Case Study: ASU Prep Digital eases support burden with Olark

ASU Prep Digital eases support with Olark as enrollments jump 80%

ASU Prep Digital, an accredited online K-12 school, originally used Olark live chat as a sales tool to boost enrollment conversions. Their challenge dramatically shifted when the COVID-19 pandemic led to a surge of over 2,500 new summer session students, far exceeding expectations. This influx overwhelmed their phone support, with 80% of calls going to voicemail, and they needed a swift way to manage the sudden volume of inquiries.

Olark provided the solution, pivoting to a primary customer support channel. The team utilized features like Slack integration for monitoring, pre-chat forms, shortcuts for fast responses, and away messages to capture inquiries after hours. This allowed agents to serve multiple students simultaneously via chat. The measurable result was a direct clearing of their overwhelmed phone queues, enabling staff to handle the enrollment surge effectively. Olark became a staple in their customer support flow.

ASU Prep Digital