Messaging for Higher Education
The use of messaging as a way to quickly connect with students and parents isn’t a new concept. Higher Education Institutions like Texas A&M implemented messaging well before the COVID-19 pandemic to increase their speed of acknowledgement and response times to inquiries. The use of messaging also increased student engagement.
The Coronavirus has taken the need for on-demand information to a new level. Local and state governments, like the City of Knoxville, have quickly implemented messaging to keep citizens informed during this time of uncertainty. Now, colleges and universities are following suit.
Here are 4 reasons universities are taking advantage of bots and digital channels, like messaging and chat:
- Provide 24X7, real-time updates to students
As calls regarding coronavirus updates continue to swell, colleges and universities struggle to keep pace with existing staff. Shifting calls to digital channels is one step that allows staff to handle multiple conversations at one time. In addition, bots are being used to help parents and students, who may have questions, that can be answered without needing to speak to a person. If a human is needed, visitors can type a word like “human” to quickly exit the bot conversation and speak to someone directly.
Your staff can handle multiple, simultaneous text messaging conversations at one time versus one phone call at a time. People don’t always expect an immediate response on text, giving your staff time to handle multiple, simultaneous conversations. Asynchronous conversations allow you to quickly scale and improve your level of service.
- Send proactive communications
The situation is rapidly evolving. As guidelines change, schools who want to keep their campus community up to date can send outbound, two-way conversational messages. Your school can maintain the trust and credibility it has earned with proactive, real-time updates..
- Deliver consistent and accurate information
The ability to broadly share information is another reason to consider using text messaging. Quiq’s messaging platform enables staff to save standard replies, called snippets, that can be shared with just a few keystrokes. This means that the same message can be consistently shared across multiple channels. For campuses with large student bodies, extended campuses, or satellite locations, this could prove to be extremely important as new information arises and institutional guidelines are adjusted.