Customer support in higher education involves assisting students, faculty, prospective students, employees, vendors, or partners. Higher education is an excellent example of an organization that supports a diverse group of internal and external customers. At colleges and universities, teams assist prospective students with inquiries about careers, courses, admission status, etc. After a student becomes matriculated, various teams assist with planning classes, collecting tuition, placing students in dormitories, etc.
Student classes involve the daily usage of a variety of IT equipment and services, including PCs, laptops, printers, mobile phones, Internet access, and network connections. When IT-related issues arise, the IT Service Desk provides the needed assistance.
At the beginning of each academic year, IT and other teams typically waste time answering the same questions repeatedly. This work becomes monotonous and lowers morale and employee satisfaction. With Giva, IT and other support teams can leverage their expertise by creating a self-service knowledge base and FAQs to answer common questions in a uniform manner, resulting in high productivity.
Here is how colleges and universities can use Giva: