SMM, OPERATIONAL SUPPORT TO AN EDUCATION COMPANY
Client Overview
The client is an Educational Institution that offers students online courses in different subjects worldwide. They required help running their social media accounts, extending support to recent students, managing finances, and managing overall administration, such as collecting feedback and monitoring classes.
Challenges
The client’s business was growing fast and needed help supporting the internal team. Their social media platforms required managing; new admissions and classes needed monitoring; and financial processes, feedback, and emails required managing. Without efficient systems, they risked losing the personal touch that made their courses so interesting.
SOLUTION
We assigned a dedicated virtual assistant (VA) to social media, student support, financial processes, feedback collection, and other company processes. Here’s how we addressed the client’s needs:
Social Media Management: The VA was in charge of the client’s social media profile on the Facebook, Instagram, and LinkedIn platforms. This included:
1. Posting engaging, course-related posts and content.
2. Answering comments and messages from prospects and existing students.
3. Scheduling social media campaigns around new courses and webinars.
4. Tracking social media analytics to improve post performance and reach an audience.
Onboarding Support: Our Virtual Assistant on-boarded new students by:
Sending the welcome emails with course access instructions.
Supporting students by solving their technical issues when completing online classes.
Class Monitoring: Our assistants monitored live online classes. This included:
1. Informing whether the student has attended and participated in the session.
2. Providing technical support for the instructors, helping instructors set up virtual classrooms, fixing problems with connection, and teaching them how they could make use of presentation tools.
Finance Management: VA was responsible for handling the company’s primary financial processes which include:
1. Tracking payments.
2. Helping out with financial reporting by organizing income and expense records and making sure numbers add up. Our assistants also worked on payroll to keep it organized.
Feedback: We created survey questions and asked the students to provide feedback on each course. The VA then compiled responses and analyzed them to inform how they can make the course/course experience better.
Email Management: Wervas’s Virtual Assistants oversaw the company’s inbox by:
Responding to student inquiries.
Sends course, schedule, and reminder updates.
Emailing essential emails to the proper departments, and no inquiries went unanswered.
Results & Metrics
43% Increase in Social Media Engagement: Simply responding and posting on social media consistently to the client led to a 30% increase in social media interactions from the audience, which led to more students enrolling in courses through social channels.
Improved Onboarding Experience: Our updated system reduced technical issue resolution time and decreased the time new students felt unsupported and uncomfortable.
Enhanced Class Experience: Real-time monitoring by the VA of online classes lessened technical disruptions and facilitated a better learning environment for students with high satisfaction rates.
Streamlined Financial Processes: The client’s workload reduced, and helped with more efficient cash flow management due to our customized financial management systems.
Actionable Feedback: Due to the feedback forum we set up, the client made informed improvements to his courses and made his courses better overall for students.
Time Savings for the Client: Delegating social media, finance management, student support, and email handling to the client’s internal team saved the client loads of time focusing on content and strategy.
43%
Social Media Engagement Increased
100%
Improved Onboarding Experience
2000+
Hours Saved
$15,000+
Operational Cost Saved
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