By Preston Martin, Contact Center Solutions Expert at Landis Technologies
In the dynamic landscape of higher education, the expectations placed on IT support systems have evolved dramatically. Today’s students and faculty expect seamless, efficient, and accessible solutions across multiple communication channels. Whether it is a student struggling to access a vital online resource or a faculty member requiring assistance with a new digital tool, the mode of communication is as crucial as the support provided.
This shift towards multichannel support is not just a trend but a necessity, particularly in an environment as diverse and demanding as higher education.
In this article
- Personal and Professional Insights into Multichannel Support
- The Increasing Importance of Multichannel Solutions in Higher Education
- Addressing the Needs of Agents and Managers
- The Economic Impact of Multichannel Support
- Meeting Students Where they are
- How Landis Technologies Excels in Multichannel Support
- The Future of Multichannel Support at Landis
- Embracing the Future of Support in Higher Education
Personal and Professional Insights into Multichannel Support
From my perspective, having a range of communication channels available for support is critical—both personally and professionally. On a personal level, I appreciate the flexibility that comes with multichannel options. If I am at my desk, I might prefer a live chat function to resolve an issue quickly. If I am on the go, a quick phone call can be more convenient. This flexibility is not just a luxury; it is becoming an expectation.
At Landis Technologies, we have observed that many organizations may not currently use a multichannel approach but recognize its inevitability. During conversations with customers and potential clients, it is clear that while some may not have implemented multichannel solutions yet, they understand that it is an essential part of any modern IT infrastructure, especially in higher education.
The demand for these solutions is not just about keeping up with trends but meeting the growing expectations of users who are increasingly accustomed to the convenience and efficiency that multichannel support provides.
The Increasing Importance of Multichannel Solutions in Higher Education
The demand for multichannel support is particularly pressing in higher education due to the unique needs of its primary user base—students and faculty. In my experience, younger generations, who are often the first to adopt new technologies, are driving this change. They expect the same level of accessibility and ease of communication with their educational institutions as they do in their personal lives.
The pain points associated with traditional, single-channel support systems are numerous. One of the most significant issues is that users, particularly students, often avoid making phone calls. This preference is not always about convenience or anxiety; sometimes, it is simply about the environment they are in.
For example, a student in a library or classroom might need assistance but cannot make a phone call without disrupting others. In such cases, having the option to use web chat becomes not just a preference but a necessity.
Moreover, multichannel support increases accessibility for diverse and non-traditional students. Language barriers, speech impediments, and other challenges can make voice communication difficult or impossible for some users. Providing alternative channels such as live chat can ensure that these students receive the support they need without additional stress or difficulty.
The shift towards multichannel support in higher education is not just inevitable, it is already underway.
Addressing the Needs of Agents and Managers
The benefits of multichannel support extend beyond just the end-users; they also significantly impact the agents providing the support and the managers overseeing the operations.
For agents, the ability to communicate via the user’s preferred channel can make their job easier and more satisfying. Handling a support request through live chat can be more efficient and less stressful than a voice call, especially when the user feels more comfortable with that method.
For managers, offering multichannel support can lead to higher satisfaction rates and better reviews of the support services provided. When users can communicate through their preferred channels, they are more likely to have a positive experience, which reflects well on the overall performance of the support team.
The Economic Impact of Multichannel Support
Beyond the operational benefits, multichannel support also offers significant economic advantages.
One of the most direct benefits is the potential for increased efficiency. Agents who can handle multiple interactions simultaneously through live chat can manage their workload more effectively, reducing the number of active agents needed at any given time. This can lead to considerable cost savings for the institution.
Furthermore, the reputation of the educational institution is closely tied to the quality of its support services. Just like any other business, higher education institutions rely heavily on their reputation to attract and retain students. Offering modern, accessible, and responsive support services is essential to maintaining a positive reputation. If students know they can easily access the help they need—whether through a live chat or voice call—they are more likely to view the institution favorably.
Meeting Students Where They Are
One of the most significant advantages of multichannel support in higher education is the ability to meet students where they are. In their daily lives, students are more likely to prefer live chat instead of phone calls. By providing support through these familiar channels, institutions can offer a more user-friendly and effective service.
Feedback from customers who have integrated our solutions with other chat platforms has been positive. As we continue to roll out and refine our multichannel offerings, we expect to see even more positive outcomes and success stories in the coming months.
How Landis Technologies Excels in Multichannel Support
At Landis, we have recognized the critical need for seamless multichannel support, particularly in environments like higher education. Our solutions are designed with this in mind, ensuring that voice and live chat communication channels are integrated into a single, unified system.
This is not as common as one might think. Many solutions on the market today separate these channels, creating a fragmented experience for both the user and the agent.
One of the key differentiators of the Landis system is that our multichannel capabilities are native to Microsoft Teams. This means that there is no need to download additional apps or manage multiple platforms; everything is integrated within Teams. This significantly reduces the training and onboarding burden for support agents, which is particularly important in educational settings where interns or part-time staff may frequently rotate through the IT department.
The Future of Multichannel Support at Landis
At Landis, we are not just providing multichannel support solutions; we are also committed to using them ourselves. Currently, the Landis support team helps our customers by being available through a ticketing portal, phone lines, and email. However, we are planning to expand this to include live chat support as well. We believe in the importance of using our own platform to ensure that we are delivering the best possible experience, both for our customers and for our internal teams.
As we continue to innovate and develop our solutions, we are always thinking about the future. Customers often tell us that while they may not need multichannel support today, they know it’s something they’ll require in the near future. They appreciate that Landis is constantly evolving and that our platform is built to grow with their needs.
This forward-thinking approach is crucial for institutions that want to remain competitive and future-proof their IT infrastructure.
Embracing the Future of Support in Higher Education
The shift towards multichannel support in higher education is not just inevitable; it is already underway. As students and faculty become more accustomed to the convenience of multichannel communication in their personal lives, they will increasingly expect the same from their educational institutions.
By adopting a multichannel approach, higher education institutions can not only meet these expectations but exceed them, providing a level of support that is modern, accessible, and highly effective.
At Landis Technologies, we are proud to be at the forefront of this transformation. Our integrated, Microsoft Teams-native solutions offer a seamless and efficient multichannel experience that benefits students, faculty, agents, and managers alike. As we continue to innovate and expand our offerings, we are committed to helping higher education institutions meet the demands of today’s users while preparing for the challenges of tomorrow.
By embracing multichannel support, higher education institutions can ensure that they are not just keeping up with the times but leading the way in providing exceptional, modern support services. And at Landis Technologies, we are here to help them do just that.
