DecisionTelecom and IT-STEP University: Viber Business Messaging for Smart Educational Communications
IT-STEP University is the first licensed higher IT education institution in Ukraine. Our students are trained in fields such as programming, graphic design, networks, and cybersecurity.
CHALLENGE:
IT-STEP was seeking for a reliable provider to ensure effective two-way communication via the Viber platform.
Previously, the company relied on traditional channels like SMS and voice messages, which partially met client needs but had significant limitations. The primary issue was the lack of a timely feedback mechanism for some end-users, which was crucial for launching educational programs.
This created a need for a solution that could enable convenient and interactive communication, fostering client engagement and improving service quality.
SOLUTION
To address IT-STEP’s needs, we implemented a tailored integration using API documentation for chat sessions.
This allowed IT-STEP to connect their CRM system directly to the Viber platform, enabling seamless sending and receiving of messages through their internal tools. As the communication solution provider, we established conditions for efficient and interactive interaction between the company and its clients—students and prospective learners.
This integration not only optimized the communication process but also enhanced the level of support and service quality.
RESULT
The customer authorization process accelerated by 7%.
By implementing this integration, IT-STEP increased user response rates by 30%. We became the first provider in Ukraine to implement Viber chat sessions using API integration. This solution significantly accelerated workflow processes due to the API's advanced functionality. With the integration, IT-STEP gained an effective way to engage with end-users without the need for external resources.
Furthermore, the API for chat sessions allowed IT-STEP to seamlessly integrate this communication system into their CRM, significantly simplifying the work of client communication managers. As a result, the integration not only streamlined interactions but also created favorable conditions for enhancing customer service quality.
