With a multitude of daily tasks to accomplish such as managing enrollment and admissions, coordinating classes, and interacting directly with students, schools and institutes of higher education have a serious burden, when it comes to communications management.
An omnichannel messaging solution can help coordinate tasks and foster student engagement, by providing multiple communications channels (SMS text, email, voice, chat, and social media), self-service and automation options, access to online educational resources, and vital feedback from the student body.
What is Omnichannel Messaging?
Omnichannel messaging is a communication strategy that focuses on providing a seamless and consistent experience across multiple communication channels. It differs from multi-channel messaging, in that an omnichannel system streamlines all communications under one centralized platform, ensuring a unified and consistent experience, no matter which communication channel you use.
Recent studies indicate that an omnichannel strategy reduces administrative duties by 30%, and that 45% of school and university employees believe integrated communication platforms help task management and interdepartmental collaboration. What’s more, 67% of parents prefer a convenient and adaptable mix of email, chat, and SMS for school updates and communications, while 86% of students want their educational institutions to offer easy-to-use digital communication tools.
Clearly then, for communications and task management in an educational setting, omnichannel messaging is the way to go.
10 Ways in which Omnichannel Messaging Enhances Student Engagement in Education
Fostering student engagement in educational establishments of the digital age requires a holistic approach, in which technology plays an important role.
[Image source: classpoint.io]
Here are ten ways in which omnichannel messaging technology can contribute:
1. SMS Text Messaging for Updates and Alerts
Rather than depending solely on email, 90% of students and parents would feel more comfortable with the option to receive immediate updates by text message or mobile app notifications.
Educational establishments can use Short Message Service (SMS) text to send students reminders about application deadlines and other important events, information about campus tours, application updates and reminders, and instructions on what a student should do in the next phase of their enrollment.
With IDT Express Omnichannel Messaging, schools can use SMS to reach all mobile users instantly – and benefit from high open rates and personalized interactions.
2. Voice Communication for the Human Touch
Schools and colleges can use inbound call centers to provide direct assistance from human operators with application and admissions questions, financial aid support, help desk services, and other queries.
Using a sophisticated communications platform like IDT Express Omnichannel Messaging, schools can effectively coordinate their outbound calling to contact prospective and current students, provide updates and assistance, and remind students of important deadlines and dates.
3. Chat for Rapid Fire Communications
Prospective students can use chat services throughout the application and enrollment process, to get quick answers to their queries concerning their applications, financial aid, campus life, and other issues.
With a system like IDT Express Omnichannel Messaging which offers Application Programming Interface (API) integration with various business systems, schools can also use chat to provide help desk services and other support functions.
4. Email as a Communications Supplement
Though it has the potential for messages to get lost in a full inbox, educational institutions can use email as a supplement to other forms of messaging for follow-up on important transactions, providing archives of important documentation, and to send information to prospective students.
5. Social Media for Conversations and Information Dissemination
Schools and colleges can harness the power and reach of popular social media platforms to create interactive learning communities, or to create dedicated forums with spaces for discussions, collaborations, and the sharing of resources.
Institutions can foster engagement and enhance the student experience by posting daily updates, highlights, and interactive content on a number of different platforms. With IDT Express Omnichannel Messaging for example, schools can streamline their social media communications strategy across a wide array of channels, including WhatsApp, Viber, Telegram, Facebook Messenger, Wix, and Instagram Messenger.
6. The Provision of Self-Service Options
Research shows that 58% of students prefer self-service or digital communication options when engaging with their educational institutions. With an omnichannel messaging solution like IDT Express, schools can provide a range of self-service options. These might for example include a dedicated knowledge base, Frequently Asked Questions (FAQs), or resources for download.
Self-service provides students, parents, faculty, and other stakeholders with 24/7 support, and frees staff of the institution for more high value tasks.
7. Chatbots for Direct Interaction and Reduced Workloads
Chatbots powered by Artificial Intelligence (AI) can help automate administrative processes, and provide a direct and conversational line of interaction with the student body that can serve a number of purposes.
[Image source: gupshup.io]
For example, during the admissions and onboarding process, dedicated chatbots can guide prospective students through application forms, deadlines, and document submissions. Once they’re part of the student body, chatbots can provide learners with resources like study guides or links to reading materials, as well as answering queries about courses, exam schedules, deadlines, and campus activities.
8. Gamification for Enhanced Learning
Infusing the learning experience with a sense of immersion and interactivity can make students more engaged with their material. Schools can encourage this by turning educational content into interactive digital games, which promote active participation and a competitive spirit. Other avenues include using Virtual and Augmented Reality technologies to create virtual field trips, simulations, and 3D models that enhance understanding.
Porting these scenarios to social media platforms can increase their reach, and create a sense of community. For instance, with Instagram Messenger integration on IDT Express, schools can expand their reach to a visually-oriented audience, or tap into Viber’s extensive user base for vibrant and multimedia-rich communication.
9. Access to Online Education Tools
Using an omnichannel messaging platform, schools and colleges can provide students with access to online educational tools such as documents, video tutorials, webinars, and podcasts.
With API integrations like those provided by IDT Express Omnichannel Messaging, educational establishments can also give students direct access to online courses and eLearning platforms.
10. Creating Student Feedback and Response Systems
Hearing directly from the students themselves what they like and dislike about the institution and the way that it’s run provides schools and colleges with the vital feedback they need to optimize their courses and administration.
With an omnichannel messaging solution, administrators and teaching faculty can easily distribute surveys and directly request feedback from members of the school community. For example, this might include sending SMS questionnaires, post-call surveys, or email forms.
The omnichannel communications platform may provide analytics and reporting tools that also provide valuable insights for improving how the school runs. For instance, IDT Express Omnichannel Messaging includes tools for tracking the performance of your messaging campaigns, monitoring engagement, and gathering insights to optimize your communication strategy.
A Final Recommendation
Schools, colleges, and institutes of higher learning looking to benefit from omnichannel messaging need a platform that truly fits their needs.
IDT Express Omnichannel Messaging provides reliable coverage across the globe, ensuring that your messages reach your audience, no matter where they are. For a true omnichannel experience, IDT Express offers the convenience of managing 15 different messaging apps all in one place. A flexible failover system guarantees that your messages always find their way, even in challenging scenarios.
With IDT, your school can easily issue notifications and alerts, to keep your students and staff informed with general information that matters – and to ensure that important dates, appointments, deliveries, and renewals are never missed.
IDT’s intelligent ChatBots can automate responses, handle routine queries, and create personalized interactions, providing a seamless and efficient experience for all your users.
To find out more about what IDT Express Omnichannel Messaging has to offer your school or institute of higher learning, book a demo today.
