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Leading providers of broadband internet services
to university student accommodation have adopted Text-Connect™
to help manage support requests from students.
Our clients provide Internet services to over 70,000
rooms, at over 300 accommodation sites across the
UK and work with many of the leading providers of
student accommodation, including housing associations,
private sector companies and directly with many universities.
Students who encounter a problem with their Broadband
simply text "Help" to a 'text number' provided
to the ISPs by Text-Connect™. Students automatically
receive a text message in reply confirming their request,
the time window in which they can expect a response
and the opening hours for the technical support team.
The "Help" request is simultaneously forwarded
to the support team as an email which also contains
the mobile number of the sender. Requests are actioned
on a first come, first served basis, with the support
staff simply calling the sender to resolve the problem.
In cases where an engineer needs to visit the accommodation
the time and date is confirmed to the student by text
message and a reminder message is pre scheduled and
sent the day before the engineer is due, saving expensive
missed appointments.
Where a problem is resolved centrally students receive
a text alerting them that their Internet connection
is back up and running.
Our clients confirm that Text-Connect™ gives
them the following benefits:
- Technical Support staffing is reduced as there
is no need to answer voice calls 'on demand'.
- Support requests are easier to manage especially
during the busy 'fresher' period in September /
October and the influx of new students.
- Customer Service is improved as students get instant
confirmation that their problem is in the queue
for attention and receive instant confirmation once
their Internet connection is up and running.
- Time and expense is saved through reducing missed
engineer appointments.
Our ISP clients selected our "Business"
package.
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