Brand
WhatsApp Business Solution Provider
The language and educator training provider worked with Meta Business Partner Mekari Qontak to automate important marketing and customer service functions on WhatsApp, resulting in faster response times and increased customer satisfaction.*
5X
Faster response time than the previous customer service approach*
85%
Increase in customer satisfaction, compared to the previous customer service approach*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
English and Indonesian language education
IALF (Indonesia Australia Language Foundation) is an English and Indonesian language-training institution that services Jakarta, Gading Serpong and Bali. IALF specializes in English and Indonesian language training, international exam testing (including IELTS, PTE and GMAT exams), teacher training and study-abroad services.
Their Goal
Unifying customer service
IALF previously used the WhatsApp Business app to handle its customer service and marketing efforts, with each separate branch operating its own WhatsApp number between two agents. But the influx of customer questions and the lack of shared information among branches created the need for a new, scaled solution.
“The need for information is growing, and we see that most customers are more comfortable using WhatsApp than email or other channels. We can now send promotional messages to customers whom we believe have the potential to be re-engaged, with the hope that they will be interested in courses at IALF.”
Jay’Arief Rahman
Director of Marketing, IALF Indonesia
Their Solution
Automation and messaging through WhatsApp
IALF decided to partner with Meta Business Partner Mekari Qontak to build a dedicated service and marketing channel in WhatsApp Business Platform to provide automated answers to common questions, relieve the workload for its agent team and improve its customer acquisition and re-engagement efforts.
With the new WhatsApp Business Platform solution designed by Mekari Qontak, IALF was able to create a single number to handle customer inquiries for all its branches, directly field student questions sent via social media, and quickly respond to the most common questions using automated, ready-to send message templates. Questions that pertained to specific branches could be easily assigned to service agents at those branches, and coordination among branches was made easier with a shared notes feature that was used when conversations were transferred to a new agent.
IALF was able to improve the accuracy and efficiency of its marketing as well, by sending marketing messages on WhatsApp in bulk to current and prospective customers, using group targeting based on IALF’s customer relationship management (CRM) information. The company used Mekari Qontak’s reporting features to evaluate the success of its WhatsApp campaigns.
Their Success
Improved customer satisfaction scores
Since implementing its unified WhatsApp Business Platform solution, IALF has reported:
- 5X faster response time than the previous customer service approach*
- 85% increase in customer satisfaction, compared to the previous customer service approach*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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