IntelliResponse recently participated in two higher education conferences, speaking on the advantages of leveraging web self-service solutions to enhance the overall student experience, significantly reduce administrative workloads, as well as reduce the overall cost of serving current and prospective students and staff.
Most recently, IntelliResponse was a sponsor and presenter at the Oregon Association of Collegiate Registrars and Admissions Officers (OrACRAO) 2012 Annual Meeting. The annual meeting took place May 6-8 at the Sunriver Resort in beautiful Sunriver Oregon. The conference was loaded with informative presentations and workshops across a broad range of topics such as handling transfer students, transcript credit evaluation, degree audits, statewide joint board and legislative updates, and future technology trends.
Once such important technology trend that has been gaining significant momentum among higher education institutions over the past decade has been web self-service. Andrew Brode of IntelliResponse shared his perspectives on this technology and how it has helped hundreds of higher education institutions to cut student service costs and provide a much richer online experience for current and prospective students. In his presentation, Andrew explored the value of web self-service technology by examining how schools have leveraged the IntelliResponse Answer Suite to cost-effectively answer millions of student questions in this past year alone. He went on to stress that in times of budget uncertainty, it’s becoming increasingly important to have other avenues by which students can effectively serve-themselves.
Many questions from the audience focused on the quantitative benefits of web self-service. More specifically, audience members wanted to know the amount of call and email volume that can be deflected when an institution leverages web self-service. (In our experience, customers utilizing web self-service can reduce phone call volume by 15-35%, and reduce email volume by 25-70%).
Just prior to the OrACRAO 2012 Annual Meeting, Andrew was in the neighbouring state of California at the California Association of Community College Registrars and Admissions Officer (CACCRAO) conference. At CACCRAO, which took place April 29 – May 2 at the Sacramento Holiday Inn, IntelliResponse was also a sponsor and presenter. CACCRAO is the professional association for the Admissions and Records managers and staff members from the 112 public community colleges in California. In addition to its annual conference, the association offers regional workshops, and other training opportunities to communicate best practices, legislative updates, and innovative trends in technology to its members.
The CACCRAO conference included a variety of presentations focused on educating conference delegates including keynotes presentations from Chancellor Jack Scott, Ph.D. California Community College System; Scott Lay, CEO, Community College League of California; California Senator Alan Lowenthal; and Linda Michalowski, California State Chancellor’s Office.
At this conference, Andrew shared with delegates the cost-saving benefits of web self-service and how the website can be transformed into a “first point of interaction” where students can go to quickly gather information and find answers to problems in a self-service environment. Special thanks to IntelliResponse clients American River College and Skyline College who contributed to Andrew’s presentation.
For those who were unable to attend these conference sessions and wish to explore the topic of web self-service in greater detail, read the whitepaper entitled: 6 Reasons Web Self-Service Makes a More Responsive Institution. This whitepaper will help you learn the six key reasons why educational institutions are leveraging web self-service to stay lean and responsive, and to better address the demands of your current and prospective students, all while reducing service costs across the board.
IntelliResponse has helped hundreds of higher education institutions across North America and the U.K by equipping them with the web self-service tools to enhance the student experience, significantly reduce administrative workloads, as well as reduce the overall cost of serving current and prospective students and staff.
With more than 550 live customer-facing implementations answering 100 million+ questions, IntelliResponse is the gold standard in first line customer experience management. If you have any questions about this topic or web self-service solutions in general, one of our solution
experts would be pleased to assist you. For more information about IntelliResponse, visit www.intelliresponse.com
