1) Meets students where they are
If you want to drive real, authentic student engagement at your school then meeting students where they are, on the platforms they’re using, is critical.
What DELO have found is that their target demographic all have different preferences in terms of the communication channels they want to use. This isn’t an issue for DELO, however. Using Gecko, they can easily flex between a range of different channels so that students can get in touch in the way that feels most comfortable for them. Anna explains more…
“With our audience of non-traditional students, there are varying levels of ability with technology. Some people want to talk on the phone, some want to text, some people only want to email, and some people just have a quick question they need answered on the chat. It’s important for us to be able to meet the student at their communication preference.”
2) Flexible communication, all in one place
One feature DELO really like about Gecko is that all of those different communication channels pull into one place. Using the live chat module, they can communicate with prospects using different communication channels, but it’s all in one system. This means flexibility for staff and students.
Anna explains, “If people fill in a form to find out more information, they’ll be added to an email communication campaign. And if they reply to those emails those replies will also come into the live chat conversations, along with the website chats and the text messages.
It also means they can quickly switch platforms. “We find that prospective students like to switch between platforms, so they might start off chatting on our website and then they ask us to text them, which our team can easily do.”