About Vietop
Vietop, founded in 2013, is a leading English education organization in Ho Chi Minh City. As an official partner of major academic institutions like the British Council and IDP, Vietop specializes in IELTS training. Its flexible, high-quality programs are designed to meet the diverse needs of students.
With the motto "Learn to use," Vietop focuses on delivering a comprehensive learning experience. The team understands that learning is not just about acquiring knowledge but applying it in real life. Vietop is committed to creating a supportive, high-quality learning environment with a strong emphasis on practical application.
Turning Challenges into Opportunities
In recent years, the education sector has undergone a dramatic transformation, especially after the COVID-19 pandemic. The student experience is now defined by much more than tuition fees and curriculum. It also involves the learning environment, support systems, and extra-curricular activities, creating a multi-dimensional picture of the overall educational journey.
As an education organization focused on holistic student experiences and digital transformation, Vietop recognized the need for a unified technology solution to manage and improve the student journey across all four locations. Filum.ai has become Vietop’s trusted partner in this transformation.
Filum.ai Solution
Comprehensive Listening Across Every Student Touchpoint
In October 2023, Filum.ai was piloted at Vietop’s Le Hong Phong center. Vietop set up a feedback system at four key touchpoints:
- After phone consultation: Surveys helped evaluate and improve every advisory call, identifying areas for service optimization.
- After placement testing and counseling: Automated surveys gathered feedback following each entrance assessment and consultation to gauge satisfaction and performance.
- Monthly during the course: Regular surveys assessed learning progress and collected detailed feedback for further personalization and process improvement.
- After course completion: Vietop carefully captures feedback after students finish their courses, ensuring that every opinion is considered to enhance overall quality and satisfaction.
These touchpoints allow Vietop to effectively manage information and create a comprehensive, step-by-step listening process throughout every stage of the student journey.
Survey Delivery via Familiar Channels – Zalo
All four touchpoints are measured using the CSAT (customer satisfaction) score, with surveys sent through two main channels: Zalo ZNS and QR codes/links. As a widely used communication platform in Vietnam, Zalo is ideal for reaching students and sharing important academic information. Students can also access surveys via QR codes posted at key touchpoints in each center.
Additionally, Filum deployed passive listening by integrating with Google Reviews at all Vietop branches to collect online feedback. Both active and passive channels are combined into detailed reports, automatically categorized by branch for accurate and professional experience assessment.
Flexible Ticket Management for Faster Service
Drawing on analysis from Filum.ai’s expert team, Vietop reviewed all feedback to identify strengths and areas for improvement. This insight helped Vietop design internal processes to address issues and further optimize the student experience across all four locations.
Positive Results
After one month of piloting at Le Hong Phong, the Filum team analyzed the data and recommended adjustments to the feedback process at Vietop. Encouraged by the positive results, Vietop extended the solution to its other branches, including Phu Nhuan, Tan Binh, and Go Vap.
