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After around three successful years with our omnichannel system, we are taking the next step: in order to meet the modern requirements of an international university, we are making our telephone system bilingual to make communication more efficient and user-friendly. But what exactly does that mean? And what is behind our omnichannel system?
What Exactly Is Omnichannel?
Our omnichannel tool enables us to bundle various input channels such as chat and telephony in one software. This helps us to receive and respond to support enquiries more efficiently. At the same time, the software is linked to our ticket tool, which simplifies further communication if the issue cannot be resolved directly. For our support team, this means that we have an overview of the various incoming channels in an online interface. This enables us to receive support enquiries quickly and in a structured manner and improve processing and resolution times. You can find out more about this in a previous blog post on the subject.
What Is an IVR?
A central component of our telephony is the IVR (Interactive Voice Response). If you want to contact us by phone, you will first be guided through our IVR. Here you have the option of navigating through a menu beforehand by pressing a button and specifying your request. You will then be put through to a member of staff from the IT-ServiceDesk who is best placed to deal with your enquiry. The IVR is therefore the place where your enquiry is pre-sorted, so to speak.
Why Bilingualism?
Over the last few years, it has become increasingly clear that we need to offer a bilingual option due to the growing internationality of our university. The innovation that has now been implemented is the option for callers to choose between two languages – German and English – in the IVR at the beginning. At an international university such as RWTH Aachen, in order to enable international students, lecturers and employees of the various institutes to communicate as barrier-free as possible.
Of course, we have already answered many telephone enquiries in English to your satisfaction, but always with the difficulty that international users had to navigate through a German IVR menu.
We assume that the improved user-friendliness of the omnichannel system will make telephone communication with the IT-ServiceDesk a more pleasant and efficient experience for many international customers.
Responsible for the content of this article is Janin Iglauer.
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