There are several industries with a well-deserved reputation for being behind the times when it comes to technology and customer service. Higher education is chief among them. Recently, a friend of mine was telling me about his experience trying to get his transcripts from his undergraduate college sent to one of the schools he was applying to for his Master’s degree. The undergraduate school would only send transcripts hard copy and the Master’s program would only accept transcripts electronically. Obviously, my friend was quite frustrated and flabbergasted by this experience. I’m not sure how this was resolved but it is one small example of how one (or maybe two) school’s outdated technologies and practices makes it difficult for their students to pursue new opportunities.
Sound technology is a prerequisite for good service. Today’s students want immediate access to information, instant turn around on their inquiries, and the ability to serve themselves. Higher education institutions have numerous student engagement points that span across the entire student journey from enrollment to graduation. Institutions that embrace cloud computing will reap the rewards as well as their students.
Benefits of the Cloud to the Institution
Several years ago, we wrote about the benefits of cloud computing in education. While these benefits remain, there is more to this story now. New technologies have made the case for the cloud even stronger.
Imagine the possibilities for your institution if you could communicate with students proactively and enable two-way communications. The cloud gives higher education institutions the ability to communicate important information to students via any channel the student desires and keep students informed through personalized notifications and updates about registration, class schedules, and school activities.
Don’t forget about the cost savings that comes with self-service capabilities that give students access to information and the ability to help themselves manage class schedules, sign up for activities, or access student resources. Less personnel time will be tied up responding to requests that students can take care of on their own.
From a workforce standpoint, cloud workforce optimization tools enable schools to manage and track an influx of inquiries, especially seasonal influxes, monitor interactions, and manage communications across departments. You don’t have to be understaffed during registration and overstaffed during the breaks.
Benefits of the Cloud to Students
Utilizing the cloud in education can create secure learning environments by giving students access to class resources, hold virtual study groups, and the ability to communicate with their peers through cloud-based solutions. This CloudTweaks article explains that thanks to the cloud, there really isn’t any reason for students to use dated and expensive textbooks or learning materials. A digital edition is much less expensive and updates can be pushed to all subscribers. Another benefit of cloud computing is that it opens the door to higher education to students who traditionally, couldn’t make it work since collaboration and lectures are not restricted to the classroom.
Watch this interactive text messaging demonstration to see how you can maximize your reach, deliver a superior level of student self-service, and better manage student interactions.
- 10 Must Haves for Cloud-Based Customer Engagement Platforms - October 3, 2018
- Managing Seasonal Contact Center Volumes with Cloud - August 14, 2018
- Infographic: Chatbots Challenge Traditional Contact Centers - August 2, 2018