See how the university reduced the number of received phone calls by 50% and decreased the costs of returned calls.
decrease in the number of phone calls
The American Business and Technology University (ABTU), an online university from the USA, struggled with chaos in communication with students. The students’ administrators were getting lost in emails, tickets, and Yahoo chats. The university started using LiveChat as a centralized chat and ticketing system to free itself from the clutter. Lute Atieh, Chief Operating Officer at the American Business and Technology University, said:
In the dark ages, before LiveChat, I had no idea what tickets, Yahoo chats, and emails were coming and going. Most importantly, I didn’t know what was being said and how long it took to get back to students.Lute Atieh, American Business and Technology University
ABTU was looking for an easy-to-use chat system that everybody in their organization could use with ease. At the same time, they needed an advanced tool with a ticketing system, history tracking, visitor details, good managing options, and analytics. The system was aimed to help them administer all incoming and outgoing communication with students.
Atieh tried a few chat solutions and picked LiveChat because he found it intuitive and simple to set up. He could also manage and administer it without training.
LiveChat is available on every page of the university website, and a big yellow “Chat With Us” sign lets visitors know that they can start chatting right away. LiveChat is available within learning platforms for current students, and they ask for support during their online classes. In every email they send, the university also reminds all students that they can chat with the support team day and night.
Students who don’t like live chatting can submit help desk tickets. They fill out a detailed form on a dedicated page. The support team receives it as a new ticket in the LiveChat app and deals with a case in an appropriate manner.
The university’s support team works around the clock, so no matter when a visitor or student needs help, there’s always someone waiting to offer assistance on the other side. Usually, there are six to eight agents logged in during business hours, and one agent logged in overnight. When agents are away from their desks and still at work, they use the mobile app to stay connected with students.
Atieh and the support team keep track of customer service performance with the LiveChat dashboard. The dashboard provides key information about metrics related to support activities in real time and from the last seven days. Atieh added that the dashboard is brilliant, and they have it displayed all over their building on TVs. This tells them exactly what is going on at all times.
Atieh also recalls using chat history to improve the quality of customer service:
I had a student complain once that he didn’t get the customer support he expected. I looked through the chat history and found the chats in question. Then, I was able to train our staff to deliver a better service via LiveChat. It was a great opportunity for us to update our templates too.Lute Atieh, American Business and Technology University
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Visitors and students have praised the live chat option since the American Business and Technology University installed LiveChat on its website. Students started reaching out for help via chat instead of making a phone call. It resulted in a 50% decrease in the number of received phone calls and reduced the costs of returned calls.
Atieh is very happy with LiveChat and how it helps his organization keep communication clean and tidy. He added:
It keeps me in the know about the most common customer issues by looking at tickets and chats. It also allows me to see how active the staff is with responding to chats and tickets and how friendly they are in their chats.Lute Atieh, American Business and Technology University
As the business of online training grows, the American Business and Technology University is ready to offer help to their current and future students via LiveChat and keep them all well-informed and serviced.
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