Is your university leveraging the chat on your website?

This blog was written for Click4Assistance and originally published on 2020/08/04. ↗️


One of the first places someone visits when they hear about your university is your website. They are looking for information, reviews, classes being offered, and contact information. Wouldn’t it be nice to have the option for them to contact your student services department directly while they are browsing your website? What happens if they are looking for something specific outside of office hours but cannot find it? Do they leave the website and possibly reach out to you in the next week? Has your university really maximised the use of live chat on your website? Never fear, Click4Assistance is here!

Conversational marketing is the latest kid on the block, and it’s here to stay. Our communication evolved from mail and telephone calls, then to SMS and instant messaging, then social media and emails, and now artificial intelligence conversational automation. It sounds quite complicated when put like that, but you have encountered this software in daily life already: Apple’s Siri or Amazon’s Alexa. We are already using conversational AI in our daily lives, so let’s use it to make our student communication more efficient and productive.

Sometimes potential students come onto your website and get stuck. They may be looking for a specific programme or field of study that they cannot seem to find on their own. But how can they quickly find it before they choose another university? When they first visited your website, Artie or Coni, the two resident Click4Assistance AI bots, greeted that potential student and asked if they needed some help. That prospective student is now able to ask Artie where the information is located, and Artie can provide the website link, or advise him if it does not exist. The student can then decide if he wants to leave his contact information for your university’s student team to follow up the next working day. This has happened at 2am, without human intervention, and that’s time saved for both the prospective student, and for your student services team.

But what if your prospective student is not quite sure what they are looking for? Coni, the form-bot, can be quite helpful here. Using a series of questions with multiple choice answers, the prospective student and Coni can drill down what they are looking for and Coni can either assist further or pass that student onto the next available student services team member. Should they not be online at the time, the information will be sent to them, and the student should be contacted the next working day.

This model works well for both your live chat on your website, and also for your social media direct messaging. Your student communication team cannot be online all the time, and this is where conversational AI can assist you. Your university’s communication will instantly go from “office hour availability” to “always online” as Artie and Coni are always online to assist your students. Social media direct messaging is also a great way to communicate with students as they all use social media daily, as opposed to some not even looking at email. It is a great way to remain responsive, while keeping your student services team lean, productive and efficient.

For over 15 years Click4Assistance has worked with universities just like yours to refine the UK’s best live chat software. When it comes to student communication, security and features, there are no software options out there that can compete. Fully GPDR compliant and 256-bit encryption in transit gives your university the peace of mind that your data is safe, secure and not processed overseas, so you don’t have to worry about the security of your data. The entire Click4Assistance team is based in the UK, along with the servers where your data is stored, so should you need assistance, we are all in the same timezone as you, and ready to assist.

Our dashboard is built remote working ready and accessible from any computer or laptop with a Chrome browser, so your student services team can seamlessly work remotely regardless of the circumstances. Productivity is instantly increased when your team uses Click4Assistance chat on your website, as the dashboard has everything in one place: live chat, video chat, social media direct messaging, artificial intelligence chatbot and form-bot, Click2Call, smartContact, meeting rooms and even your integrated CRM; eliminating the time wasted searching between various applications for the features the dashboard provides in one central hub. The Click4Assistance dashboard is also completely customisable, allowing individual team members to hide the distractions and features they don’t use, increasing productivity.

If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to increase your universities’ productivity for 2020, give us a call on 08451235871 or send an email to [email protected] and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.

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