Last Updated on June 9, 2023 by Tony Fowler
You or probably someone you know is a nurse. Nurses are in high demand across the country as the Baby Boomer generation starts to think about retirement. As a result, nursing as a profession is becoming increasingly attractive to students looking to invest in a lifelong career profession.
But nurses have it tough when it comes to getting their pre-requisites done, core classes complete, their standardized testing completed, and finally getting certified as either a LVN or RN. This doesn’t even include nurses who have degrees in nursing such as BSNs or MSNs.
Studying to become a nurse therefore, is one tough nut to crack. This is where NRSNG steps in.
In this case study, we’re going to be chatting with Sandra Haws, who runs the Customer Experience and Support team at NRSNG to learn about how Re:amaze has helped reshape their customer experience offerings and boost customer satisfaction.
NRSNG Wants to be the Best Platform to Learn Nursing
Nursing students across the United States love using the NRSNG platform because they’ve realized that sitting through hours of lecture with pages upon pages of notes simply isn’t to best way to study anymore. NRSNG courses focus on core material and ensure students are prepared with “need to know” knowledge to help prepare for tests, exams, and certifications.
NRSNG’s platform is also created to adapt to a variety of learning styles. From hands-on learners to visual learners, NRSNG courses can leverage tools such as cheat sheets, care plans, flashcards, mnemonics, images, and case studies to help facilitate faster and more consistent absorption.
Treating Customer Satisfaction and Experience like Their Core Business
Take a minute to read the student testimonials on NRSNG’s website and you’ll quickly realize how much love and support the team gets for creating a platform that helps student learn faster.
By now, you’re probably seeing a pattern. Sandra’s team wants their support team to be fast and high quality just like their subscription service and they needed a solution to help them achieve this goal.
Some key features Sandra’s team needed from Re:amaze are:
- The ability to connect their email accounts to a single shared Re:amaze inbox so their team can collaborate together on them.
- The ability for their website and web app users to chat with their support team in an efficient way.
- The ability to have email and live chat customer support in one place. Re:amaze’s multi-channel inbox for email and live chat was perfect for Sandra’s team.
- The ability to create a Help Center and FAQ that helps educate their students about their services.
- Good analytics and reporting to help them analyze customer support performance.
- And social media integration so they can see and reply to all the great reviews and comments from customers.
Re:amaze Impresses the NRSNG Team and is Selected as the Customer Support Platform
Re:amaze has met all of our criteria to help us provide great customer support, and it has been a good tool to help our users meet their ultimate goals. – Sandra Haws, Head of Customer Experience and Support at NRSNG
Since adopting Re:amaze, the NRSNG customer support team has leveraged Re:amaze tools to reduce their response times to customers by roughly 50% across the board.
Sandra’s team started monitoring their peak conversation times with Re:amaze reporting’s Hot Spot Map and plotted out the days and times for when their team needed to be fully staffed and for when they need to hire additional team members to help customers. Growth is always top of mind for the NRSNG team and Re:amaze is expanding their capabilities more than ever before.
The NRSNG team also uses Re:amaze’s Satisfaction Surveys and Ratings feature to track customer feedback and identify problem areas. Getting ahead of customer issues and feedback allows the NRSNG team to improve their product and ultimately create happier customers.