Case Study: How MyCaptain Boosted Student Satisfaction with Chat Aid
About MyCaptain:
250,000 - If you're wondering about this number, it represents the number of individuals MyCaptain has helped to chart new career paths.
MyCaptain is an Indian online education platform that offers mentor-led cohort courses in high-demand fields like UI/UX design, digital marketing, business analytics, and more.
Their aim is to assist working professionals in transitioning to the careers they aspire to. MyCaptain primarily operates on live cohort courses and follows a community model. Within the community, learners can discuss among themselves and ask questions to mentors (Captains), who are industry experts in their respective fields.
Challenge:
MyCaptain has a strong focus on mentorship, with industry professionals guiding students in their chosen fields. However, they were facing significant challenges in this area.
MyCaptain's mentees are primarily working professionals learning new skills during their limited off-hours. This meant that most mentees had pressing questions late at night when mentors were unavailable. They had to wait for 10-12 hours before receiving responses. The long waiting time not only disrupted the mentees' study momentum but also affected the overall user satisfaction and Net Promoter Score (NPS) of the program.
On the flip side, mentors were bombarded with surface-level inquiries when they logged in. This left little room for dedicated attention to the nuanced questions that could truly develop mentees' critical thinking.
The challenge was clear: bridging the gap between timely assistance and the mentorship depth MyCaptain aspired to deliver.
Chat Aid Discovery:
To address these challenges, Kaustabh from MyCaptain's program team began searching for a solution.
"We wanted to provide timely assistance to mentees, even during odd hours," Kaustabh said. "The right mix of automation and human mentor intervention is crucial. And whatever we implement should integrate deeply with Slack, since that's where all the action happens."
This led them to zero in on Chat Aid, primarily for two reasons:
- Seamless integration and the functionality to find information right within Slack
- The option to find answers from the company wiki and online data
How Chat Aid Helps:
"I love how easily Chat Aid is trainable," said Kaustabh. "Chat Aid can learn on its own - we don't have to constantly feed it data or worry about updates."
It's a total game-changer considering all the dynamic information flowing in the community and documents. The automatic retraining of data ensures Chat Aid only provides relevant, accurate answers no matter how quickly their data expands or shifts.
Kaustabh also highlighted Chat Aid's ability to tap external knowledge as a huge plus. As he put it, "Even for nuanced questions beyond our internal content, Chat Aid can suggest resources or guide mentees until a mentor is available."
Chat Aid doesn't just rely on internal content. It has access to information available on the internet which enables it to engage with mentees on a wide range of topics and keeps the conversation flowing by pointing mentees in the right direction. For instance, mentees can provide a job description and Chat Aid will generate potential interview questions to practice.
"Chat Aid can answer repetitive questions using its knowledge base, saving mentors and our team time from answering the same questions over and over again," shared Kaustabh.
Results:
After implementing Chat Aid, MyCaptain saw tremendous improvements:
- Instant responses: Reduced wait times from 10-12 hours down to seconds
- Higher-quality mentorship: Mentors now dedicate more time to high-level coaching instead of repeating basic information
- Improved student satisfaction: Mentees receive immediate assistance, maintaining their learning momentum
- Increased NPS score: Overall satisfaction metrics improved dramatically
- 24/7 support: Students can get help at any time, even during late-night study sessions
In conclusion, Chat Aid has transformed how MyCaptain delivers educational support, creating a win-win situation where mentees get faster answers and mentors can focus on providing deeper, more valuable guidance.