They’re here to help – and they’re really good at it.
For the sixth consecutive year, the staff of the Pueblo Community College Customer Solutions Center won a LiveHelpNow annual award for best customer service.
LiveHelpNow is the company whose live chat software is used by PCC. Organizations are ranked based on metrics such as average chat time, operator responsiveness, chat volume and customer survey results.
“We’re the only college or university on the platform to win it six years in a row,” said Richie Ince, CSC director.
Ince and specialists Cheryl Ayala and Robin Romero comprise the team that responds to every request. Anyone who clicks the chat button on PCC’s website or texts the chat number (719-549-3200) gets a reply from a human, not a bot, whether the inquiry is for PCC’s main campus in Pueblo or its locations in Cañon City, Mancos and Durango.
In 2024, the CSC conducted 3,341 live chats and answered 28,097 phone calls. The average survey rating from students was 4.6 out of 5.
Though most questions come from current and prospective students, the CSC isn’t only for that group. It’s for anyone who has a PCC-related question, whether they’re faculty, staff or members of the community.
“We’re here for everybody,” said Ince.
