CMSD Invites Feedback Through ‘Let’s Talk’ Platform
The Cleveland Metropolitan School District (CMSD) has launched a new customer service platform aimed at improving communication and interaction with its community. When visiting the district’s homepage, users will find an orange tab on the right labeled “contact us.” Clicking this tab directs users to “Let’s Talk,” the district’s new platform for customer service.
Features of ‘Let’s Talk’
Users of ‘Let’s Talk’ can engage with an AI-generated chatbot for real-time feedback and information, or they can submit messages via email using various prompts to guide their inquiries. According to Krista Coleman, Chief Customer Officer at K12 Insight, the company behind the platform, once a question is submitted, it is routed to the appropriate person who will respond within 24 hours.
K12 Insight, based in Virginia, provides software that facilitates easy communication for students, employees, parents, guardians, and community members, ensuring accurate responses within a day. The platform also supports multiple languages and allows users to rate their experience.
Benefits and Insights
The new platform helps CMSD gauge school climate and understand community feelings through data collection on who is reaching out, their reasons, frequency, and overall satisfaction. This data-driven approach aims to create a more efficient and tailored experience for both users and the district.
With K12 Insight serving over 500 districts nationwide, including Indianapolis Public Schools and Philadelphia City School District, CMSD is joining a network of schools that prioritize customer service. The tool supports the district’s efforts to retain students and staff amidst various challenges, including increasing student needs and teacher burnout.
Implementation and Training
CMSD has rolled out ‘Let’s Talk’ across all school campuses after a successful soft launch last year. More than 200 staff members have been trained on the software. Shirrell Greene-Joe, CMSD’s Director of Customer Experience, emphasizes the importance of the tool, stating, “We want them to know that this tool is there. We are listening, and we want to hear from them.”
The district’s initiative is a result of community listening sessions and part of a decade-long effort to enhance customer experience. To date, ‘Let’s Talk’ has received approximately 3,600 dialogues, achieving an average customer service score of 7.6 and a response time of 0.6 days, well within their 24-hour goal.
Cost and Accessibility
K12 Insight’s pricing varies depending on the size of the district but generally ranges from $4.50 to $5 per student, with discounts available for multi-year contracts.
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