Four Reasons Why Your College Needs Live Chat
In the fast-paced age we are living in right now, customers’ expectations from a help desk have reached a new high. They want immediate help. If you can’t resolve their issues instantly, the least you can do is listen to them, let them know that their problems matter, and pacify them that you are making sure their issues get resolved at the earliest. Providing support via mail and phone call anyway has become the default standard for customer services. To perform better, there is one more tool you can use. What’s quicker than a phone call, you ask? Well, live chat.
Listed below are four ways in which you and your customers can benefit from live chat.
Provide 24/7 Customer Service
We don’t need to reiterate how important customer satisfaction is for your business. One unhappy customer can cost you many. To avoid such a scenario, your customers should be satisfied with the services on the table. Live chat gives you access to be available round-the-clock. As soon as your customer asks a question, your agent reaches out to them with an answer. Specially, if you are an educational institution aiming to increase your institution’s enrollment rates, reaching out to your potential students instantly becomes very critical. Instant support ups the chances of a prospective student becoming an enrolled one.
Cut Down Help Desk Costs
Well, phone calls might be a sure-fire way of being heard but they aren’t free. They come with a cost to your business or your customers. Whenever an end-user calls your help desk, is put on hold for some duration, it has a certain expense, either for the customer or you, if you are using a help desk provider services. So, if the issues your end-user faces are resolved on the chat itself, unnecessary expenses over phone calls can be cut down. It’s a win-win for you as well as your end-users.
Increase Your Sales
Research shows that customers who use live chat are three times more likely to buy a product or a service than the ones who use other channels of communication to reach out to a vendor. If the customers have instant access to support, the chances of lead conversion increase. As a higher education institution, if you are there for the prospective students weighing different options to choose from and manage to cater to their needs, you are certain to experience an increase in the enrollment rates.
Live Chat is Efficient
On live chat, it is possible for a help desk agent to handle the queries of multiple customers at the same time which is not feasible over a phone call. Live chat also makes it easy for the customers to have access to solutions as they don’t have to wait over the phone in queues to get their problems addressed.
Basically, live chat is cheaper. It’s a great tool to capture and convert leads. It is efficient. It is easy to set up. Above all, it’s good for your organization!
Anthony Banford is an esteemed executive with 19 years of experience in technology, consulting, and education. He begins his latest chapter as Chief Revenue Officer at BlackBeltHelp, aiming to innovate in the higher education support industry. His move follows a successful stint as Head of Revenue at StudentBridge since March 2023, where he significantly contributed to the company’s merger with Full Measure Education, enhancing its service offerings.
Todd Hollrah joins BlackBeltHelp bringing 25+ years of experience managing service delivery operations for several Fortune 500 clients around the globe. After a distinguished career as an executive in the BPO industry, Todd will provide critical insight into building an exceptional customer experience combining both live voice and automated solutions.
Inspired by a family computer that always needed fixing, Chris Uthe has submerged himself in business and technology for the last 20 years. His first company, a PC repair and networking business, was started at just 16 and successfully fueled a deep interest in solving problems as he helped business customers throughout his hometown adopt technology into their business. He would go on to successfully run a media & managed IT company before joining the Ed Tech industry with a successful 13-year tenure within an ERP/SIS company leading the Student Portal & Learning Management division. His last startup, EdSolio, helped to fuel the winds of competency-based education by providing a comprehensive view of a student’s work and achievements. Chris is now focused on creating successful learners by ensuring the highest quality help and support through the use of AI backed toolsets spending the last 3 years in the student engagement and support markets.
Quaiser Absar is the Chief Technology Officer and Director of Institutional Computing at Shenandoah University in Winchester, Virginia.
Bringing in over 2 decades of experience with him, Manish has ensured seamless operations in terms of client delivery, reporting & analytics, quality, training, and transitions with a special focus on technical integrations to help reduce costs and improve the bottom-line.
Anthony has served higher education in diverse, leadership roles for over 30 years and has helped organizations thrive through his expertise in developing, analyzing, and executing growth strategies. Prior to joining BlackBeltHelp, he served in College Administration as well as in leadership roles within Blackboard Student Services and Ellucian, Inc.
Accomplished IT Specialist and Manager with extensive experience in a higher education setting and demonstrated abilities to effectively manage both student and professional staff. Self-motivated problem solver, who is skilled in managing many issues and prioritizing their importance to find resolutions in a timely and effective manner. Possesses strong abilities to adapt to new technologies by extrapolating from existing experience. Possess first-rate communication and collaboration skills to work with diverse groups effectively.
Lila Buytendorp has been serving as the Director of User Services at Moraine Park Technical College (MPTC) since 2000. In this role she is responsible for staff & lab desktop computing and end user support. She guides and supports technology based on the curriculum needs and ensures technology is implemented to support the emerging needs of the college. She builds and supports integrated systems to improve efficiencies and uses technologies to support data-driven decision making. Lila is a member of the Capital Projects Planning and Design Committee to ensure new or remodeled facilities have appropriate technology.