New Horizons Learning Center connects with customers and leads faster using text messaging and Birdeye Inbox

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New Horizons Computer Learning 1621542257914
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Company Snapshot

Established in 1997, New Horizons Learning Center of South Florida is the country’s leading training provider, specializing in IT, leadership and professional development. They offer cutting-edge courses and teaching strategies that provide a path to success for those in the military, government and corporations - as well as the general public - who seek to upgrade their skills for the 21st century.

  • Nov 2019

Background

Before becoming a Birdeye customer, New Horizons Learning Centers of South Florida had been using email and phone calls to communicate with their customers. The problem was that their customers preferred the convenience of text messaging. The company started looking for a system that would help them communicate with their customers via text.

Their search led them to Birdeye. With multiple teams who communicate with students and prospects, New Horizons was able to streamline communications and offer an easy texting solution to all their teams. Unlike their CRM, it allowed them to use one recognizable local phone number and keep track of their communications in one dashboard.

"I would definitely recommend Birdeye as a student communication solution. User-friendly, easy to use, puts you in front of the customer, and gives you control!"

Charlene Talbot

Executive Director

More Effective Customer Interactions

With Birdeye, New Horizons no longer has to rely on just email and phone calls. Birdeye Inbox allows their teams to text message students through the platform. All customer communications are viewable in the dashboard. 

Because Birdeye offered one place for all communications, the admissions team can now easily follow up with prospects. Student Services can send out reminders and attendance alerts; Career Services can alert students to job fairs, and Marketing can promote their webinars. Each team is able to communicate effectively via text to their appropriate audience. Employees are able to easily see communication history and are alerted to all new responses. This two-way communication keeps students engaged and prospects responsive.  

How Inbox Streamlines Lead Management and Customer Communications

Customized Templates: New Horizons has over 40 custom templates set up to save time when they need to answer questions or send information. From weather alerts to class change information, these templates allow teams to quickly interact with the customers in a personalized way. 

Customized Message Templates 1621542823956

Internal Notes: Employees can leave internal notes privately for themselves or others in the company. 

Internal Notes 1621542934524

Work As a Team: With Inbox, there is no need to dedicate an entire resource. New Horizons has conversations routed to the correct team. The Birdeye inbox allows the team to easily assign the conversation to another employee or team, ensuring the right answer every time.

Stay Connected On-the-Go: With instant alerts on your phone and customized notifications via email or desktop, employees don’t need to sit around waiting on customer messages. Using Birdeye Inbox, you can get push notifications and alerts that help you respond to your customer questions anytime, from anywhere.

Unlimited ways to communicate with costumes and prospects: The inbox allows the team complete flexibility to send reminders, promotions, appointments and more. With text having a 90% open rate, SMS messages are read and often receive a response, instantly improving customer engagement! 

The Impact Of Birdeye Inbox

Using Birdeye Inbox has positively impacted New Horizon’s business. With increased efficiency, faster responses, better collaboration and boosted productivity, Birdeye Inbox reporting helps New Horizons Learning Center visualize this positive impact and the improvements it has driven. New Horizons is now able to engage with customers faster, with an average response time of 10 minutes. Their customers and prospects are more engaged than ever using text, resulting in more than 8,000 incoming messages! Teams have also been able to connect with more leads, averaging 500 a month, faster than ever before. In addition the Inbox resulted in the company being able to focus on personalized and reciprocal contact rather than just email outreach, which often went unread.

Birdeye Inbox Impact 1621543215552

Birdeye: The Obvious Choice

Winning over 400 awards for 10 quarters in a row, Birdeye is the most-awarded and highest-rated customer experience software for businesses of all sizes.

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