Case Study: Arizona State University (ASU Prep Digital) reduces phone queues and scales student support with Olark

How ASU Prep Digital used Olark as a multi-purpose tool across their school

ASU Prep Digital, an accredited K–12 online school run by Arizona State University, originally adopted Olark to boost landing-page conversions as part of their marketing strategy. When COVID-19 hit their summer session they expected about 500 new students but instead enrolled over 2,500, sending phone lines into overload and leaving roughly 80% of calls going to voicemail—a sudden challenge that forced a rapid shift from sales chat to customer support.

The team repurposed Olark across the school—using Slack integration to monitor chats and build FAQs, pre-chat forms and away messages to capture contact details, automated prompts after visitors viewed six pages, shortcuts for consistent quick responses, and chat ratings for quality assurance. As a result, chats surged, agents were able to help more students simultaneously, phone queues were cleared, and Olark became a staple in their customer flow.

Arizona State University

John Logan

Knight Marketing Agency