About
About upGrad
upGrad is an education and upskilling company offering online degree programmes, courses and professional programmes to students and working professionals. Leads arrive through ads and the website; counsellors then engage those leads, understand their requirements, explain the relevant courses, answer questions and work to convert them into enrolled students.
The challenge
What they set out to solve
Conversations between counsellors and learners on WhatsApp were largely a black box. It was difficult to track conversations, monitor counsellor performance or understand how leads were being handled. The team wanted better visibility and control over these interactions.
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