Self service and automated tools - our journey to support front line enquiry volume.

Presenter: Kirstie Brookes and Helen Ascroft

Institution: Staffordshire University

Format: Presentation

This session will explore the use of self-serve and automated welcome tools to support students and mitigate high-volume enquiries, particularly those experienced at the start of the academic year! We want to share Staffordshire University’s journey from analysing inbound student enquiries to the development of simple, concise and personalised tools. We will showcase some of the joint projects between our front line support team, Registry and Digital Services colleagues over the past year, including the following: Loan Tracker, On Campus – Facilities and Navigating Campus, Chat Bot FAQS and How to – Video Series and Self-serve Letters.

Download: Slides