CSAT score
increase in customer engagement
unique customers served
Managing communication at scale is one of the biggest challenges for any growing online learning platform. 10 Minute School faced this challenge with millions of students and parents reaching out with questions about courses, enrollment, and support.
To address these needs, 10 Minute School implemented REVE Chat in 2021, starting with live chat to provide real-time assistance. Over time, the platform evolved into a central communication hub, integrating AI chatbots, ticketing, and multiple messaging channels, including WhatsApp, Facebook Messenger, and the website.
With REVE Chat, the platform now handles tens of thousands of requests every month, dramatically improving student engagement, support efficiency, and sales conversions.
Founded in 2015 by Ayman Sadiq, 10 Minute School has become Bangladesh’s largest online learning platform, offering academic courses, skill development programs, and exam preparation content for students of all ages.
The platform reaches millions of learners annually, creating a constant demand for instant, accurate communication. As the user base grew, the need for a scalable, centralized system to manage student inquiries and course support became critical.
As 10MS scaled, it needed a way to answer a flood of course and support queries. Students and parents were asking questions about class content, schedules, pricing, admissions, exams, and more around the clock. Some example questions are:
Handling these queries manually across different channels created several challenges:
10 Minute School needed a solution that could handle high volumes of conversations while delivering instant responses.
After implementing REVE Chat in 2021, 10 Minute School gradually expanded its usage as the platform proved effective in handling student inquiries and improving engagement. What began as a live chat solution quickly evolved into a comprehensive communication infrastructure supporting course inquiries, sales conversations, and student support.
Today, the platform enables 10 Minute School to manage conversations across multiple channels while maintaining fast response times and structured support workflows.
The first implementation focused on adding live chat to the website, allowing students and parents to instantly connect with support agents when assistance was needed.
Live chat became especially valuable for 10 Minute School during high traffic enrollment periods when prospective learners needed immediate clarification before purchasing courses. Instead of waiting for email responses or navigating support forms, students could ask questions directly and receive real-time guidance.
Support agents now regularly assist users with:
By addressing these questions instantly, the support team helps students move forward with enrollment decisions more confidently.
As engagement increased, the volume of repetitive inquiries also grew, and it got to a point where getting more agents was not going to solve the problem. That was going to be more inefficient in terms of cost and such. To handle this efficiently, 10 Minute School implemented AI-powered chatbots to automate responses for frequently asked questions.
The chatbot provides instant responses for topics such as:
This ensures that students can receive assistance at any time of day while reducing the workload for human agents.
Automating routine inquiries also allows support teams to focus on more complex or high-value interactions.
Students interact with the platform through multiple communication channels such as Facebook, Web, and such, and managing those conversations separately can slow response times.
To solve this, 10 Minute School needed an omnichannel solution, and REVE Chat provided just that. For their business, the system was integrated with three key communication channels:
All conversations from these channels are unified within a single dashboard, allowing support teams to manage interactions efficiently without needing to switch between different platforms.
This omnichannel approach ensures that students receive consistent and timely support regardless of where the conversation begins.
While many questions can be resolved immediately, some inquiries require deeper investigation or follow-up.
For example:
To manage these cases effectively, 10 Minute School uses the ticketing system to convert complex conversations into structured support requests.
Tickets can be assigned to the appropriate teams, tracked throughout the resolution process, and closed once the issue has been fully resolved. This ensures that every request is handled properly and no inquiry is overlooked.
Another advantage of the platform is the ability to analyze student interactions through built-in analytics.
These insights allow the team to track:
By analyzing these patterns, the team can continuously improve its communication strategy and ensure students receive faster, more relevant responses.
In EdTech, students expect instant answers and seamless guidance. REVE Chat helps platforms like 10 Minute School deliver fast, personalized support at scale, improving engagement and enrollment outcomes.
After implementing and expanding the use of REVE Chat, 10 Minute School significantly improved how it manages student communication, support, and course inquiries. With automation, omnichannel messaging, and structured workflows, the platform can now efficiently handle high volumes of interactions while delivering a faster and more responsive experience to students and parents.
With REVE Chat in place, the platform now manages tens of thousands of questions per month, covering inquiries from course information to technical support. Since the implementation began, the platform has successfully handled millions of live chat and chatbot conversations, demonstrating the scalability of the system.
This allows the support team to maintain consistent communication with thousands of learners without being overwhelmed by inquiry volumes.
Before implementing conversational support, resolving student inquiries often involved delayed responses through traditional channels.
With real-time messaging and automated responses, students are receiving immediate assistance while browsing courses or exploring enrollment options. This faster communication improves the overall learning experience and helps ensure students get the information they need at the right moment.
The ability to instantly answer questions also plays a critical role during course enrollment periods when quick responses can influence purchasing decisions.
By integrating conversations across the website, WhatsApp, and Facebook Messenger, 10 Minute School created a unified communication environment where students can reach out through the channels they are most comfortable using.
This omnichannel strategy has resulted in a 10× increase in engagement, with significantly more students interacting with the platform to learn about courses, ask questions, and receive support.
The increase in conversations reflects not only improved accessibility but also greater trust in the platform’s ability to provide quick assistance.
Automation through AI chatbots has significantly reduced the number of repetitive questions handled by human agents.
Common inquiries about course details, enrollment processes, and payment methods are now answered automatically, allowing support teams to focus on more complex or high-value interactions.
The centralized dashboard also allows agents to manage conversations from multiple channels in one place, improving workflow efficiency and reducing operational complexity.
One of the most important outcomes of the implementation has been the impact on course discovery and enrollment.
Students often have questions before committing to a course. With instant support available, prospective learners can clarify doubts immediately, making it easier to move forward with purchasing decisions.
As a result, conversational engagement has become an important part of the student acquisition journey, helping convert inquiries into actual enrollments.
For a rapidly growing platform like 10 Minute School, delivering fast and reliable communication to millions of learners is critical. As student inquiries increased across courses, support, and enrollment, managing conversations efficiently became a major operational challenge.
By adopting REVE Chat, 10 Minute School was able to transform how it connects with students and parents. Through real-time live chat, AI-powered automation, omnichannel messaging, and structured ticketing workflows, the platform now manages tens of thousands of interactions every month while maintaining a smooth and responsive user experience.
More importantly, conversational engagement has become a key part of the student journey, helping learners quickly find information, resolve issues, and make informed decisions about their courses.
As 10 Minute School continues to expand its reach and introduce new learning programs, REVE Chat remains a trusted technology partner supporting scalable communication, stronger engagement, and better experiences for students across Bangladesh.
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