Use Eesy Messages to reduce student support requests by 75%.

Palm Beach State College use Eesy Messages to provide support to a growing online student community without increased support costs.

Use Eesy Messages to reduce student support requests by 75%.

With so many new students joining Palm Beach State College each year, their e-learning department was facing the challenge of supporting a growing number of online students with their use of Blackboard. Sidney Beitler, Director of eLearning at Palm Beach State College, was interested in finding an effective way to resolve the large number of support requests that would occur at the beginning of each semester and throughout the term as students became acquainted with new, previously unused Blackboard tools. Without the help desk infrastructure to provide support to students 24 hours a day, PBSC looked for more effective ways to provide technical support for commonly occurring issues.

The solution 

Using EesySoft's Support Reports, PBSC first identified specific technical issues that were creating the highest volume of support requests, PBSC was able to target these areas and provide information and support to users for specific topics. Using EesySoft’s Eesy Messaging tool, PBSC created targeted messages that provided users with instructions and tutorial information within Blackboard. By providing this information at the time and place at which users were experiencing the issue, this information could be immediately put to use, increasing the impact of messages and support articles. 

Thanks Freepik