Business Scenario
An online learning platform runs performance-marketing campaigns across Instagram and Facebook that drive high volumes of chat enquiries about course content and pricing, but with a lean support team and enquiries arriving around the clock across time zones, response delays let interested learners drift to a competing platform's free trial instead.
How Chronex360 Helps
- Capture inbound WhatsApp, Instagram and Facebook conversations as a learner/lead record so free-trial questions and later purchase questions from the same visitor stay connected.
- Use Lead Sources and tags to separate course-interest leads, free-trial sign-ups, corporate-bulk-enrolment enquiries and permitted follow-up communications for comparison across campaigns.
- Assign enquiries to available support staff manually, or use round-robin so 24-hour enquiry volume is distributed evenly.
- Use WhatsApp Chatflows with quick replies for course-category selection and catalogue blocks listing course bundles and pricing, so a learner can browse and start checkout without waiting for a human reply; Instagram and Facebook remain visible for agents when a personal reply is needed.
- Create tasks and schedules for trial-expiry follow-ups and abandoned-enquiry reminders, so a free trial that's about to lapse triggers a nudge.
- Maintain one timeline of calls, SMS, email and social messages per learner so support agents see prior course interest instantly.
How This Can Support Revenue Growth & Better Management
Support staff can log course interest and trial status, respond quickly around the clock, and keep trial-expiry follow-ups from being missed as volume scales with each campaign.
Growth teams can separate new leads from active trial users, compare agent response speed, and identify high-intent leads who went quiet before converting to a paid plan.
A performance-ad click becomes a tracked lead with a source, an owner, a status and a follow-up trail — essential for attributing paid course sales back to the specific campaign that produced them; course bundles and subscription tiers can be sold directly through the catalogue with Razorpay/Stripe checkout.
- A visitor clicks a performance ad on Instagram or Facebook and messages the platform, or starts a WhatsApp conversation to ask about a course.
- Chronex360 logs the lead with its campaign source and routes it to the support queue.
- The lead is assigned, and a Chatflow presents course bundles via catalogue blocks for browsing.
- An agent reviews the conversation, answers questions via template, and follows up before the free trial expires.
- The lead moves through statuses such as New → Contacted → Qualified → Follow-up → Converted as the learner purchases a course.
- Growth teams review campaign-level conversion, response time and revenue by source.
Implementation boundary: Learner assessment data, minors' sensitive information and formal research datasets require dedicated systems and stricter governance; use this CRM for permitted marketing and sales outreach only.
KPIs to Track in Chronex360
- Course enquiries by campaign/source
- Response time
- Free-trial sign-ups
- Follow-up adherence
- Trial-to-purchase conversion
- Revenue by course and source