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Customer Support in Education: Improve these 3 mistakes with a Help Desk

customer support in education

We all know that customer support in education has a lot of flaws. The lack of systems and tools to streamline processes makes many procedures more work than they are. And it also makes it difficult to maintain effective communication between administrative departments.

So, the need for good customer support is not just for businesses. Educational Centers are among the institutions that must provide support to many individuals, both internally and externally.

Therefore, in today’s article, we will tell you about the three administrative mistakes that are often made in educational centers and offer you solutions. Read on!

  • Lack of an effective network of communication channels

Communication is key in any organization, but it is especially important when we refer to customer support in education, where there are often many stakeholders. If communication breaks down, it can lead to confusion and mistakes. This is regularly the case.

For example, many students at universities typically complain about irregularities in some paperwork. This happens because a lot of information gets lost in the amalgamation of channels. And these same channels regularly do not contain all the updated information. Therefore, there is always the problem of missing documents and even loss of information between the different administrative areas.

customer support in education

To avoid this, it is essential for all support staff to be clear and concise in their communication, and to ensure that all stakeholders are up-to-date.

But how can this be achieved? A help desk is a solution to this type of issue.

With this tool, the customer service in education can better process requests and divide the workload, succeeding in their tasks. Good communication and coordination are essential for educational support to function effectively. For this reason, help desks can be a valuable asset to any college or university.

  • Having silos in the collaboration process

As any college or university administrator knows, coordinating the various administrative processes can be a difficult task. And it’s time-consuming, too. With admissions, enrollment, financial aid, and student records, there are many moving parts that must be coordinated to keep everything running smoothly.

Plus, with the ever-changing landscape of higher education, it can be difficult to keep up with best practices and ensure that all administrative processes are up-to-date.

To overcome these challenges, it’s important for customer support in education to have clear communication channels. With well-defined roles and responsibilities. By collaborating closely and staying abreast of the latest changes in the field, university administrative teams can ensure that their administrative processes are efficient and effective.

  • Keeping abreast of technological changes

Technology is constantly evolving. And it can be difficult for support staff to keep up with the latest changes. When the institution has new technologies, it often happens that the administrative staff lacks training.

For this reason, in many universities, Management teams do not migrate from paper to the cloud; they do it very poorly without taking advantage of all the existing technologies.

There are many digital solutions that are designed to improve these cases in customer service in education. However, it does no good to integrate new tools without giving preparation before or during the process.

What can you do with a help desk?

customer service in education

We have already told you that the perfect solution to these problems in the area of customer support in education is a help desk. But, in addition, there are specific tasks that you can improve with this tool at hand. Let’s take a look at some of them:

— A help desk is a system that automates tasks by facilitating workload management. By analyzing each and every pending task, the help desk can identify and update them accordingly. This automation can save you a lot of time and effort, freeing you to focus on other tasks.

In addition, the help desk also provides valuable information about the work process, helping to improve your efficiency. As a result, a help desk can be an invaluable tool for anyone who has to manage a large workload.

— Increases efficiency: As anyone who has worked in an educational institution knows, administrative tasks can be repetitive and time-consuming. From sending emails to updating records, there are often a lot of small tasks that educational support needs to do on a daily basis.

With a help desk, you can send out mass emails, and update records in a matter of seconds, allowing customer service teams in education to get all the details and complete tasks quickly and efficiently.

— Collaborate effortlessly: It is important that during the admissions process, for example, prospective students are in contact with the relevant parties so that everything runs smoothly. With a help desk, you can integrate all support channels in one place. In this way, it helps you to quickly answer any questions from prospective students and, thus, the process will run smoothly.

The best help desk for schools and universities

Customer support in education is responsible for a wide variety of tasks. From the processing of applications to the coordination of events, this area of support in education has diverse tasks. To improve and ensure optimal performance, GB Advisors offers you its services.

customer support in education

We present to you the best solution to all these problems: Freshdesk. A powerful tool that helps all types of teams to stay organized and up to date. It helps you maintain better communication with external parties: whether they are clients, students, or other teams in the organization.

With Freshworks teams can easily collaborate with each other and with the different departments they have to help in the education support department. This makes it easier for teams to focus on their core tasks and ensures that nothing gets lost.

As a result, Freshdesk is an essential tool for any administrative team that wants to be efficient and effective.

In addition, getting the tool with GB Advisors ensures a more successful implementation and use of the tool. We offer free consulting, help you implement the software, and train your team on how to use it.

What are you waiting for? Contact us without commitment!

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