2024-11-14 Ocelot LABS: Maximizing Student Engagement with Text Messaging

CSU Long Beach

Omnichannel engagement

1. Two way msging - initiate/engage

2. Virtual asst - 24/7 support

3. Live asst - human centered support for hands-on help

Compelling stats

• 98% texts opened

• 97% VA answers resolves issues

• 3% can’t be handled

Text response rate than email open rates

Important to coordinate to prevent oversaturation

Introduce texting early on at orientation

Create cohort-specific campaigns

Avoid errors by double-checking campaigns

Emphasize the benefits of staying subscribed

Make content simple and clear - identify who’s sending and who it’s sent to

Students usually receive responses in 2 business hours

Campaigns usually just stay open so students can text back at any point.

Convos not stored in SIS