Case Study: The Chinese University of Hong Kong reduces first response times from 36 hours to minutes with respond.io

How respond.io Improved CUHK's First Response Times

The Chinese University of Hong Kong (CUHK) needed a better way to handle MBA program inquiries from prospective students across Hong Kong, Mainland China, India, and ASEAN countries. With email becoming difficult to manage and instant messaging being the preferred channel for applicants, CUHK wanted to add Facebook Messenger and web chat while also automating responses to common FAQs. Respond.io provided the messaging platform used to centralize these conversations.

Respond.io connected CUHK’s Facebook Messenger and web chat into one inbox, added a mandatory web chat contact form, integrated the university’s CRM, and used Dialogflow-powered chatbot automation to answer FAQs. As a result, CUHK increased inquiries by 50%, handled 98% of inquiries automatically, and cut first response times from 36 hours to just minutes.

The Chinese University of Hong Kong