Sponsor: Comm100 Network Corporation

Higher Education Admissions Report – Prospective Student Survey

What support do students expect from their school, and how can schools deliver this?

We surveyed higher education students in North America to learn what matters to them when they are choosing which school to join, how they expect to be engaged, and how schools can increase enrolment with this data at hand.

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Live Chat Benchmark Report 2023

Every year, we publish our Live Chat Benchmark Report to help organizations understand how well their live chat team is performing compared to their peers by team size and by industry. With this year’s benchmark data at hand, you can learn exactly where your team is excelling and where it needs improvement.

Analyzing data from millions of live chats that passed through the Comm100 platform in 2022, this year’s report features the following benchmarks:

  • Chats per agent per month.
  • Customer satisfaction.
  • Wait time.
  • Response time.
  • Chat duration.
  • Mobile chats.
  • Industry breakdown.

Alongside these metrics, the report digs into the reasons behind the numbers to help you improve your own team’s metrics and overtake your peers.

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Live Chat Security: Everything You Need to Know for Secure Live Chat

Over the years, SaaS developers have worked with businesses to increase the efficacy and security of this vital customer service channel: most of today’s live chat providers offer some level of password protection and data encryption to help companies manage sensitive data.

However, the level of security offered by different vendors does vary widely. This makes it all the more important to know how your live chat provider is managing your and your customers’ data, and what measures it has in place to detect and neutralize security breaches.

This blog post breaks down the potential threats to live chat security, and outlines how Comm100 Live Chat stays secure through industry-leading security features and compliances.

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Higher Education Cheat Sheet: The 4 Challenges Facing IT & How to Overcome Them

There are four key challenges that are almost universally affecting university and college IT departments today:

  • Growing digital infrastructure.
  • High support volumes.
  • Data security.
  • Staffing.

In this guide, we will explore these 4 challenges and provide practical solutions to tackle each of them so IT departments can provide the support and security expected of them from students and faculty.

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Roundtable: 6 Top Universities – Meeting Student Support Expectations

Six leading higher education institutions come together to discuss the challenges of students’ sky-high support expectations, revealing the technology, tools, and strategies they are using to find success.

Tony Sandhu is the Vice President of Global Customer Success at Comm100 with over 12 years of experience in CS. He is responsible for driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of Comm100 customers.

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Top 10 Use Cases for Chatbots in Higher Education

Gen Z are most open to chatbots than any other age range, the demographic that comprises the majority of higher education students. But how should chatbots be best used in universities and colleges?

If you are ready to start your chatbot journey but don’t know where to start, download this SlideShare to learn the top 10 chatbot use cases that universities and colleges around the world are benefitting from.

Drawing from our 15+ years of experience building chatbots for higher education, these 10 chatbot examples will show how you can adopt chatbots for the benefit of your students, support agents, and school. Some use cases include:

  • Provide 24/7 availability.
  • Take the load off the team during seasonal peaks.
  • Devote more time to complex or sensitive queries.
  • Automate appointments and bookings.

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Sky-high Expectations – How to Improve Student Support in a Digitally-Demanding World

Student support expectations are at an all-time high, and many higher education institutions are struggling to match them.

This level of student support isn’t achievable with phone. Digital channels are essential to matching student expectations, particularly live chat and chatbots. To go above and beyond and stand out from competitors, schools need digital omnichannel.

Download this eBook to learn:

  • Why schools must adopt digital support channels.
  • How schools can use live chat and chatbots to meet student expectations.
  • How digital omnichannel takes it up a level, improving support quality, efficiency, and personalization.

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Higher Education Cheat Sheet – 4 Proven Strategies to Increase Enrollment this Fall

Over the past two years, postsecondary enrollment has decreased by 7.4% in the US. If that stat doesn’t get you thinking of new strategies to increase intake at your school this year, nothing will!

With such intense competition among universities and colleges, grabbing the attention of prospective students is no easy feat. And this is only half the battle – you now need to prove that your school is the right choice for them. While this is a complex battle, there is one very straightforward but crucial element that you must get right – student support.

This guide will lay out 4 cost-effective strategies that any school can adopt to help them engage with more prospective students and increase enrollment this fall. You’ll also find success stories from other higher education institutions like Thompson Rivers University and Cambrian College who are benefiting from these strategies.

Download this slideshare and start reversing the enrollment decline!

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Higher Education – Live Chat & Chatbot Benchmark Data 2022

Live chat teams in higher education achieved an average 88.8% customer satisfaction score (CSAT) in 2021.

Analyzing chats that passed through the Comm100 platform in 2021, we have calculated the latest live chat and chatbot benchmarks in higher education. With these stats at hand, universities and colleges can understand how well they are performing compared to their peers and learn where they need to improve. The report also provides best practices so higher education institutions can realize the potential of live chat and chatbots.

Download this report to find out the latest live chat and chatbot benchmarks in higher education, including:

  • Customer satisfaction (CSAT)
  • Wait time
  • Chat duration
  • Mobile live chats
  • Total chats handled by chatbots

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