Higher education institutions that incorporate student success initiatives into their IT strategies see improvements to public profile, student outcome, and academic success.
What does this mean for IT services in higher education?
It means that IT should be an important factor in any school’s student success strategies. Digital omnichannel engagement platforms like Comm100 can help by connecting students with the services they need.
As an IT professional in higher education, you support a wide variety of devices and platforms. Comm100’s digital omnichannel platform allows you to easily support every digital channel so that you can provide faster and better responses to students and faculty.
IT services in higher education need to be flexible thanks to the many personal devices and platforms that students and faculty bring to the table. With an omnichannel approach, IT teams can support clients however they choose to connect.
Determining priorities is key in any IT support environment. Comm100 Ticketing allows IT professionals to easily track tickets and manage conversations that need follow-up.
Solutions to IT problems are often well-documented but driving users to the answer can be a challenge. By integrating a chatbot with your knowledge base, students and faculty can easily get answers using natural language in a familiar chat window.
Even a minor change in IT policy or software can lead to an influx of repetitive questions for IT help desks. With an easy-to-train bot, you can deflect the most common questions to keep agents free for high value work.
“The help and guidance from Comm100 during the development of our chatbot has been fantastic!”
— Derek Gaucher, Coordinator of IT Solutions, Dawson College
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Transforming student engagement needs all hands on deck. Take a look at the roles below to see how Comm100 can bring digital transformation to the customer experience across higher education.
Admissions officers need to be responsive to many stakeholders. Digital omnichannel makes engaging with staff and faculty easier and more efficient.
Registrars handle some of the most sensitive enquiries in higher education. They need secure technology that provides a seamless support experience.
Students services support a wide cross-section of student life. When students reach out through digital channels, they need to reach the right person the first time.
As more services move online, financial aid needs to keep up. With digital engagement, financial aid can connect with students anywhere to provide much needed peace of mind.
To offer the best possible services, student counsellors should expand their digital reach. Students want to connect on their terms, and digital CX in higher education creates more opportunities to listen.
Continuing education is designed for busy professionals, meaning that digital support needs to be flexible and responsive.