At the beginning of 2017, Ingrid, head of the SSC,
decided to work with FAQtory and spend 3 months
later the system was live. Ingrid: “We only had one
few sessions needed to know how we wanted FAQtory
and use. It
team of FAQtory has
helped us very well with this.
help.”
All data from the old system was available when it went live, including the FAQs and the full contact history. Because FAQtory is much more in line with e-mail handling with Outlook or Gmail, every employee can start working independently after two hours of instruction. The acceptance rate is higher, so the department has now started to work much more as one team.
“A big advantage is that FAQtory knows what is important for a student service centre; They know the field and can therefore really think along.”
Ingrid: “FAQtory brings a certain calm to the organization. A big advantage is that everyone can help when necessary and questions no longer remain with one person.” The real-time dashboard and the easily generated reports also provide more insight into the processes and the possibilities for improvement. Ingrid about this: “As a manager, FAQtory gives me a good overview of where in which period the most questions are asked by students. I can respond to this by deploying extra capacity or by proactively putting better information on the website.”
FAQtory has been running to our full satisfaction for almost a year now. However, there are still a number of improvements in the pipeline, such as an integration with the Student Information System. The SSC will also use the integrated chat function of FAQtory. Ingrid: “We will also be the first student service centre to work with the chat function of FAQtory. That will also be exciting. Hopefully, this will allow us to improve our service to the students even further.”
“It will be a sport to answer questions as well and quickly as possible.”
Ingrid – Head of SSC
