Today’s guest post on the IWMW blog is from Gemma Baker, a Marketing Executive for the UK web chat provider Click4Assistance. Click4Assistance are a sponsors of the IWMW 2019 event.
No two students are the same. They will have different preferences, this can include anything from how they study, their interests and even the way they contact the campus etc. Independent research continues to show that young adults between the age of 16 and 25 prefer to communicate via text-based channels rather than traditional methods such as phone.
This is Where Click4Assistance Comes In
Established in the early noughties, Click4Assistance provides over 25% of UK universities with a complete digital communication solution. The ‘Experiences’ software encourages potential and existing students to contact campus staff in a manner that is efficient for university operations and isn’t heavily reliant on resources.
Here are just some of the channels available in the Click4Assistance solution and how universities have applied them into their student engagement strategies.
Web Chat Software
Web chat software is an instant text-based communication channel that connects the student directly with a member of staff, in a 1-to-1 real-time session.
Majority of universities will use web chat for course enquiries, with the ability to scale up their number of advisors specifically for the Clearing period. This allows them to answer more potential students’ questions in a timely manner. The University of Bradford, Leeds Beckett and the University of Surrey plus many more have implemented web chat in this way.
Others such as the University of Liverpool have optimised the chat service to assist students that have just enrolled or are existing, with their accommodation enquiries. Whereas some universities will use the chat link away from their website, including it within welcome emails and social media posts. Royal Holloway implemented the Click4Assistance solution to hold virtual open days, where potential students can easily speak to as many departments as they need to without even visiting the campus.
Meeting Rooms provide the ability to host Q and A sessions to multiple participants, regardless of their location. This is perfect for universities to provide information to several students at once reducing the advisor’s time spent on duplicate enquiries.
The University of Essex also uses Meeting Rooms to promote ‘Welcoming Groups’. This allows international students from the same country to digitally meet each other before starting the semester, enabling them to form friendship bonds that help them settle into university life more easily.
Another way for universities to encourage international students to contact the campus is with Click2Call. This channel allows students to request a free phone call with university advisors from anywhere in the world, reducing any expensive call costs.
We are unable to disclose who uses this channel; however it has been implemented very successfully within the international/admission departments of certain universities.
Sponsoring IWMW 2019
Click4Assistance are Gold sponsors of the event; we will have a stand within the Dreadnought Building where registration and breaks will be held. Come see our solution live in action where our representatives will be showing demonstrations of the communication channels that have proven to increase student engagement
Our speaker will also be taking part in the plenary panel session “Supporting Institutions in Changing Times”. This will be taking place at 14:00 – 14:45 on Wednesday 26th June 2019 in the Stockwell Street Building (Room LT003).
To find out more information about our company and digital communication solution before the event visit our website.
We look forward to meeting you at IWMW 2019!
Gemma Baker is a Marketing Executive for UK web chat provider Click4Assistance, with a range of knowledge in live chat software and customer engagement channels, customer service methods and improving online business.