Case Study: West Herts College improves admissions efficiency with giosg Live Chat

West Herts College implementing live chat for an efficient customer service

West Herts College needed a more efficient way to handle admissions enquiries after merging two departments. Phone calls and website form submissions were slowing the team down, creating inbox backlogs and delaying simple responses for up to 48 hours. To improve customer service and reduce workload, the college turned to giosg Live Chat.

giosg implemented Live Chat as a new support channel for West Herts College, giving prospects a quick, discreet way to ask questions online. As a result, the college saw a significant drop in phone calls and emails over the past year and a half, while also increasing applications through chat engagement. The admissions team was freed up to focus on other work, improving overall efficiency.

West Herts College

Aaron Caisley

Marketing & Admissions Coordinator