The profile of today’s students (those with the spending power) is changing. Millennials and Gen Z share commonalities of being digitally native, time-starved and increasingly demanding. This, combined with the developments in chatbot tech and the preference and prevalence of messaging channels, have made it impossible for organizations to ignore the potentially huge impact it could have on their business.
With consumer expectation of instant forms of communications, chatbots offer 24/7 user engagement. Unlike their human counterparts, chatbots can perform tasks 24 hours a day, 7 days a week meaning consumers no longer have to wait significant amounts of time for a response. This leads to greater satisfaction, improved loyalty and customer lifetime value as well as being a nice competitive differentiator.
That’s not to say human interaction in customer service or student experience will become obsolete.
We believe that the most transformative results will be seen when man and machine work together. Automation in customer service isn’t designed to replace humans but to free them from repetitive, manual jobs, allowing them to focus on higher-impact, more valuable tasks that require a human touch. Chatbots might be available 24/7 but there will still be a need for humans in more complex aspects of customer service or in situations where customers or students prefer or need face-to-face assistance.
Chatbots also let you as an institution get a better understanding of your students. By integrating chatbot technology with existing CRM or marketing platforms, you can collect vast quantities of very detailed information on an individual level. As an organization, you can start to build a very detailed profile of each student, their preferences and past behaviors and use this information to improve and personalize any future communications.