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The University of Derby Online Learning - using live chat to reach prospective students

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The University of Derby Online Learning (UDOL) is the thriving distance learning division of the University of Derby. They were looking for a better way to engage with their prospective students, so after a successful pilot, they decided to partner with us in August 2017,

Challenges

  • Setting up an easier communications platform for online visitors
  • Shifting contact channels from phone and email to live chat

Results

  • Strong conversion rate from prospective students using the chat
  • Significantly improved customer service capabilities
  • Due to the success of the chat, UDOL now plans to make chat feature available 24/7

Why giosg?

  • Quick, easy implementation and great customer service
  • Flexible tool with accessible reporting
  • Agent user experience- small but important details in the interface

 

Read the full study to learn how giosg's solution has helped UDOL improve their customer service capabilities!

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