Ready when you are
Book a free 30-minute consultation — no pressure, just answers.
Book a consultation → Industries · EdTech
Learner support that scales with enrolment
Who this is for: online learning platforms and LMS providers, tutoring and skills marketplaces, exam prep and self paced learning apps, coding schools and bootcamps, upskilling platforms, and edtech SaaS selling into schools and institutions across African and Africa facing markets. Positioning note: Airsense does not sell seats. We recruit, train, legally employ, and stay accountable for the outcomes of the teams that support your learners, tutors, parents, and institutional buyers. You own the learning promise. We own delivering the support that keeps learners in the course.
70%
Reactivation rate on lapsed learners
85%
CSAT target
<5m
First response time
Industry challenges
What makes EdTech operations hard
In edtech, support is not a cost centre. It is a retention lever. A learner who cannot log in, cannot find the next lesson, or feels unseen in a cohort quietly drops off. These are the pressures we are built to absorb.
Activation friction
The gap between signup and first completed lesson is where most learners are lost. Password resets, access confusion, and payment questions stall people before they ever experience the product.
Technical support surges
Login failures, video playback issues, device and browser problems, and access errors generate high, repetitive volume that overwhelms small teams.
Completion and drop off
Learners go quiet mid course. Without proactive support and community, engagement decays and completion rates suffer.
Seasonal spikes
Enrolment windows, exam season, and back to school periods create sharp, predictable surges that a fixed in house team cannot flex to cover.
Content operations debt
Course catalogs, listings, metadata, and curriculum records fall out of date, making discovery and navigation worse.
Engagement and retention
Keeping learners active takes proactive nudging, not just reactive help.
Typical workflows
The work we take on for EdTech teams
We handle login, access, video playback, navigation, payment, and course questions across email, chat, phone, WhatsApp, in app, and social. Repetitive questions are deflected to a chatbot with a live agent standing behind it.
We guide new learners from signup to first completed lesson, clearing the friction that causes early drop off, and chasing incomplete steps so accounts activate.
We walk marketplace supply side through verification, profile setup, document upload, and platform training so instructors go live instead of stalling.
Every issue becomes a tracked ticket, managed against SLA, tagged by type, resolved at first contact where possible, and escalated with clean context when it needs engineering.
We run the WhatsApp, Slack, Discord, or forum spaces where cohorts gather, keep them active, moderate for safety, and surface recurring blockers to your product team.
We reach out to learners who have gone quiet mid course, nudging them back before they lapse.
We qualify inbound school and enterprise enquiries, book demos and discovery calls, and keep account records current so your commercial team walks in prepared.
We keep listings, metadata, and catalog records clean and current so learners can find and start courses.
Recommended services
What we would run for an EdTech team
We tailor the mix to your stage and risk profile. A typical engagement draws on these.
Success metrics
What good looks like in EdTech
Agreed per engagement and tracked weekly.
85%
CSAT
<25m
Average handle time (AHT)
<45m
First contact resolution rate
↑
Reactivation rate on lapsed learners
Be ready for the next intake
A 30-minute consultation. We look at your audiences and enrolment calendar, and map support that scales with the term.