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Introduction
Founded in 1997 as a key part of Manav Rachna Educational Institutions (MREI), Manav Rachna University has grown to become a premier private university known for its cutting-edge curriculum, distinguished faculty, and state-of-the-art facilities. With a robust focus on innovation and quality education, the university is dedicated to preparing students for successful careers in the modern workforce. Between May 2023 and April 2024, the university attracted an impressive 1.92 crore visitors to its website, underscoring its wide-reaching impact and prominence in the educational sector.
‍The Challenge
Manav Rachna University, with its extensive curriculum and diverse academic programs, encountered considerable challenges in addressing the high volume of inquiries from prospective and current students, as well as their parents. The university's reach and popularity meant that each inquiry required personalized attention, which significantly burdened the existing administrative capacity. Ensuring timely and precise responses was critical to maintaining student satisfaction and operational efficiency, yet the limited staff found it increasingly difficult to meet these demands. Also, responding instantly to user queries outside working hours was another challenge. They needed a solution that responded instantly to any doubts or questions from leads and that too 24x7.
The Solution
To better manage the high volume of inquiries, Manav Rachna University teamed up with QuickReply.ai to set up WhatsApp chatbots tailored to their needs. This step was taken to improve the way the university handles questions from students and parents. The chatbots made it easier for users to get the information they needed quickly and without hassle.
They were not just fast in answering questions but also gathered information from users to help provide more tailored support.
For example, it collected the name and e-mail of the user and also asked several other questions like the programme the person is interested in, in a bid to help them better.
From eligibility criteria to programme fees, all kind of general queries were resolved by chatbots and that too, round the clock.
By using these chatbots, Manav Rachna University could handle more questions efficiently, ensuring that communication remained clear and helpful without the need for more staff.
Results
The introduction of WhatsApp chatbots by QuickReply.ai brought significant benefits to Manav Rachna University:
- Hundreds of Hours Saved: The chatbots autonomously handled 89% of all inquiries, saving 713 man-hours. This efficiency allowed the administrative staff to focus on more complex and critical tasks.
- Enhanced Engagement: The chatbots engaged over 4,000 leads on WhatsApp, showing their effectiveness in capturing and maintaining interest from potential and current students.
- Efficient Query Handling: Only 11% of the more complex queries were escalated to human agents. This high level of query resolution efficiency significantly lightened the staff's workload and improved user satisfaction
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Using WhatsApp chatbots allowed Manav Rachna University to enhance operational efficiency and student engagement, setting a strong example for other educational institutions on the benefits of integrating AI technology into administrative processes.
Want to see QuickReply.ai WhatsApp chatbots in action? Book a demo today!