With rapidly evolving changes in student behavior, especially post-pandemic, the education sector has seen significant evolutions in the way it approaches student experience. Increasingly, students are looking for ways to combine practicality with personal and professional growth. Today, this can be achieved by digitalizating processes.
With a goal to evolve its service and support operation, the Ânima Ecosystem, one of the largest education organizations in Brazil, chose Zenvia’s student experience platform to serve its more than 400,000 students throughout the country.
“With the onset of the pandemic in 2020, Zenvia was the strategic partner that enabled us to transition our customer service operations to a digital channel. Post-pandemic, and despite the creation of other channels, we realized that our students still preferred to use this channel for customer service (WhatsApp and webchat).” said Thiago Nunes, Customer Service Coordinator at Ânima.
In order to meet the challenge of offering excellent support and standardizing all calls in one place, chatbots were implemented on Ânima’s service channels, resulting in a significant reduction in service time. Through this, students who got in touch could already have a preliminary approach to resolving some of their simpler questions.
Safety and Excellence
“Our main pain point in the past was the lack of standardization of WhatsApp calls, where our students would contact unofficial numbers and we couldn’t keep track of them,” said Thiago Nunes.
Thus, by verifying the WhatsApp number used through the Zenvia platform, the students also had a greater sense of security throughout the support process, knowing for certain that they were speaking with an official number. “Zenvia has brought us standardization, as well as security in the virtual service process, as our numbers are verified by Meta (Facebook) and have a verification seal, preventing fraud or scams in the service,” said Thiago.
In addition to the reduction in response times, the optimization of processes using the Zenvia platform has also resulted in greater stability for the operation. Today, after implementing the project with Zenvia, students who need to go through the educational institution’s WhatsApp and chat channels have a friendly and agile experience, which generates better results for the Ânima Ecosystem.