{"id":3858,"date":"2018-03-13T11:21:33","date_gmt":"2018-03-13T10:21:33","guid":{"rendered":"http:\/\/blog.langlion.com\/en\/?p=3858"},"modified":"2018-03-15T17:01:52","modified_gmt":"2018-03-15T16:01:52","slug":"4-ways-to-increase-the-speed-of-the-communication-with-students","status":"publish","type":"post","link":"https:\/\/blog.langlion.com\/en\/4-ways-to-increase-the-speed-of-the-communication-with-students\/","title":{"rendered":"4 ways to increase the speed of the communication with students"},"content":{"rendered":"

\"\"<\/p>\n

An average time of answering a question related to customer service is 15 hours and 17 minutes. As digital channels and online availability of language schools develop, expectations of the customers with regards to mutual communication grow. How to increase the communication speed and contribute to a positive customer experience?<\/strong><\/p>\n

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In this article you will learn:<\/strong><\/p>\n

    \n
  1. Why is it worthwhile to perform an analysis of customer service?<\/li>\n
  2. What are the current expectations of customers?<\/li>\n
  3. How to increase the speed of the communication with students?<\/li>\n<\/ol>\n<\/div>\n

     <\/p>\n

    Why is it worthwhile to perform an analysis of customer service?<\/strong><\/h2>\n

    To begin with, I will tell you a story.<\/p>\n

    Some time ago a friend of mine signed up for a free trial lesson over Skype in a language school. The lesson took place as promised, my friend was very glad and interested in continuing his education, now against a tuition fee. Unfortunately, from day to day his enthusiasm was waning\u2026 Why? Because after the lesson nobody contacted him.<\/p>\n

    And now for some (frightening) statistics for 2017:<\/p>\n

      \n
    • 41% <\/strong>of the companies do not reply to e-mails related to customer service;<\/li>\n
    • 90% of the companies do not confirm or inform customers on receiving their messages<\/strong>;<\/li>\n
    • 99% of the companies do not follow customer experience to check whether customers are satisfied with the reply<\/strong>;<\/li>\n
    • only 11% <\/strong>of the companies are able to provide a full answer to a question in their first message<\/li>\n
    • and last but not least\u2026<\/li>\n
    • the average time of a reply to a question related to customer service is 15 hours and 17 minutes<\/strong>!!!<\/li>\n<\/ul>\n

      Do some soul-searching and answer the following question: What is it like in your language school<\/em>?<\/p>\n

      <\/h2>\n

      What are the customers\u2019 expectations?<\/strong><\/h2>\n

      In the independent LivePerson report, whose research covered almost six thousand consumers from six different states, a \u201cperfect online customer experience<\/strong>\u201d was built. Learn 7 requirements that will help you to improve the students\u2019 satisfaction:<\/p>\n

      CUSTOMER SERVICE<\/strong><\/h3>\n
      \n
        \n
      1. Fast problem resolution.<\/li>\n
      2. Question answered in the first interaction.<\/li>\n
      3. Nice customer service (a smile is never out of fashion).<\/li>\n<\/ol>\n

        \"\"<\/p>\n

        A WEBSITE<\/strong><\/h3>\n
        \n

        Your website should be built in such a way that the user experience<\/strong> is the best possible (the website responds to the needs of Internet users, involves them to the extent they want to stay there).<\/p>\n

          \n
        1. Visible information about the offered services or products.<\/li>\n
        2. Easy navigation.<\/li>\n
        3. Finding answers to questions.<\/li>\n
        4. Obtaining assistance at the website.<\/li>\n<\/ol>\n

          \"\"<\/p>\n

           <\/p>\n

          Customer experience in the\u00a0virtual world <\/strong>is today something directly affecting customers\u2019 decisions in real life.<\/p>\n

          \"\"<\/p>\n

           <\/p>\n

          How to improve the speed of the communication with students?<\/strong><\/h2>\n

          Use of mobile devices, instant access to information, a million useful applications\u2026 All of that makes your customers expect things to be more, faster and simpler<\/strong>. And besides, they want to have the choice of the channel over which they can contact your school.<\/p>\n

          The Contact <\/em>tab at the school\u2019s website, where you provide your e-mail address and telephone number, does not suffice anymore. Online availability <\/strong>means your school can be contacted 24\/7. Have no fear! This does not mean you have to sit in front of a laptop or stay on the phone non-stop. There are easier ways to build a positive customer experience.<\/p>\n

          1.\u00a0Live Chat<\/strong><\/h3>\n

          LiveChat<\/strong> enables chatting with customers visiting your website in real time. A responsive tool allows for answering questions of potential students over a phone or tablet.<\/p>\n

          If you are unavailable, a customer has the option of leaving a message with you. You can change the appearance of your widget and the texts displayed on it.<\/p>\n

          \"\"<\/p>\n

           <\/p>\n

          2.\u00a0Phone calls to the website<\/strong><\/h3>\n

          This is not about an ordinary text but about a dedicated window appearing when someone visits your website. Callpage <\/strong>encourages visitors to leave their phone number and at the same time promises feedback within 28 seconds. Within that time the call centre in your language school becomes connected with a potential customer.<\/p>\n

          \"\"<\/p>\n

           <\/p>\n

          3.\u00a0Bots<\/strong><\/h3>\n

          Do you remember \u201cClippy<\/strong>\u00a0\u2013 the clip at MS Office package? It can be called a forerunner of bots, or a software that takes the form of an automatic assistant that answers questions from customers. However, it does not do so live but with the use of answers prepared in advance.<\/p>\n

          \"\"<\/p>\n

          Chatbots <\/strong>are present in such communicators as Facebook\u2019s Messenger<\/strong>, Skype <\/strong>or Slack, <\/strong>which is used by companies. So far communication with bots is used in Poland by few, while abroad it is a popular tool for interactions with customers.<\/p>\n

          Owing to bots, you can automate the communication or even encourage users to take specific actions, e.g. make a purchase<\/strong>.<\/p>\n

          What is interesting, there is a spell-check bot. It is called \u201cNurtz\u201d and is part of <\/strong>a\u00a0<\/strong>Slack business communicator.<\/p>\n