The Mystico

Context

The client is one of India’s largest learning platforms which provides preparation material for competitive examinations. They offer preparation material, live classes and subscription models for UPSC, IITJEE, NEET etc. Our objective was to work with the sales team and improve conversion rates by sales associates and the website.

Solution

After going through a thorough mystery audit process, involving multiple visits and multiple auditors, we noted a few points. A few of the points are:

  • Chatbot feature to facilitate customer grievances was unavailable, which over exploited the customer care service through calls which increased customer response time
  • No call to action/ early registration discounts for competitive courses were available on the website
  • Courses were only offered on a subscription basis. New course based offers were introduced to improve sale of individual courses

Outcome

Based on the issues noticed, we made recommendations to the client. The client adopted some new measures and focused on increasing the product offering. After a second review of the brand, the course based offers contributed 8% to the revenue and the discounts offered increased net profits. Moreover, introducing chatbots improved the customer care facilitation.