Apr 30, 2025

Global online learning leader innovates with cxconnect.ai App for Salesforce

Introduction

In today's world, where online learning has become a cornerstone for skill development and career growth, the competition among providers has significantly intensified. This surge in demand, accelerated by the Covid-19 pandemic, underscores the importance of education accessibility. Reports indicate a substantial increase in online learning participation, surpassing pre-pandemic levels and highlighting the crucial role of online courses in today's dynamic labor market.A world-renowned leader in the online education sector, our partner has witnessed exponential growth across the globe. Committed to making education accessible to all, the organization faced the challenge of providing efficient, cost-effective multilingual support to its diverse customer base, ensuring that learners could receive assistance in their preferred languages from its offshore centers.

The Challenge

Our partner sought an innovative, cost-effective strategy to deliver high-quality multilingual support, including for less common languages such as Bahasa and Arabic. The fluctuating demand for courses based on geographical location and language posed a significant challenge, particularly when support in certain languages was unavailable, leading to learner dissatisfaction.Traditionally, sourcing and hiring for niche languages took up to eight weeks, often resulting in missed opportunities to provide timely support during brief surges in demand. Furthermore, the cost of maintaining multilingual support teams, even for low-demand languages, was not economically viable, often leading to a default to English support or efforts on a best-endeavor basis.

Key Facts

Global customers speaking 23 languages
High operating costs
High turnover rates

The Solution

To address these challenges, cxconnect.ai introduced a groundbreaking solution that halved operating costs and significantly expanded multilingual coverage. By empowering our partner's teams in Manila and Guatemala City, we enabled them to support students in multiple languages, eliminating the need for expensive native-level staffing and drastically reducing hiring lead times by 75%. This ensured that global customers received quicker responses in their preferred languages.Integration of this multilingual tool into the customer journey streamlined chat and webform inquiries, improving agent handle time by 10% and creating a seamless support experience. As a result, customer satisfaction and service-level agreements (SLAs) saw remarkable improvements, with a 68.5% increase in SLA performance within 90 days.

The Results

cxconnect.ai has been instrumental in transforming our partner's customer support framework, enabling on-demand access to over 100 languages and laying the foundation for resilient, future-proof customer engagement. In just 90 days post-implementation, 90% of the support team could communicate in four additional languages beyond their native tongues, leading to a net 30% improvement in contact rates and a 6% increase in customer satisfaction year-over-year.These outcomes not only highlight the efficiency and effectiveness of cxconnect.ai's solution but also align with our partner's mission to deliver accessible, high-quality education globally. The success of this initiative has cemented cxconnect.ai's role in the organization's future strategy, with plans to further expand language support and enhance customer engagement based on these promising initial results.