Case study · Mindvalley
From 7 days to 30 minutes: automated journeys and smart escalation for a global learning platform
- Brief
Mindvalley supports more than 20 million students worldwide across hundreds of courses, global events, apps and coaching programmes. With email-only support and a fragmented team of 30+ agents, response times had grown to over 7 days and thousands of conversations were stuck in a backlog. The brand needed customer care that felt as supportive as its programmes.
- My role
Designed the end-to-end conversational experience for Mindvalley’s move from email-only support to digital messaging, including the intent model, bot flows and human escalation logic, as part of LivePerson’s LP 360 programme.
- Process
Discovery with the Mindvalley support team → mapping customer needs across courses, events, apps, coaches and students → intent design → bot flows for web messaging and WhatsApp → human escalation logic and handoff to LP 360 agents → testing and optimisation
The automated flows resolve routine questions instantly, any time of day. The escalation logic sends complex or sensitive conversations to the right agent with full context, so students never have to repeat themselves.
- Programme results
- Response time from 7 days to 30 minutes
- 91% CSAT
- 26% reduction in handling time
- 120K conversations a year, with 24/7 support for a global audience