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

Owned by Denise Kidd
Nov 14, 2024
1 min read

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

 

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