How Monarch Institute Achieved 11K+ Chat Qualified Leads in One Year
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We utilize a full range of playbooks depending on who you are, where you’re coming from, and what’s the best conversation based on our experience for you to be having at that first initial point.
A DIFFERENTIATED CUSTOMER EXPERIENCE
Customer experience was always a top priority for Monarch. With Drift, the team can target prospective students with the right message for who they are and where they’re coming from.
“Our tutors have a significant impact on our prospective student experience,” Nick shared. “It certainly was the main reason for us going with Drift in the first place. We wanted a sophisticated system that allowed us to replicate the experience of being a student to someone who’s not quite a student yet or is considering their options.”
As Nick explained, “There is nothing worse than someone saying you could be eligible for funding, and then you start having that conversation and say, ‘Oh, sorry, I didn’t realize that you’re based in New South Wales. We don’t have funding there, but our courses are still reasonably priced.’ That’s not a conversation we want to have. We want to say, ‘If you’re based in this state, these are the options that you may have.’”
With Drift integrated directly into both Salesforce and Pardot, Monarch can create differentiated and data-informed journeys for their prospective students. “The ability for our course consultants, who are probably having three or four conversations at a time, to transfer information back into [Salesforce] so that we can capture that and trigger a range of workflows or engagements beyond there is really important.”
ENGAGEMENT UNINHIBITED BY OPERATING HOURS
Monarch’s elevated customer experience extends outside of the traditional nine-to-five. “At any point in time outside of our business hours, Drift is there,” Nick explained. “And it’s our virtual sales agent that lets you know which potential students are exploring our brand and engaging. We use Drift for all of our sales agents who are part of the conversation. We use it just like other channels, like phone, SMS, or email.”
key insights inside every conversation
Beyond providing a differentiated customer experience any time of day, Drift helps Monarch home in on key trends or areas of ambiguity for students. “Drift serves a really important purpose for developing insights,” Nick said. ‘It gives us a really tactile understanding of the actual conversations that are happening between our prospective students and our course consultants. It allows us to easily identify trends in what people are asking.”
And compared to traditional platforms that only share hotspots and lead sources, with Drift insights, Monarch can tweak their playbooks and marketing strategy with more specificity, meaning their conversations are only getting better over time.
Monarch’s insights, targeting, and always-on methodology have gone a long way in creating some powerful results for the team. “Drift has had a significant impact and I think it’ll continue to have a larger impact as more of our conversations go from traditional telephone-based conversations to an omnichannel approach whereby there might be multiple engagements at various points that students choose,” Nick shared.
In the last year alone, Monarch has seen some spectacular results using Drift:
Monarch only sees Drift growing with their business as they expand chat more broadly across their brands, offer new products, and continue to make strategic acquisitions.