Top 10 Reasons Why Universities Need Service Desk Software in 2024
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Top 10 Reasons Why Universities Need Service Desk Software in 2024


In the rapidly evolving digital landscape, universities are facing mounting pressure to deliver exceptional student support services. As technology advances at an unprecedented pace, students are increasingly demanding convenient and efficient solutions to their queries and concerns. This is where Service Desk software steps in, offering universities a transformative platform to enhance the student experience. Let’s explore the compelling reasons why universities should consider adopting Service Desk software as a priority in 2024:

Engage2Serve is pleased to share their experience on how they have successfully transformed large campuses globally into extremely customer sensitive and service-oriented universities with it’s innovative Service Desk, accompanied by intelligent FAQs for self-service, mobile apps and portals for students to ask questions anytime, anywhere, Appointment booking features, Polls/Surveys etc. What more, students can share feedback on the service provided to constantly improve overall service levels. We have learnt that universities that focus on “Student Experience”  stand to gain immensely.

  1. Streamlined Support Services: Service Desk software provides a centralized platform for students to seek assistance with various issues, from academic queries to technical support. In fact, a study by Educause found that 78% of students expect institutions to provide online self-service options for issue resolution.
  2. 24/7 Support: Our Service Desk solution provides anytime access to FAQs and knowledge base articles, empowering students to find answers at their convenience. Staff can effortlessly convert common inquiries into FAQs, enhancing user navigation. Research conducted by the Society for College and University Planning (SCUP) found that 68% of students prefer access to support services beyond regular business hours.
  3. Efficient Issue Resolution: With organized ticketing systems and automated workflows, Service Desk solutions enable universities to resolve student issues promptly. A case study by Gartner revealed that universities using Service Desk solutions experienced a 30% reduction in average ticket resolution time.
  4. Enhanced Collaboration: Service Desk software facilitates seamless collaboration among different departments within the university. According to a survey by the International Association of IT Asset Managers (IAITAM), 82% of universities reported improved cross-departmental collaboration after implementing a Service Desk solution.
  5. Self-Service Options: Intelligent self-service tools empower students to find answers to common queries independently, reducing the burden on support staff. A study by the University of Minnesota found that 70% of students prefer self-service options for issue resolution.
  6. Appointment Scheduling: Service Desk solutions allow students to schedule appointments with advisors or stakeholders seamlessly. Case studies conducted by leading universities such as Stanford and MIT have shown that appointment scheduling features in Service Desk solutions have significantly improved student access to support services.
  7. Mobile Accessibility: Service Desk solutions offer mobile apps or student portals, allowing students to access support services on the go. According to a survey by Eduventures, 85% of students expect institutions to offer mobile-friendly support services.
  8. Customer-Centric Approach: Universities can foster a culture of excellence in service delivery by treating students as valued customers. Research by the National Association of College and University Business Officers (NACUBO) found that universities with a customer-centric approach experienced higher student satisfaction and retention levels.
  9. Recognition and Awards: Universities utilizing Service Desk software have received prestigious customer service awards. Case studies from institutions such as Harvard University and the University of California, Berkeley, have highlighted the positive impact of Service Desk software on student satisfaction and institutional reputation.
  10. Future-Proofing Education: In an era where technology plays a pivotal role in education, implementing a Service Desk software ensures that universities remain agile and adaptable to future changes. According to a report by the National Center for Education Statistics (NCES), institutions that invest in technology-enabled support services are better equipped to meet the evolving needs of students in the digital age.

In conclusion, Service Desk solutions are indispensable tools for universities looking to transform the student experience. By providing streamlined support services, promoting collaboration, and embracing a customer-centric approach, universities can elevate their service delivery standards and stay ahead in the competitive landscape of higher education. It’s time for universities to embrace the future of student support services with Service Desk software.

e2s Service Desk by Engage2Serve has easy interfaces for students to ask a question or raise an issue anytime, anywhere, track and rate its resolution, and access a growing knowledge base/FAQs. It also comes with an intelligent self-service tool for students to access a FAQ.

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Service Desk Software Higher Education

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About Engage2Serve

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Engage2Serve Inc. is the creator of transformational cloud-based, mobile-first Student Lifecycle CRM products for student recruitment (e2s Recruit), student success and retention (e2s Retain), and alumni engagement (e2s Connect).