BlackBeltHelp

Randolph-Macon College

How Student Engagement at Randolph-Macon College enhanced with BlackBeltHelp’s AI Chatbot Solution

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About Randolph-Macon College

Founded: 1830
Total Enrollment: 1,500

Randolph-Macon College is a distinguished private, co-educational liberal arts institution situated in Ashland, Virginia, United States. Recognized among U.S. News & World Report’s top 150 national liberal arts colleges, Randolph-Macon College boasts a strong commitment to academic excellence and student success. A significant percentage of students receive financial awards, with scholarships and grants averaging over $25,900 from various sources.

Website: https://www.rmc.edu/

The Challenge

Before integrating BlackBeltHelp’s chatbot solution, the college faced delays in addressing support requests due to manual handling, coupled with staffing and resource limitations. Students often experienced difficulty accessing pertinent information and navigating complex systems, leading to frustration and dissatisfaction.

Randolph-Macon College encountered various challenges, including:

  • Providing round-the-clock support to meet student needs effectively
  • Improving response times for timely assistance
  • Enhancing student access to essential information and resources
  • Elevating student satisfaction levels
  • Minimizing operational costs to optimize resources

The Solution

BlackBeltHelp implemented Chatbot across various departments, including IT, Admissions, Records, Registration, Financial Aid, Accounts Receivable, and Counseling Services.

The Impact

  • Provision of round-the-clock support to students, ensuring assistance whenever needed
  • Timely escalation of end-users’ issues for prompt resolution
  • Achieved an impressive 98% Chatbot Resolution Rate
  • Maintained a high 90% Satisfaction Rate among end-users

In Their Words

“We deeply appreciate the dedicated efforts of the BBH team over the years in enhancing the utility of their solution. Their commitment to continuous training and product refinement, including the addition of features like tabbing and menu structure, has significantly contributed to the maturity of the product. It has proven immensely beneficial to our institution.​”

Christine Pimblett
IT Service Desk Lead​
Randolph-Macon College​​