with students by providing agents with necessary information and to enable 24/7 omni-channel customer service with WhatsApp, SMS, and Programmable voice. The Uk also had digitization challenges, such as digital asset capitalization and how to handle large amounts of data in ongoing daily operations.
IZEI and the Uk technology team conducted a detailed analysis of the university’s needs that also aligned with the Uk’s current processes and growth of its operations. Twilio Flex was selected as the best choice for the Uk’s digital-first student engagement and communications due to its omnichannel capabilities, ability to personalize interactions, and platform agility.
As a digital engagement center for Sales and Service, Twilio Flex delivered complete control to the Uk to design and deploy a stellar student experience with its API-based that integrates with necessary data providers and third party applications, and provides the breadth of channels their employees need. One of the most important features of Twilio Flex for the Uk is its programmability, giving companies the ability to customize their contact centers with personalized communication channels and user interfaces, plus systems integration such as a CRM.
“We decided to work with IZEI because we saw a great added value in its partnership with both Salesforce and Twilio. The integration of these platforms is what has drastically transformed our operations, providing us with greater information visibility and thus an improvement in customer support”
Twilio Flex also improved the Uk’s contact center productivity and the agent experience, all in a single pane of glass. For the Uk, this helped the Office of Admissions create student-centric experiences with the ability to seamlessly integrate with other systems and applications.
“Twilio Flex integrated with our CRM allowed us to provide a truly excellent user experience to our students ”
By leveraging Twilio Flex, Universidad UK is not only able to improve student engagement but also their overall contact center operations, by analyzing the real-time analytics and reports the solution provides.
“It has helped us improve our day-to-day metrics, mainly because we are now able to respond to prospects in real-time, leading to increased productivity for the Office of Admissions. Previously, we had to contact our candidates manually, which made the process much slower. Now, with Twilio Flex, we have automatic dialing which has improved our contact metric from 50% to 70%.”
After implementing Twilio Flex, and improving customer experience and agent productivity, Uk is growing at 2.5x for the second consecutive year.
With the help of IZEI and by leveraging Twilio, Universidad Uk is now able to provide a better student experience overall, from agile student onboarding and easier access to enrollment and academic information, to added flexibility to communicate with the Uk anytime, anywhere.
“Twilio Flex offers us the flexibility to build solutions tailored to our processes and ability to personalize them as our processes evolve. The reliability of Twilio Flex gave us the confidence that every communication we sent would be delivered”
Optimizing student services with Unified Profiles
As Uk continued to grow, they found that disparate data sources were causing friction and longer handle times for agents as they worked with students. Uk partnered with Twilio to leverage Unified Profiles to bring multiple sets of data into one single view for agents. By limiting the number of places agents needed to navigate for student data, they were able to reduce average handle time by 30%. Most importantly, they did this while maintaining their stellar 94% CSAT score.
“Unified Profiles and Agent Copilot have helped us deliver more efficient and personalized service, using real-time data and AI.”
