Customer Experience

Support that keeps learning moving.

Omnichannel Customer Experience at Scale

Learning does not pause. Neither should your support.

LearningMate delivers always-on, education-aware customer experience across learners, faculty, staff, and partners. From LMS access to enrollment to peak-period readiness, we ensure every interaction supports continuity, engagement, and success.

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Proven Results at Scale

Built for high-volume, high-stakes education support.

  • 6,000+ certified ITSM/ITIL and LMS support specialists
  • 24/7/365 learner, faculty, and staff support
  • 6M+ learners supported globally
  • 15%–20% faster handling times
  • 100% of interactions monitored for quality
  • 1,000+ FTEs scaling to 1,600+ during peak periods
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EdTech CX Capabilities

Learner & Faculty Support

Fast, reliable help across every channel.

  • Chat, email, phone, web, CRM, and self-service
  • LMS navigation, assessments, gradebook, SSO/MFA
  • Technical issue resolution and live-class support

Enrollment, Access & Lifecycle Support

From first interaction to completion.

  • Admissions queries and onboarding
  • Registration, rostering, and course access
  • Exams, certifications, and trial setup

Back-Office & Operational Support

Keeping systems and processes running smoothly.
Fast, reliable help across every channel.

  • Order entry, billing, collections
  • Licensing, documentation, scheduling
  • CRM updates and data management

Retention & Engagement

Proactive support that improves outcomes.

  • NPS and feedback programs
  • Renewal and re-enrollment support
  • Inactive learner outreach and reminders

Partner & Institutional Support

Support beyond the learner.

  • Bulk enrollment and onboarding
  • Account management and reporting
  • Multi-stakeholder coordination

Contact Center, Knowledge Operations & Process Support

Phone, chat, email, social, web, CRM, and ticketing support with trained teams.

  • Omnichannel contact center delivery
  • QA monitoring and SLA governance
  • Knowledge base optimization and escalation management

Built for Academic Peaks

Term starts. Exams. Enrollment windows. Platform rollouts. Roster changes. Access issues.

Our delivery model is designed for high-pressure academic cycles:

  • Surge hiring in 4–6 weeks
  • Peak-volume playbooks and SLA protection
  • Real-time dashboards and QA monitoring
  • Structured escalation and incident response

AI That Strengthens Every Interaction

Practical AI for faster responses, stronger quality checks, better self-service, and clearer insight.

Our delivery model is designed for high-pressure academic cycles:

  • Email Assist & DocChat: 23%–25% person-hours saved per month
  • Chat Assist: 20%–22% person-hours saved per month
  • Voice Bot: 30%–32% person-hours saved per month
  • Structured escalation and incident response

Client Stories

Customer Support, Licensing & Order Entry

Challenge: Managing high-volume customer support, licensing, and order-entry operations while maintaining accuracy and service consistency across multiple channels.

Straive Solution: Delivered multichannel customer support, digital licensing, and order-entry services through streamlined workflows, trained support teams, and quality-led delivery operations.

Impact: Achieved 97%+ quality scores, 4.5/5.0 CSAT ratings, and 98%+ accuracy in digital licensing and order-entry processes.

CX Support Across Education Markets

Challenge: Scaling customer experience operations across global education markets while reducing operational costs and improving service availability.

Straive Solution: Transitioned approximately 150 roles offshore, standardized CRM processes, and established round-the-clock customer support coverage.

Impact: Delivered nearly 60% annual cost savings, reduced infrastructure costs by 25%, and enabled seamless 24x7 support operations.

Customer Service Delivery Pillar

Challenge: Unifying fragmented customer support, IT services, and operational functions into a centralized and scalable delivery model.

Straive Solution: Established an offshore Global Capability Center that integrated BPO/KPO support, IT services, and entry-level engineering operations into a single delivery ecosystem.

Impact: Created a centralized support framework that improved operational alignment, scalability, and service efficiency for the organization.

Multichannel Student Support

Challenge: Supporting rapid growth in student inquiries while maintaining fast response times and consistent service quality across channels.

Straive Solution: Scaled multichannel student support operations with optimized workflows, enhanced chat support management, and continuous quality improvement programs.

Impact: Increased support capacity by 150% within six months, reduced chat queue times to under two minutes, and improved quality scores from 3.0 to 4.0/5.0.

EdTech Support and Integrations

Challenge: Managing application operations, integrations, and remediation activities across a complex EdTech environment.

Straive Solution: Provided operational support, automated remediation workflows, and managed integration tasks to improve system reliability and issue resolution efficiency.

Impact: Successfully resolved 571 support tickets and completed 172 ClassLink CDI integration tasks, improving operational continuity and support responsiveness.

We can transform your organization with education-focused data and AI solutions.

Learn how we go beyond building EdTech solutions—we build lasting, reliable relationships. We don’t just improve efficiency, we enhance your ability to innovate. And with our deep bench of in-house talent, you'll have a team behind you who truly understands the education sector and its current challenges.

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