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Intelligent Service

The future of customer service in Higher Education

As we continue to manage the challenges and uncertainty COVID-19 brings, a number of universities are rethinking their approach to communicating and engaging with prospective and current students.

With student expectations moving to a digitally led, mobile first, personalised experience, and as remote working continues and organisations grapple with the limitations of legacy technology and telephony infrastructure, we are seeing a shift in approach to the way universities deliver customer service.

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PwC has developed a new cloud based contact centre proposition - Intelligent Service. Intelligent Service allows you to deliver a seamless, integrated and quality student and staff experience with a simple set up, new, digitally enabled efficiencies that will drive scale, improve service, increase revenue and reduce cost to serve, all through cloud-based technologies that empower teams whether in the office or working remotely.

You can provide customers with self service options whilst ensuring customer service teams have a holistic view of engagement, with information such as transcription, sentiment analysis and machine learning conversation classification, powered by PwC's Intelligent Conversation Analytics, at their disposal. You can resolve everyday customer queries through proactive communications and online communities using automation, chat bots and FAQs to provide relevant and timely information.

For those conversations that require a human connection, this will be seamlessly woven into the customer journey, supported by digitally enabled time saving efficiencies.

For students, simple and timely access to personalised information across multiple channels, with a clear focus on the moments that matter, will increase engagement and satisfaction.

In this rapidly changing digital world, together through the use of Intelligent Service, we can help you improve your customer service offer and deliver a seamless and effective experience for your students and staff.

The future of customer service in Higher Education - virtual roundtable event

Complete the form below to receive a recording of our virtual roundtable event, hear about the future of customer service for Higher Education, trends related to changing student preferences, and case studies from those who have transformed their approach to customer service. The video also includes a demonstration of the Intelligent Service proposition.

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Contact us

Caitroina McCusker

Education Leader, PwC United Kingdom

Tel: +44 (0)7764 331623

Andrea Turley

Senior Manager, Higher Education Specialist, PwC United Kingdom

Tel: +44 (0)7483 422772

Chris Cooke

Senior Manager, Contact Centre Specialist, PwC United Kingdom

Tel: +44 (0)7483 440 543

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