Alaa at a glance
Alaa is a nonprofit, knowledge-based organization and one of the country's largest free education platforms. It officially began operating in 2013 with the goal of expanding equitable access to education. With more than 7,000 hours of educational content, it serves a community of 12 million active users.
A significant share of Alaa's audience consists of teenagers and students across different grade levels—a group that needs fast, live, and dependable communication. Because engagement with this age group requires particular care, Alaa needed a stable, secure, and effortless way to communicate effectively. Traditional ticketing, phone support, and other conventional channels could not provide that experience.
Alaa has used Raychat to support its users for three years. This is the story of how it solved the challenge of creating safe, convenient communication with its audience.
Faster response times
With only two agents, Alaa's support team reduced its average response time by 80%, giving users a much faster experience.
The challenge
Before adopting Raychat, Alaa relied on traditional methods and a ticketing system to answer users. That approach was not effective for its teenage and student audience. Conversations became fragmented, replies arrived late, and many interactions never reached a resolution. As a result, valuable opportunities for meaningful engagement were lost.
Communicating with teenage users requires special care. Traditional systems and ticketing could not give them a live, convenient experience, and that meant we were losing part of our connection with them.
Why Raychat?
The Alaa team first noticed Raychat's chat widget on other websites, where they knew it as the “speaking cloud.” From the outset, Raychat felt completely aligned with their needs, so they selected it without needing to evaluate competing solutions.
“Raychat was our first choice and remains our choice today. At no point in this journey did we feel the need to evaluate similar products.”
Easy implementation, backed by our support team
Raychat was deployed without technical complexity, allowing the Alaa team to complete the entire setup process with ease. Whenever coordination or support was needed, the Raychat team was there to resolve issues quickly.
More than a support tool
Although Alaa is present across several communication channels, Raychat handles the largest share of user interactions. This shows that its users have chosen online chat as their primary way to connect.
For the Alaa team, Raychat is not merely a support tool: “We receive our users' needs, concerns, challenges, and feedback through it. For us, Raychat has become something far beyond online support.”
Alaa's outlook
Given the characteristics of its teenage audience, Alaa continues to regard human communication as the most important principle in the customer experience and does not currently prioritize the use of artificial intelligence.
Next, the organization plans to upgrade to Raychat Premium Plus and use advanced analytics and lead-identification capabilities to turn visitors into prospective customers.