Case Study: Zack Academy achieves 4.5x higher customer conversions with Olark

How the online academy used Olark to scale customer service without growing team size

Zack Academy, an online academy, used Olark live chat to help students with questions about classes, requirements, and support without needing to expand its team. The company relied on Olark for sales, customer service, and partner support, while also using features like shortcuts, transcripts, and agent reporting to handle technical inquiries accurately and efficiently.

With Olark, Zack Academy scaled customer service and gained better insight into student needs and site issues. The results were strong: live chat visitors converted at a 13.5% rate versus 3% for non-chatters, a 4.5x improvement, and the team used those conversations to identify common questions, improve course offerings, and build trust with visitors.

Zack Academy

Nikki Roth

Vice President and Director of Operations