Executive Summary
"This case study examines how a mid-sized university used Jiffy's Knowledge Agent and Analytics Dashboard to reduce support workload by 40% while identifying key areas for improvement in their student outreach strategy."
1. The Challenge
Educational institutions face a cyclical deluge of repetitive queries. Admissions offices are overwhelmed during application season, and financial aid departments are buried under questions about deadlines and forms.
Traditional support channels (email, phone) are resource-intensive and offer limited visibility into what students are actually asking, making it difficult to be proactive.
2. The Jiffy Solution
The university deployed Jiffy's Knowledge Agent to handle common queries regarding admissions, courses, and campus policies. Crucially, they utilized the Jiffy Pulse dashboard to monitor real-time analytics.
3. Analytics in Action
The data revealed insights that the administration had previously missed:
1Geographic Insights
Insight: The "Geographic Intelligence" map showed 40% of queries coming from a specific non-local region they hadn't targeted.
Action: The admissions team launched a targeted digital outreach campaign in that area.
Result: A 25% increase in applications from that new geography.
2Topic Trends
Insight: A sudden spike in "scholarship" and "financial aid" queries occurred in early March, two weeks before they expected it.
Action: They immediately prioritized a dedicated scholarship FAQ email blast.
Result: Support ticket volume related to aid dropped by 30%.
3Peak Hour Optimization
Insight: 70% of chat activity occurred between 7 PM and 11 PM, when staff were offline.
Action: Support staff hours were shifted to cover evening peak times.
Result: Improved response times for complex queries that required human escalation.
4. Measurable Impact
- 40% Reduction in overall support workload.
- 3x Faster query resolution for students.
- Data-Driven resource allocation for the next academic year.
5. Key Takeaways
Analytics reveal what institutions can't see otherwise. By transforming chat logs into institutional intelligence, Jiffy Pulse enables proactive decisions that improve both the student experience and operational efficiency.