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How do you consistently engage students across the touchpoints of their education journey?

Education has evolved significantly over the past few years. Technology is playing an increasingly important role in this evolution. This provides limitless opportunities to improve student experience and quality of life. It is important to meet the needs of students and provide them with quality educational services that match their expectations. These expectations often come from the commercial market.

In this article, we will explore ways to personalize student experience. This will be done at every point of contact between a student and the university.

What are students’ expectations?

What can the university do to make students feel engaged at every step of the educational journey?

What are the student’s communication expectations?

Many students would like universities to communicate with them more through personalized alerts and messages. Only half of the students believe their university provides a personalized experience that’s tailored to their needs. Whereas,27% of students who responded to the survey assumed their university depended on outdated technology to support them.Surveys on students show a clear need for increased personalization and cutting-edge technology.

Students need quick information

Students expect to be able to access university information on their mobile devices, which they carry with them at all times. According to a survey conducted by Educause (2021), 91% of U.S. students believe using mobile devices is important for their education.

Students frequently require quick access to information such as a calendar, class schedule, and grades. The system must have a simple interface so that they can quickly and efficiently navigate through the apps and find the information they need.

Access to academic institutions on the go

Education experience trends direct students’ life to mobile apps. Service portal messages can notify students of important education-related events, such as upcoming exam dates, changes in class schedules or new announcements from the university. Students’ requirements also include the ability to communicate with other students and lecturers, for example through a discussion forum or chat in the mobile app.

Alumni engagement across the student relationship lifecycle

Alumni engagement in students’ life is not only an essential part of building a strong academic community, but can also contribute to the student journey. It is important for universities to start preparing students for alumni relations during their studies. Proud alumni can serve as effective brand ambassadors for your university. They will share positive reviews and recommendations with their peers and on the internet.

From an alumni perspective, keeping in touch with the university and other graduate students has many benefits. It provides an opportunity to network with other people who are from the same education institution but have different career paths. This can generate new business relationships. Sharing of knowledge and experience can be mutually beneficial. This is why alumni want to participate in events organized by the university, where they can meet new people, expand their horizons and build their personal brand.

How to upgrade the student experience development with academic technology?

Personalize communications

Establish scheduled communications with students on platforms they use all day to help meet their communication and technology needs. They are familiar with text messages, social media, or email.

Send messages to students informing them of university events they might want to attend. Institutional news and reminders to register for classes will be helpful. You can also send personalized alerts to remind them of upcoming advising appointments or career development opportunities.

Provide access to information at any time

Students need access to information during each stage of their educational journey. Provide online student services with various functionalities, such as viewing schedules, checking exam results, and viewing course materials.

Deliver notifications of updates related to courses the student is following and university-related events. Remembering security and student privacy. Universities should take care of the security of the data they process and use appropriate safeguards.

Student experience

Online student service

Make student services fast and effective

Providing quick and responsive service that addresses students’ needs and concerns is key. This can be achieved by implementing a student success platform, such as a contact center. Conversational chatbots are also a great way to give students the help they need 24/7. Chatbots are more interactive than simple web searches. Students can be served by chatbots to answer frequently asked questions, and institutions can automate helpful responses, saving time for staff.

By collecting a lot of data about students’ results and activities, you can get a 360-degree view of each student, which allows you to surround them with care and avoid problems. The interface screens show a reflection of the support management process for university students in the areas of housing, education mentoring, and financial aid.

student experience

Student Success Hub for Higher Education


Student experience

Student Success Hub for Higher Education

Student experience challenges for Universities

A personalized student experience is crucial for universities to meet the expectations of their students and provide them with quality educational services on an advanced service portal. Additionally, universities need real-time data to manage diverse student needs. Service portals can be reliable sources of actual data that can be used for a new experience roadmap. By analyzing the student 360 degree view, universities are more capable of reinventing student services, and can consistently engage students across the touchpoints of their educational journey and help them succeed.

Case Study

Salesforce Marketing Cloud

Marketing automation
at the University

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