Live Chat for Higher Education – The Ultimate 101 Guide
Comm100
by eve
1h ago
Live Chat for Higher Education – The Ultimate 101 Guide Higher education is at a crossroads. With undergraduate enrollment on the decline, student recruitment has become fiercer than ever. To stay competitive now, schools must cater to the expectations of today’s tech-savvy students by introducing digital channels like live chat for all aspects of student support. By introducing live chat for higher education, schools can: Cust service costs to 1/3 of voice support Boost student recruitment efforts Easily handle high support volumes Deliver student services more efficiently In this gui ..read more
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How Higher Education Can Increase Mature Student Recruitment
Comm100
by Kate Rogerson
22h ago
There is no one definition of a mature student, but the term is most often applied to students older than 21 years old at the start of their studies. In the United States, 33.4% of college students are now aged 25 years and older. In the UK, 37% of undergraduate entrants at universities were over 21 during the 2019/2020 academic year.  We’ve looked at ways to increase student enrollment in past blogs, but mature students are unique. They often face a different set of challenges and circumstances that higher education often fails to properly understand and cater to, particularly within th ..read more
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5 Customer Experience Predictions for 2023  
Comm100
by Kate Rogerson
1w ago
2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. 1. Employee experience will match the importance of customer experience Shep Hyken, Customer Service ..read more
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The State of Automated Customer Service in 2023
Comm100
by eve
3w ago
The State of Automated Customer Service in 2023 Competition is at an all-time high. In 2022, 59% of companies surveyed agreed that their markets have become more competitive in recent years. Competition and expectations go hand-in-hand – as the former rises, so too does the latter. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. To remain competitive in the fight for customer service supremacy, many organizations no ..read more
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Guest blog: What is Customer Experience Automation & How to Implement it in Your Business Model
Comm100
by Jennifer Chen
1M ago
Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. With 100% of customers clamoring for self-service options — be it for setting up demos or answering product questions — it’s no wonder that ‘improving customer experience’ has catapulted to the top three automation goals of marketers everywhere. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity. And automation is the way to go for businesses that want to d ..read more
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5 Costly Impacts of Falling Behind on Digital Student Engagement
Comm100
by Kate Rogerson
2M ago
Todays’ students expect a lot from their university or college, and so they should. The average cost of tuition and fees to attend a private college in the US is over $38,000.   With such high costs, it should come as no surprise to hear that their students have high expectations of their school. However, for many students, there is a key area in which their expectations are not being met — digital support.  While investment has been plugged into various areas to advance the clear need for digital transformation in higher education, digital engagement has been neglected. Many s ..read more
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Higher education must improve agent experience to ever deliver excellent student experience
Comm100
by Kate Rogerson
2M ago
Investment into higher education customer experience (CX) is growing – and growing rapidly. The question is, are these resources being optimally allocated? For many universities and colleges, the answer is unfortunately no.  Although plenty of organizations are seeing a return on their investment and profit from CX, some continue to struggle to bring in the wide range of rewards from this game plan. Why? They are overlooking a fundamental part of their team: the agents.     Customer service agents are the voice of every brand. They represent the institution’s characte ..read more
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Top 5 Higher Education Customer Service Trends for 2023
Comm100
by Kate Rogerson
2M ago
Colleges and universities often find themselves pulled between tradition and innovation. Since the COVID-19 pandemic first forced an experiment in remote learning, student support has also been caught been traditional phone offerings and new digital channels.   Now, as we look to the future of customer service in higher education, we see that institutions are expanding on the progress of remote learning tools with new channels for student services. In this article, we’ll be looking at the top higher education customer service trends 2023 and beyond to help prepare for the year ahead ..read more
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Top 5 Customer Service Trends to Expect in 2023
Comm100
by Kate Rogerson
2M ago
The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand.  To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations.  1. Personalized support through omnichannel expands  “Seventy-one percent of consumers expect companies to deliver personalized interactions. And seve ..read more
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How CCaaS Providers are Increasing Customer Value with Digital-First Partnerships
Comm100
by Kate Rogerson
2M ago
There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent. However, this number is ever decreasing, and CCaaS providers that are only offering phone support, even alongside email, are restricting their growth and profitability.    The reasons for this are simple. Firstly, the majority of consumers now want to connect with brands digitally. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. For Gen ..read more
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