Anyone who sells online courses knows: after the sale, questions about access, payment, and content arrive. Via WhatsApp, support is fast for the student and organized for the support team.
In this article
Separate the types of questions
Access, payment, and content. Each type has a specific answer and responsible person.
Quick responses
Login, email change, second copy, and certificate. Prepare answers in advance and personalize with the student's name.
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Support hours
Specify when support is available. Outside these hours, an automatic message with useful links.
Team
With more than one person, use the same number for all and tags for each type of question.
Content questions
Forward to the members area or live class. This way, the answer helps other students as well.
Inactive student
Anyone who hasn’t accessed the course in two weeks receives an encouragement message.
Measure
Response time, most frequent questions, and refund requests. The numbers show what to improve in the course.
Common mistakes
Support via the producer’s personal phone, different answers to the same question, and students left without a response on weekends.
Frequently asked questions
Does student support need to operate 24 hours?
No. The important thing is to make the hours clear and have an automatic reply outside them, with links to the most common questions. Students accept waiting when they know when they will be attended.
The bottleneck is almost never the team. It’s the time until the first response.
VeyloCRM responds to leads instantly with your own language, organizes each conversation in the CRM, and keeps messages ready for the team — on WhatsApp, Instagram, and Messenger.