Slot E6
Title Reducing Student Email Volumes While Providing Better Customer Service with Limited Staff Resources
Presenter Information

Sean Smith
Vice President, Client Services
Comtext Systems Inc

Session Description Students Have Questions and They Want Answers… Fast! The majority of University websites are getting bigger and bigger, making it challenging for students to find answers to their questions on applications, residence, programs etc. When students or prospective students can’t get answers easily or quickly, they get frustrated. Many students are sending their inquiries via email.The challenge of keeping up with the volume of emails while still providing a high level of customer service is posing a major problem for educational institutions across Canada, particularly in times of budget cuts. In this case study session, learn how Canadian Universities and Colleges are utilizing the IntelliResponse technology to automate the question and answer process to reduce emails, provide better customer service and make more efficient use of limited staff resources.
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