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The Live Chat and Chatbot Guide for Higher Education

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Chapter 2

Benefitting the bottom line

In the previous chapter we took you through the top reasons why students prefer communicating via live chat and how it benefits them. However, student preference isn’t the only reason for live chat’s popularity and why educational institutions are going digital.

Institutions are also embracing live chat for its numerous business benefits, including high efficiency, increased productivity, and enormous return-on-investment (ROI).

Compare live chat to phone, one of the most common service and support channels. Phone support can be very costly, both in terms of toll charges and labor-per-call costs. On the other hand, Forrester research has shown that live chat is at least 17% – 30% cheaper than a phone call.

This is primarily because live chat enables your agents to help several visitors at one time. With proper training, experienced live chat agents can handle three or more chats simultaneously. This live chat benefit, called chat concurrency, translates into considerable savings in personnel costs as it allows a few live chat agents to serve the same number of clients as a larger team of phone support employees.

AI chatbots improve this efficiency even more. By setting up a chatbot within your live chat window, a large portion of queries can be resolved by the chatbot without any human involvement at all. Brands typically set up chatbots to answer the simple, repetitive questions so agents can spend more time on complex or sensitive queries that students often have.

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