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| OUTSOURCING -- STUDENT SUPPORT |
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As more and more universities and distance education providers are looking to delivery systems consisting of online courses and hybrid courses, the need to provide adequate student and faculty support for these systems increases.
These models imply an “anytime, anywhere” delivery and an expectation that there will be someone to call or help when needed. Setting up a online or phone based support system can be expensive and beyond the technological reach of many small educational providers. But outsourcing that support with a pricing model that allows for passing the costs to the student can open the possibility for extending this service to smaller institutions. We Provide 24X7 following web support :
Provide Real-Time Live Chat
Instant student service with live chat. |
| Conduct real-time chat conversations with visitors to your site. |
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Create Knowledge Base For Users and Staff.
Streamline student support with searchable knowledge base. |
| Easily create a knowledge base for your students and staff, which can be customized with internal-only as well as password-protected articles. |
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Your Users Can Send Emails With Questions.
Create tickets from emails. |
| Set up a designated support email, which automatically pulls in the sender's email address and creates a support ticket automatically. |
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Support Your Users via Web Ticket.
Instant support notifications. |
| Your student can fill out a web based ticket and get reply within same business day. |
Why do you need 24 x 7 support?
You are probably involved in moving your institution forward by providing Course Management Systems, online registration or other services to your students. These systems come with an expectation of anytime/anywhere availability. This availability also implies support when they have a question or a problem.
You cannot also just expect these students to know how to use your systems or services. Just because the traditional age students has grown up with technology does not mean they know your college’s fee structure or payment options. The online service can also lead to a belief that ANYTHING can be added to the anytime/anywhere equation. You need to communicate and be firm on rules such as add/drop deadlines, payment deadlines and ramifications. Who do they see when they have questions or the litany of excuses?
It is important to remember that the vast majority of calls to a support line deal with simply accessing the online service. Statistics range from 60% to 85% of all calls being a password or log-in id related issue. Our experience has been about 75% of calls are system access related. For this reason it is important to consider your process and procedures for resetting the passwords.
Support of on-line services for an institution comes with an expectation of 24 x 7 availability. Users need on-line and live access to people who can help with their issues. The costs of this support can be prohibitive to institutions. Outsourcing this support can provide a pricing model that can be affordable and passed along to the students. |
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