Case Study: Unisalento achieves higher student satisfaction with Tiledesk live chat

How a young dynamic university increased students satisfaction online

Unisalento, a leading university in Southern Italy, needed to enhance the efficiency of its student support services by moving from a slow, asynchronous ticketing system to real-time, online communication. The challenge was to securely provide both general and privacy-sensitive information to a large student body, especially during the COVID-19 pandemic closures. To address this, they selected the open source Tiledesk live chat platform to increase student satisfaction.

Tiledesk implemented a custom authentication system using JWT tokens to securely verify student identities, allowing support agents to safely handle sensitive information. The solution also included setting up business hours, skill-based departments, and a chat-rating feature. According to their IT Manager, Tiledesk was chosen over competitors for its useful functions for human operators and its innovative chatbots. As an open-source solution, it also complied with Italian public administration codes, helping Unisalento improve staff efficiency and increase student satisfaction online.

Unisalento

Mauro Merico

IT Manager