Case Study: Universidad Uk improves student and employee experiences with Twilio

How Universidad UK boosted engagement and customer service

Universidad UK, an online university serving adults and professionals, needed a scalable way to deliver personalized, 24/7 student and employee support across channels like WhatsApp, SMS, and voice. It also wanted to reduce service delays, unify student data for agents, and improve enrollment and communication experiences.

Twilio implemented Twilio Flex, Unified Profiles, Agent Copilot, WhatsApp Business Calling, and related bot workflows to centralize conversations and data, streamline agent work, and automate lead qualification. The results included a 30% reduction in average service time, a 25% increase in new student conversions, 70% of queries resolved by virtual agents, and 45% savings in operating costs, while maintaining a 94% CSAT score.

Universidad UK

Aranza Torres

Chief Financial Officer