Challenges
A leading global provider of online education programs sought a scalable multichannel support model to handle growing interaction volumes and expand student and administrative support across chat, email, and voice channels while maintaining timely, consistent service.
Solutions
Straive implemented a flexible multichannel support and technology framework supported by Five9 for chat and voice, Reach CRM, DocStar for document management, Storms for ticketing, and Edugrade.
Impact
The engagement delivered measurable improvements across student experience and operational responsiveness:
- 150% capacity expansion achieved within 6 months
- ~2 min average chat queue time reduced from ~40 minutes
- ~3 min average call wrap-up time ACW achieved
- 4.0–5.0 quality scores improved from 3.0 during transition