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Echo launches webchat service for SET

From the Knowledge Centre

Society for Education and Training appoints Echo to improve online customer service...

The Society for Education and Training (SET) is developing its partnership with outsourced customer contact specialist, Echo Managed Services, to continue to improve its online customer service and help boost membership. With over 16,000 members, SET is the largest professional membership organisation for teachers and trainers in the UK.

To provide online support and information to people that work in the Further Education and Training sector, Echo has implemented a live webchat service on the SET website, in addition to providing its existing first line telephone and email support.

As part of the new online support provision, members and non-members of the organisation can now submit questions and gain feedback in real-time about the membership opportunities available.

The aim is to support further improvements in customer service and ultimately membership numbers for SET, many of whom will then apply for Qualified Teacher Learning and Skills (QTLS) status, the badge of recognition for professionals in the sector.

"The addition of a live webchat service is all part of our commitment to provide support and information to members in the post-16 education and training sector, as well as engage with those who are interested in finding out more about becoming a member. We are confident it will be a useful tool to find information quickly with more personalised support. We know many users have already been reaping the benefits and have joined SET because their questions about the benefits of being a member have been speedily answered."

Tim Weiss, director, SET

The webchat service is already proving popular, with users giving it a rating of four stars (out of five) or greater for chat, responsiveness, friendliness and knowledge.

"There has already been a positive response to the online customer contact improvements that have been made to the SET website. Live chat is an effective way to significantly improve customer service and the sales journey, which has been demonstrated here, as customers are able to have all their enquiries answered quickly and easily."

Karen Banfield, contact centre director, Echo Managed Services

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