Overview

Founded in Galway, Ireland, in 2007, Alison has cemented its position as a premier global platform for free education and skills training. As a for-profit social enterprise, Alison’s mission is to eradicate barriers to education, allowing individuals to pursue studies in diverse subjects at any time and from anywhere. This dedication is not just about broadening access to knowledge but also catalyzes positive societal change, driving opportunity, prosperity, and equality. Today, with a community of over 30 million learners across 195 countries, Alison exemplifies how commitment to a mission can revolutionize the world of learning and skill development.

Challenges Faced by Alison

• Alison faced an overwhelming volume of inquiries and complaints from students, which posed a significant challenge in addressing each concern comprehensively.
• Due to staff constraints, Alison found it increasingly difficult to maintain their standard Customer Satisfaction (CSAT) levels, risking the overall student experience.

Solutions Crafted by INSIDEA

• Dedicated Support Team: INSIDEA assembled a dedicated team to seamlessly support students globally. Whether via chat or email, this team acted as an indispensable extension of Alison’s core support operations.
• Extensive Assistance: INSIDEA’s team went the extra mile beyond simply resolving platform-specific queries guiding students on broader educational and developmental topics.
• Integrated INSIDEA Tools for Enhanced Efficiency:
  
  i. Live Chat: Facilitated direct and immediate communication, promptly addressing students’ concerns.
  
  ii. Help Center: A centralized hub was created to address frequent student queries, offering an easy-to-access reference for learners.
  
  iii.Ticketing System: This tool was invaluable for efficiently categorizing, prioritizing, and resolving intricate student issues.

INSIDEA’s Contribution to Alison’s Success

Recognizing the unique challenges faced by Alison, INSIDEA’s customer success team stepped in, bringing its renowned expertise in providing unparalleled support services across various sectors.
Choosing to collaborate with INSIDEA meant Alison could lean on a partner that saves precious time and resources and is laser-focused on elevating user experiences.
One of INSIDEA’s most salient contributions to Alison is its knack for enhancing user loyalty and retention. INSIDEA has been instrumental in bolstering Alison’s reputation and user satisfaction by prioritizing personalized interactions, ensuring convenience, and maintaining swift responsiveness.

Business and Technical Benefits Realized by the Client

• Maintained a stellar Service Level Agreement (SLA) performance at 94.7% over the past two years.
• Successfully managed an impressive volume of over 730,000 chats.
• Achieved rapid query resolution with an average turnaround time of just 2 minutes post-receipt.