HomeEducation

Education

Education Case Study 2

24/7 Student Support for a North American Online University

  • Background

    A North American online university offering degree programs to students worldwide was struggling to manage a growing volume of student inquiries. With students in different time zones, the university required 24/7 support to handle technical issues, admissions questions, and general inquiries. The university’s internal support team was overwhelmed, leading to delays in response times and student dissatisfaction.

  • Objective

    To provide 24/7 customer and technical support for students enrolled in the online university, ensuring timely responses to inquiries, improving student satisfaction, and reducing the workload on the internal support team.

  • Solution

    Corpshore Solutions deployed a dedicated 24/7 support team to manage all student inquiries, including admissions, technical issues, course registration, and academic counseling. The team provided multilingual support and was trained to handle a wide range of student issues, from troubleshooting the university’s online learning platform to assisting with course selections.

Key Features

  • 24/7 multilingual student support via phone, email, and live chat
  • Technical support for the university’s learning management system (LMS)
  • Personalized academic counseling and course registration assistance
  • Real-time tracking of student inquiries through integrated CRM

KPIs & Metrics:

  • Response Time: Reduced average response time for student inquiries from 12 hours to 2 hours
  • Student Satisfaction: Increased student satisfaction with support services by 25%
  • Ticket Resolution: Resolved 90% of student inquiries within the first contact
  • Support Team Workload: Reduced internal support team workload by 40%

Outcome

The online university saw significant improvements in student satisfaction, with a 25% increase in positive feedback regarding support services. The implementation of 24/7 support allowed the university to manage the growing volume of inquiries without overwhelming its internal team. Student inquiries were resolved faster, with 90% of issues handled during the first contact, contributing to improved retention rates.

Get a free quote now!

Save up to 75% on operations & payroll costs today. Leverage Corpshore’s world-class in-house & remote staff, and accelerate growth and tangible results via outsourcing.

What to expect with a free quote request? 

  • Response within a few minutes to a maximum of 6 hours
  • Cost efficient pricing option(s) with an immediate call to action
  • Optional invitation to proceed with a 5 minute to 1-hour thorough discovery call based on your business needs
  • Fully outlined action plan with results guaranteed!

Get A Free Quote Now

Talk to our outsourcing experts for free

Engage with our outsourcing specialists now. Book a call today Let’s discuss the following – and more:
  • Why you should outsource with Corpshore
  • Reasons why you should outsource to Corpshore’s nearshore, onshore & offshore destinations.
  • Why outsourcing is best for your business
  • Value and price: The critical difference
  • Building efficient and proactive nearshore, onshore, offshore & remote teams
  • Leveraging outsourcing with Corpshore to boost your competitive advantage and increase your market share

Get a free quote now!

Save up to 75% on operations & payroll costs today. Leverage Corpshore’s world-class in-house & remote staff, and accelerate growth and tangible results via outsourcing.

What to expect with a free quote request? 

  • Response within a few minutes to a maximum of 6 hours
  • Cost efficient pricing option(s) with an immediate call to action
  • Optional invitation to proceed with a 5 minute to 1-hour thorough discovery call based on your business needs
  • Fully outlined action plan with results guaranteed!