Student questions answered through dynamic online knowledge base

December 12, 2015

Help centre

Following the recent launch of new village websites and the opening of a centralised customer service centre (Customer Contact Village or CCV), students can now have more of their questions answered in less time.

A self-service online help centre has been launched on the websites of villages integrated with the CCV, including Macquarie University Village, SCU Village, University of Canberra Village, Western Sydney University Village, UNSW Village and Student Village, the University of Melbourne Campus.

The help centre allows CLV to service customers better. New frequently asked questions will be added as they come up, creating an ever-growing collection of searchable village information.

“Unlike the static FAQ pages on our old websites, the new sites will feature an extensive knowledge base to equip potential residents with the information they need to make better, more informed decisions,” said CCV Manager, Sarah Ashmore.

Recently viewed and related articles displayed at the bottom of each page help visitors navigate through the site and learn more about the village they’re interested in.

“The help centre is continuously improving and, because it’s responsive to our customers’ questions, will only get bigger and better with time,” said Sarah. “As the team responds to more and more enquiries via live chat and phone, the help centre will grow to become an invaluable resource for new residents, current residents and short stay guests.”

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