Career Karma Sees a 2X Lift in Conversions and 25% lift in Engagement Rate
Regal.io, now Career Karma's SMS partner, dramatically increased and improved outbound phone engagement.
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IN NUMBERS
Career Karma was able to automate calling, prioritize the right leads and take advantage of real time data and personalized journeys to deliver much better customer experiences.
2X
Lift in Conversion
25%
Lift in Engagement Rate
10X
Increase in Conversations
Jacques Rojahn
Head of Sales, Career Karma
"With Regal.io's journey builder and intelligent routing capabilities, we are able to streamline our outbound sales process. We are able to assign a prospective student to our coaching team to create a more consistent and impactful experience for our community."
Career Karma: Personalized matching
Career Karma's website and affiliate partners provide a wealth of information about career switching and the benefit of bootcamps, coaching and community in making the right move.
Not every visitor is a prospective student (or lead) as many people search for career switching advice before they are ready to act.
Career Karma relies on inbound leads, (i.e. people who request more information to "get matched) before they engage with outbound phone and SMS sales.
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Manual Workflow and Missed Connections
Despite this smart setup, Career Karma wasn't satisfied with their low connection rates and drop-off during their contact process. The company engaged with Regal.io to help improve answer rates, and increase conversions to drive more impact throughout the business.
The Regal.io team identified several opportunities for improvement:
Manual calling: For every inbound prospective student, the outbound phone sales team used a manual process that was both time consuming and inefficient. The team called leads up to eight times before dropping them from the list, taking up a lot of time.
Lack of lead prioritization: New prospective students were added to the bottom of the list, creating a lag between their online action and the conversation, which reduced answer rates and lowered conversions.
Missing insights: Without real time lead insights, the enrollment team was often working with outdated information and would miss important windows when prospective students were recently engaged. What's more, the teams had no way to prioritize leads.
Choppy customer experience: People tended to be happier with the sales process if they worked with one Community Producer, but the company did not have a good way to create that experience automatically.
A Better Customer Experience and Higher Revenue
Automated calling and smarter rules - Regal.io worked with the Career Karma admin manager to automate processes for the outbound team. Originally, the team was manually calling people 7 to 8 times. Regal.io delivered analytics that showed a major decrease in answer rates after 5 calls, allowing the Career Karma team to start saving time and increasing overall answer rates and team efficiency. Career Karma was now also able to assign each lead to a specific Community Producer for an entire journey to create a more consistent personalized experience.
Faster "speed to lead" - Regal.io was also able to set priorities for Career Karma. The first call to a fresh lead will always be called before the 5th call to a lead. This is called "speed to lead."
Real-time customer action - Career Karma was excited to try real time decisioning so that they could have the most accurate insight about each lead and act on that lead using a specific personalized journey that can be tested and improved. As soon as a lead enters the Regal.io system, it gets matched with a journey and is ready to be called immediately.
Easy-to-configure journeys - Regal.io provides a flexible journey builder and enables the team to set priorities and routing rules. Using the transparent data feedback within the platform, Career Karma can test and improve over time.
What's more, Regal.io continues to help Career Karma improve efficiency. The company recently restructured their outbound enrollment team and needed help streamlining their approach. Regal.io set up new journeys to prioritize leads that tended to lead to higher conversion, increasing efficiency per agent.
Higher Results Across The Board
• 2x Lift in Conversions
• 25% Lift in Engagement Rate
• 10x Increase in Conversations
• 70% Task Completion Rate
• 2x Increase in Total Subscribers
Regal.io has been so effective at increasing outbound phone sales that Career Karma added Regal as their SMS partner, getting omnichannel journey configuration and insight.
Regal.io also provides a much more personalized approach to Career Karma's old SMS solution, allowing individual agents to reach out with a text that has been tested to increase response rates.
ABOUT THE CUSTOMER
Career Karma is the #1 destination for career advice. The company has helped over 1 million workers find job training programs online and navigate their careers through ongoing advice and coaching. Career Karma helps match workers to their directory of 9,000 bootcamps and trade schools, helping career switchers discover training programs by comparing courses and reading student reviews.
By offering free coaching and peer mentorship, Career Karma has grown to over 150,000 members from every background and profession. As a community, the company does more than sell a product. They need to connect with people who are looking to switch careers, and help them through a process that could take weeks, months, or more, with training, coaching and access to peer support.
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