1) Being able to anticipate student needs
“The integration means we can solve problems without students even having to open their mouth – we can get all the information we need from their timeline. It gives us the ability to reach out to prospective students and anticipate their needs before they articulate it.
“By capturing the data in advance we can then be proactive and send out an email that says, ‘We’re having this specific workshop – would you like to attend?’ or, ‘We’re having this financial aid session you may be interested in?’ We can give them the support they need.”
2) Increased specificity and personalization
“When we see prospects asking about certain topics through chat conversations and then searching for it on the website and then making a phone call, we can identify trends.
“Maybe a student isn’t sure if they meet a certain requirement or they’re out of state and they want to know what the A-G requirement looks for out of state? We can help them by adding them to the mailing list of our out-of-state events, or let them know about college fairs we’re attending in their area where we’re doing application workshops.”
3) A consistent brand message
“The integration increases communication across multiple functions and it makes sure teams are consistent with their communications across different teams and people. It means that different teams at UCI can be fully united front who are all saying the same thing.
“We’ve also utilized a way of archiving conversations that will keep that consistency and inform us how to best help students. If we know students are having challenges with a particular topic we can make sure they get the same answer, whoever they ask.”
4) Accountability for our staff
“A lot of students will come to the team at UCI with all sorts of inquiries. Every time a student speaks to us, either in person or online, we track it. Now we know who talked to who, what’s being said, and how we can be more effective communicators.
“It’s also reassuring for us to have all these interactions on record. We know exactly what has been said and there’s no room for interpretation. In the current climate of higher education, it’s important we have a record of student conversations.”