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E-learning

How Five Star Managed to Keep Their Average Response Time Under 2 Minutes with HelpCrunch

Five Star Technology Solutions (Five Star) is an education technology company in Sellersburg, Indiana that was founded in 2005. The company provides a wide range of solutions for schools, such as infrastructure support, on-site technicians, and professional development services. They also deliver data analytics that help schools visualize important data points while monitoring students’ performance and engagement during remote learning. 

Five Star uses HelpCrunch’s feature-packed, live chat solution for one of their virtual learning tools, the Indiana eLearning Lab

The Challenge 

The primary goal of the Indiana eLearning Lab is to assist educators and parents with distance learning strategies and provide support for students. For instance, if a student is having trouble with Google Docs or navigating a lesson, an eLearning Lab instructor can help via live chat.

The main challenge was finding a company that would be just the right fit for this platform. 

The Solution

There were two key reasons why Five Star Technology Solutions chose HelpCrunch for their customer support and engagement needs over other tools:

Live chat software

HelpCrunch is an all-in-one customer communication platform where live chat takes the lead. eLearning Pros (what Five Star calls their customer support agents) are now able to bring an exceptional experience to students and parents and more advanced support to teachers.  

five star landing page with helpcrunch chat

A popup builder with auto messages 

One of the Indiana eLearning Lab’s goals was to engage as many students, parents, and teachers as possible. That’s why the intuitive popup builder from HelpCrunch caught their attention right away. 

With its help, they can make announcements and provide instructions when a user logs in to the dashboard and tailor them to specific users. These messages can be used for greeting a returning student or notifying teachers about upcoming events. 

The Result 

HelpCrunch has allowed the Indiana eLearning Lab to provide exceptional customer service through:

  • Saved responses
  • Proactive chat messages
  • Well-built and helpful knowledge-based articles
  • Fast response times  

The team’s productivity has also greatly increased thanks to the efficient workflow and sleek software HelpCrunch provides. That is, their average response time is now under 2 minutes with live chat. 

I’m glad we found HelpCrunch. The customer success managers are helpful and I think it’s a good partnership!

Sam Bush, Senior Director of Software @ Five Star Technology Solutions

Bottom Line

Five Star Technology Solutions and the Indiana eLearning Lab have happy and engaged parents, students, and teachers.

Do you want the same success? Create a free account with HelpCrunch and test its broad feature set, assist your customers proactively, and meet their needs fast. 

Five Star Technology Solutions (Five Star) is an education technology company in Sellersburg providing a wide range of solutions for schools, such as infrastructure support, on-site technicians, and professional development services.

Industry

E-learning

Use case

Support, Engagement

Key features used

Live chat Shared inbox Popup builder

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