Congratulations! You survived the spring rush. Hopefully our Five Easy Tips helped your team get ahead of the game and lighten some of your workload and traffic.

Now the question is, how do you make the process an even better experience for students, faculty, and staff? Here’s a hint: today’s learners are living in a world that is proactively seeking them out and available 24/7. With that in mind, here are some things to consider as you prepare your budgets and get ready for the next cycle:

    1. Leverage new communication modes. Expand beyond your JIT appointments and email by incorporating social (e.g., Facebook), SMS/text, live calls, live chat, and chat bot outreach. Learners are already engaging with these types of interfaces in other aspects of their lives. These modes will complement the amazing personalized customer service that they get when they stop by your office, or reach out via email.
    2. Reconsider the power of your institution’s portal. Create a student-specific interface that drives them to the activities that they must do and secondarily to the activities that you want them to do. Make sure that the welcome page has a clear to-do list that automatically updates as they complete tasks. Remove the clutter of faculty or administrative activities in their view.
    3. Expand access to self-help tools. Your constituents are used to googling whatever they need to know whenever they need it. Review your Knowledge Base and deploy Student Status Trackers to ensure that they are updated and are inclusive of the variety of ways that students may be asking questions.
    4. Expand your hours/consider outsourcing. With the demands of school, work, family and more complex family/support structures, your users want to be able to talk to a credible source outside of typical nine-to-five hours. Start by providing support from 8 a.m. to 11 p.m. You’ll not only see more satisfied customers, but your team will be able to spend a higher quality of time during each meeting to answer all of the questions that need to be addressed, not just the emergency of the day.
    5. Get ready for the next technology influx. Ready or not, new technology is coming. It is critical that you start educating yourself and your team on the differences between Reactive Bots, Interactive Bots, and AI. You’ll be in a better position to successfully navigate this evolution if you do a few key things now:
        – Ensure your Knowledge Base is strong
      1. – Create and support a culture of Self Service
      1. – Partner across campus to build processes and systems that are inclusive
      1. – Be flexible and accepting of change; there are big opportunities for those who are

Spring break is around the corner … keep your eye on the prize!

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