Education Case Study 2
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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.
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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.
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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.