We’ve seen a real uptake of universities using our one-to-one live chat during the busy Clearing period. Most of our clients implemented one-to-one live chats to give students another way to connect with them, so it often ran alongside traditional phone enquiries but also their newer social media channels like Facebook. But what’s great about our clients is how they often think outside the box and really embrace using live chat in a variety of ways in order to better engage with their audience.
So, we put together a handy list of how our clients were using one-to-one chats throughout Clearing.
Those who used the technology to make actual offers to students did so by asking the relevant questions during their one-to-one chat sessions and the inputting them into their CRM to create the offer. They were able to tag each conversation too which allowed them to report on the chats at the end of the day to see how many offers had been made but also other analytics such as what course the student had enquired about.
The universities who had asked their student ambassadors to host the one-to-one chats were able to offer advice on all manner of things including completing the online application form or providing links to course entry requirements. It also provided a communication point when phone lines were engaged.
A number of our university clients have implemented our free plug-in API that creates a live chat button directly on their website. This allowed students visiting the relevant pages on the university website to access the live chat directly. Generally, we saw an increase in conversations on the day for clients using the plug-in over those who promoted the chats in other ways.
As well as using the data reporting functionality on the Meet & Engage platform, we’ve also integrated with a handful of university CRMs too. This allowed our clients to easily and quickly create Single Sign-On emails and send them to interested ‘would-be’ students and direct them towards their one-to-one live chats hosted on the Meet & Engage platform. There’s also access to a bespoke report that the teams could download at the end of each day and upload onto their CRM to update individual enquiry details.
As a whole, it’s been hugely encouraging to see the success of the one-to-one chats for our Higher Education clients and shows that the generation applying to university today see live chat as a standard way of communicating with an institution. Here’s some of the feedback that our clients received after using one-to-one chat during clearing:
“This way of chatting online is so useful.”
“I was helped by [name removed] and she was great and sorted my problem. With live chat it was instant with no waiting in a long line of phone callers. Brilliant idea that works.”
“Very quick and detailed response.”
If you’d like to find out more about Meet & Engage and how it could be used to support your student marketing or careers service teams, feel free to give us a call on +44 (0)20 3384 5058 or contact Sarah, our Higher Education expert at firstname.lastname@example.org