Case Study: Lido Learning achieves 100% chat support and a 64% boost in agent productivity with Verloop.io

Lido Learning Moved To 100% Chat After Automating Their Customer Support

Lido Learning, an ed‑tech company focused on project‑based learning, faced fragmented support systems (CRM, Freshdesk, email, phone), low engagement from in‑app campaigns, and rising costs as they scaled. To centralize context and improve customer engagement, Lido Learning partnered with Verloop.io to move to a chat‑first support model and send proactive messages via WhatsApp and automated journeys.

Verloop.io delivered a Freshdesk integration, 100% chat support, bot automation and WhatsApp campaigns; the results were measurable: agent productivity improved 64%, bot deflection handled ~64% of chats, first response time improved 72% to ~0.1 sec, overall CSAT is 3.8 (agent CSAT 3.5), and WhatsApp campaign fill rates exceeded 22% (with platform fills ~10–15%). Lido Learning continues to expand automation and proactive journeys using Verloop.io.

Lido Learning

Aditi Kothari

Product Manager