In today’s competitive higher education landscape, universities need to ensure that they are providing a positive experience for prospective students. This includes effectively communicating with them and providing a personalized approach. A recent study by Edified found that a third of students had a negative experience when making enquiries to universities, with only a quarter of students receiving follow-ups. This highlights the importance of universities having a system in place to effectively communicate with students and provide a positive experience.
One of the key findings of the study was that not all enquiries are being responded to. This can be a major problem for universities, as students need to feel that the institution is engaging with them. A lack of response can create a negative impression and lead to students looking elsewhere. This is why it is crucial for universities to have a system in place to ensure that all enquiries are responded to in a timely manner.
Emails are the most commonly used channel for student enquiries, but this does not mean that universities should solely rely on email. Personalized communication is key in building a relationship with students. Universities should consider other channels such as WhatsApp, WeChat, and LinkedIn. By using these channels, universities can provide a more personalized approach and engage with students on a more personal level.
Sweden is a leading example when it comes to student enquiry experience. They focus on quality communication, being warm and engaging, and the content of communication being key. Universities need to adopt a business mindset, be proactive, and have an organized system in place. This includes adapting engagement methods and continually analyzing the effectiveness of these methods.
As students become more demanding, institutions need to adjust accordingly. The effective use of forms is important in streamlining the enquiry process, and unifying the CRM system can help ensure that all enquiries are responded to in a timely manner. This allows universities to keep track of all enquiries, ensuring that no student is left out.
Having the right team in place, doing the right tasks is crucial. Universities need to learn more about their students and build relationships with them. Understanding why they are not able to respond to all enquiries is important, and if they are responding, they should focus on quality and personalization.
One of the most important things universities can do is to understand why they are not able to respond to all enquiries. This can be due to a lack of resources, a lack of knowledge about the student, or a lack of understanding of the student’s needs. By understanding why they are not able to respond to all enquiries, universities can make the necessary changes to ensure that all enquiries are responded to in a timely manner.
In conclusion, universities need to ensure that they have a system in place for effectively communicating with prospective students. Personalized communication, the use of multiple channels, and a proactive and organized approach are all key to providing a positive experience for students. As the world of higher education continues to evolve, institutions need to adapt and continually analyze their engagement methods to stay ahead of the curve. Universities that are able to provide a positive experience for students will be more likely to attract and retain students, which is crucial in today’s competitive higher education landscape.
