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How Higher Education is Fighting High Dropout Rates

The roles within student services are incredibly varied, but they always have one underlying goal in common – improving the student experience. With dropout rates now at 40% in North American colleges and at 50% at public universities, delivering a positive student experience is becoming essential to curbing high dropout rates. 

Unfortunately for student services, student expectations have never been higher. Today’s students expect their school to offer them fast, convenient, digital support that many are falling short of. 

In this blog we’ll look at four of the ways that schools, and particularly student service departments, are providing their students with the support they need – and in the process, are lowering dropout rates. For a more detailed exploration of how to reduce dropout rate, take a look at the cheat sheet below. 

How Student Services Can Improve the Student Experience & Reduce Dropout

How Student Services Can Improve the Student Experience & Reduce Dropout

Learn how student services can provide student support that curbs dropout rates and fosters happy, successful students by adopting new tools, technologies, and strategies.

Click here
Cheat sheet

1. Introducing live chat to boost engagement

60% of Gen Z say that they “hate calling people” so it’s no wonder that students in colleges and universities today want another way to connect with their schools. This avoidance of phone is limiting student engagement which has been shown to decrease student satisfaction and increase dropout rates. Thanks to a familiar and easy to use chat interface, live chat is quickly becoming students preferred channel of communication with their school.

2. Offering around the clock chatbot support

Today’s students have grown up used to the idea that they should receive support at any time of day. 72% of Gen Z say that they “expect to interact with someone immediately” when they contact a company. Only chatbots can offer 24/7 support without soaring staff costs. By offering 24/7 support, schools can also more easily reach current and prospective students in other time zones. 

3. Messaging on student terms with SMS

While live chat dramatically increases student engagement, offering SMS support takes this up a level. Thanks to the immediacy of mobile communications and the whopping 98% open rate of SMS, this is the most effective way to connect with students. Using an SMS outreach service, schools can leverage this high engagement to send announcements, exam reminders, event news, and so much more. This helps schools to build relationships with their students, fostering loyalty as well as engagement. 

4. Providing personalized omnichannel engagement

More than just connecting with students, colleges and universities need to demonstrate their care to students through personalized support. 61% of Gen Z say that they “expect companies to anticipate [their] needs.” To meet this high standard, today’s schools must adopt omnichannel student engagement. Through an omnichannel student engagement platform, every channel is connected into one platform. As a result, all the information within each channel is connected too, providing the support agents with a wealth of information about every student they speak to, and empowering them to provide more personal and helpful support in every conversation. 

Wrap-up

To meet the needs of today’s students, higher education must provide student services that are convenient, fast, personalized, and available any time of day. For a more in-depth look at how schools can reduce dropout, download the cheat sheet below.

How Student Services Can Improve the Student Experience & Reduce Dropout

How Student Services Can Improve the Student Experience & Reduce Dropout

Learn how student services can provide student support that curbs dropout rates and fosters happy, successful students by adopting new tools, technologies, and strategies.

Click here
Cheat sheet

About Kate Rogerson

Kate is the Content Marketing Manager at Comm100. She has extensive experience in content creation for technology companies across the world, including the UK, Australia and Canada. She specializes in B2B messaging, branding and soccer trivia.