North Idaho College has a wealth of resources and services for students available on their website, but their students were having problems finding it. Frustrated students would reach out to the help center with repetitive questions that could have been answered, had they been able to locate online resources.
The result? Overworked staff and an underserved student population.
Now, North Idaho College sees a 96% self-service rate on their school’s website resulting in greater student satisfaction and less burden on staff.
How did they do it? We explain exactly how in the video below: