increase in new students attributable to WhatsApp
increase in yearly revenue due to WhatsApp
USD in monthly customer support savings with WhatsApp
of customer transactions resolved in 1 to 3 WhatsApp conversations
Top of the class in online learning
21K School is India’s first online - only school, offering Indian, American, and British curriculum online for students aged three to 18 years across India and abroad. 21K School are pioneers in offering personalized, transparent, affordable high - quality edu cation to students online using their proprietary learning platform. Started in June 2020, 21K School’s community has grown in two years to include over 6,000 students and 450 teachers from 600 cities and 54 countries, representing 24 nationalities.
Bringing a personal touch to the digital classroom
As 21K School worked to create high-quality, consistent online learning, the organization needed a faster, more personalized way to attract new students and parents while providing hands-on customerservice to current students and their families.
Two specialized channels
For parents across India who are transferring a job or military post to a new city, or even a new country, ensuring their children get a high - quality, consistent education can be a challenge. That challenge is compounded for parents in rural villages or tier 2 or 3 cities, which often have limited or low quality in-person schooling. To support parents and make education more accessible for everyone, the founders of 21K School developed an online K-12 learning platform providing Indian, American, and British curriculum for students ranging in age from three to 18 years old in India and abroad.
Understanding that a child’s education is one of the most important choice s a parent can make, the 21K School team wanted to personalize each step of a parent’s journey, from taking the step to enroll to communicating about payment or a child’s performance in class. Though the school relied on conventional outreach methods like email to lead recruitment efforts and nurture parent relationships, many parents weren’t always able to circle back to, or even access, emails. To better attract new enrollees while effectively responding to current parent issues, the team looked to WhatsA pp, one of the most popular communications channels across India — and around the world.
Working with a WhatsApp Business Solution provider and software as a service (SaaS) platform WATI, 21K School developed two unique channels, one for generating new enrol lments and one for customer service, by leveraging Cloud API, hosted by Meta for the WhatsApp Business Platform. Parents clicking on social media ads or filling out forms for the 21K School now receive follow-up messages from WhatsApp. With the WATI team b uilding powerful integrations between WhatsApp and the school’s existing customer relationship management systems, sales and admissions teams can reach out immediately to answer questions, send brochures, and thank a parent for their interest.
"When people feel like they’re in a real conversation with a real person via WhatsApp, they’re more likely to trust our vision and enroll with us. In just over 12 months, we’ve already seen an 82 percent increase in new students," says Santosh Kumar, Co - Founder and CE O of 21K School . "Our customer engagement through WhatsApp creates a personalized experience that allows us to serve about 5,000 leads a day, resulting in a 40 percent increase in revenue within a year."
For the 21K School team, the personal touch doesn’t end once a parent has signed their child up for classes. In collaboration with WATI, the team developed a WhatsApp channel to serve the families of currently enrolled students by offering quick, automated confirmation that payments have been received, to track deliveries of learning kits, or provide technical assistance. Previously, the 21K School team needed to send email payment reminders and receipts, prompting a cycle of time - consuming follow - ups if parents never received the emails.
“Setting up no tifications in WhatsApp reduces the time for a parent to make a payment by two days. As we make parent experiences more convenient, we’ve had a 90 percent increase in tickets we can resolve in three conversations,” says Yeshwanth Raj Parasmal, Co - Founder a nd COO of 21K School. Kumar. “With WhatsApp, we don’t need to take on additional resources to give great service, we are saving $10,000 USD in customer support costs every month.”
The immediacy of WhatsApp empowers parents to be more proactive about their children’s schooling. Parents can opt - in to notifications about their child’s attendance, key exam dates, and scheduled meetings. They can also set up counseling sessions via WhatsApp. When one parent noticed that their child was having trouble speaking up during a class, they sent a WhatsApp message to the customer care team, which contacted the teacher in real time.
With WhatsApp, 21K School can bring the hands-on attention traditionally associated with in-person learning to dynamic digital classrooms.
Increased revenue, faster service
When 21K School develops two WhatsApp channels, the school sees a significant increase in enrollments in a year while resolving customer care issues faster
- 82% increase in new students attributable to WhatsApp
- 40% increase in yearly revenue due to WhatsApp
- $10,000 USD in monthly customer support savings with WhatsApp
- 90% of customer transactions resolved in 1 to 3 WhatsApp conversations
“When people feel like they’re in a real conversation with a real person via WhatsApp, they’re more likely to trust our vision and enroll with us. In just over 12 months, we’ve already seen an 82 percent increase in new customers. Our customer outreach thr ough WhatsApp creates a personalized experience that allows us to serve about 5,000 leads a day, driving a 40 percent increase in revenue within a year.”
“Setting up notifications in WhatsApp reduced the time it takes for a parent to make a payment by two days. As we make parent experiences more convenient, we’ve had a 90 percent increase in tickets we can resolve in three conversations. With What sApp, we don’t need to take on additional resources to give great service and save 10,000 USD in customer support costs every month.”