CUSTOMER STORY

When grad-school applicants get stuck, resolve it right on the admissions system screen

As application deadlines near, inquiries cluster around browser compatibility, document uploads, identity verification, and payment. An agent can view the applicant's PC or mobile screen together, check the current step and error messages, and guide the needed settings and reconnection steps in order.

ClientKAIST

ProductANYSUPPORT · PC + Mobile

Use TypeEducation·Research · External support

BACKGROUND

Background

UsersGraduate applicantsAdmissions officersIT support staff

Challenge

Inquiries surge near the application deadline, and applicants' PC and mobile environments all differ, so the phone alone makes it hard to pinpoint the cause.

Key Objective

The key is to build a step-by-step instant-support system so that an interrupted application does not turn into a dropped application.

After

Eased inquiry surges near deadlines
Fewer applicant drop-offs and repeat inquiries
Keep consultation, action, and completion data as standard records for operational improvement

SCENARIO

Remote Scenario

Graduate applicant

Receive applicant inquiry

Inquiry no. · consent

Admissions officer

Send access link

Session ID · agent

Admissions officer

Check PC/mobile screen

Issue type · action log

IT support staff

Fix the error cause

Approval · handoff · change

Detailed Scenario

As application deadlines near, inquiries cluster around browser compatibility, document uploads, identity verification, and payment. An agent can view the applicant's PC or mobile screen together, check the current step and error messages, and guide the needed settings and reconnection steps in order. The key is to build a step-by-step instant-support system so that an interrupted application does not turn into a dropped application.

OPERATION

Security Controls

Separate student and staff users
Minimize viewing of academic/research screens
Control file-transfer policy
Retain consultation and outcome logs

Operational Risks

Customer anxiety about remote support
Risk of exposing sensitive-input screens
Ending sessions without confirming completion

PERFORMANCE

Recommended KPIs

Average handling timeBaselines and targets to be set from real operational data

Remote consultation completion rateBaselines and targets to be set from real operational data

Repeat-inquiry rate (same cause)Baselines and targets to be set from real operational data

Digital channel completion rateBaselines and targets to be set from real operational data

Rollout Phases

1. Design

Define external-support targets, consultation scope, connection paths, and agent groups.

2. Apply

Deploy ANYSUPPORT in the PC+Mobile environment and validate operating scenarios with representative inquiry types.

3. Optimize

Analyze consultation data around average handling time and remote completion rate, and expand standard playbooks.

When grad-school applicants get stuck, resolve it right on the admissions system screen

Background

Challenge

Key Objective

After

Remote Scenario

Receive applicant inquiry

Send access link

Check PC/mobile screen

Fix the error cause

Detailed Scenario

Security Controls

Security Controls

Operational Risks

Recommended KPIs

Rollout Phases

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