Education Industry, Use Cases

“iiTutors” Easily Manage the Customer Service, Quickly Reply to Customer Inquiries | Customer Experience

iiTutorsis the first live online mathematics education platform in Hong Kong, which specially customizes “Group Teaching” or “One-to-One Teaching” taught by experienced tutors for students aged 4 to 12. All the tutors of iiTutors are from Hong Kong universities or overseas universities who are experienced in tutoring. The whole teaching process is conducted online, it will also be videotaped at the same time, parents can accompany their children to class, and they can review their children’s class at any time.

In the Internet era, online teaching is very common, and teachers can teach students directly even without having face-to-face contact. Every parent hope that their children can receive a better education. Many parents contact iiTutors through WhatsApp, customer service has to constantly respond to parents’ inquiries about courses, and sometimes the responses are not timely. Moreover, it is often necessary to know the progress of the customer service’s chat with each parent, which is completely unable to meet the needs just using the original functions of WhatsApp. While iiTutors was looking for a solution, it found dumbChat.

Quick Reply to Customer Inquiries

Parents may ask a lot of questions when looking for a tutor for their children, thus customer service needs to spend more time to face the parent’s inquiries. As each child’s situation is different, although the questions are the same, the content of the responses will also be different, there is no way to use auto-reply to deal with such a situation.

dumbChat allows multiple people to log into a WhatsApp account and can let them to collaborate to reply to parents at the same time. Most importantly, dumbChat has a quick reply function, for some highly repetitive inquiries, iiTutors customer service can quickly select the appropriate template from the preset reply templates for quick reply, thus saving time.

dumbChat allows multiple people to log into a WhatsApp account and can let them to collaborate to reply to parents at the same time. Most importantly, dumbChat has a quick reply function, for some highly repetitive inquiries, iiTutors customer service can quickly select the appropriate template from the preset reply templates for quick reply, thus saving time.

-iiTutors

Keep Track of Customer Service

Before using dumbChat, there were already many parents who consulted iiTutors. The management of iiTutors couldn’t keep track of the follow-up situation of customer service to the customer, and sometimes ignored some parents. When the customer service responds, the customer is likely to have contacted other competitors, thus losing many potential customers.

Before using dumbChat, there were already many parents who consulted iiTutors. The management of iiTutors couldn’t keep track of the follow-up situation of customer service to the customer, and sometimes ignored some parents. When the customer service responds, the customer is likely to have contacted other competitors, thus losing many potential customers.

Summarize

dumbChat enables iiTutors to respond more flexibly to complex inquiries from parents. Some simple questions can be set up to automatically reply, and complex questions can also be answered with quick replies, which greatly improves the work efficiency of customer service. At the same time, it also makes the management of iiTutors’ customer service team more convenient. They can check the customer situation and progress of each customer service at any time, optimize the team management of iiTutors. dumbChat will also make persistent efforts and make more optimizations in the future.

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