Text Case Studies ABTU takes off with an organized customer service via LiveChat

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	ABTU takes off with an organized customer service via LiveChat Text

ABTU takes off with an organized customer service via LiveChat

Text

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Education
Services	System Integration
Challenge	American Business and Technology University, an online university from the USA, struggled with chaos in communication with students. The students’ administrators were getting lost among emails, tickets, and yahoo chats coming from all directions. To free themselves from the clutter, ABTU started using LiveChat as a centralized chat and ticketing system. Read More
About Customer	American Business and Technology University is an American online university offering higher education in Business, IT, Programming, Networking, Health IT, Criminal Justice and related fields. The university operates entirely online, providing education to a large number of students. The university was facing challenges in managing communication with its students, with administrators struggling to keep track of emails, tickets, and chats coming from various directions. The university needed a solution that could help them manage this communication more effectively and efficiently. Read More
Solution	ABTU implemented LiveChat as a centralized chat and ticketing system to manage all incoming and outgoing communication with students. The university chose LiveChat because it was intuitive and easy to set up, and it provided advanced features such as a ticketing system, history tracking, visitor details, good managing options, and analytics. LiveChat is available on every page of their website, and a big yellow sign “Chat With Us” lets visitors know that they can start chatting right away. For current students, LiveChat is available within learning platforms and they can reach out to the support during their online classes. ABTU also reminds all students, in every email they send, that they can chat with the support day and night. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Education

Services

System Integration

Challenge

American Business and Technology University, an online university from the USA, struggled with chaos in communication with students. The students’ administrators were getting lost among emails, tickets, and yahoo chats coming from all directions. To free themselves from the clutter, ABTU started using LiveChat as a centralized chat and ticketing system.

About Customer

American Business and Technology University is an American online university offering higher education in Business, IT, Programming, Networking, Health IT, Criminal Justice and related fields. The university operates entirely online, providing education to a large number of students. The university was facing challenges in managing communication with its students, with administrators struggling to keep track of emails, tickets, and chats coming from various directions. The university needed a solution that could help them manage this communication more effectively and efficiently.

Solution

ABTU implemented LiveChat as a centralized chat and ticketing system to manage all incoming and outgoing communication with students. The university chose LiveChat because it was intuitive and easy to set up, and it provided advanced features such as a ticketing system, history tracking, visitor details, good managing options, and analytics. LiveChat is available on every page of their website, and a big yellow sign “Chat With Us” lets visitors know that they can start chatting right away. For current students, LiveChat is available within learning platforms and they can reach out to the support during their online classes. ABTU also reminds all students, in every email they send, that they can chat with the support day and night.

Impact #1	LiveChat has helped ABTU to streamline and organize their communication with students.
Impact #2	The university has been able to reduce the number of phone calls they receive by 50%, reducing the costs of returned calls.
Impact #3	The LiveChat dashboard provides real-time metrics related to support activities, helping the university to monitor and improve their customer service performance.

Impact #1

LiveChat has helped ABTU to streamline and organize their communication with students.

Impact #2

The university has been able to reduce the number of phone calls they receive by 50%, reducing the costs of returned calls.

Impact #3

The LiveChat dashboard provides real-time metrics related to support activities, helping the university to monitor and improve their customer service performance.

Benefit #1	50% decrease in the number of received phone calls
Benefit #2	Reduced the costs of returned calls

Benefit #1

50% decrease in the number of received phone calls

Benefit #2

Reduced the costs of returned calls

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Overview

ABTU takes off with an organized customer service via LiveChat

Operational Impact

Quantitative Benefit