Seneca College

Managed live chat for higher education case study

increased conversion rate

average response time

CSAT in chat

 

My live chat with Cassandra was great, she gave me all the information I needed to make up my mind!

Prospective Student, 2017

Seneca College uses The Chat Shop to engage with visitors and help navigate the admissions process. Instant, human connection goes a long way when students are considering a life-changing decision.

Seneca College is Toronto’s leading college providing the latest in hands-on computer technology and flexible schedules. They know that flexibility and accessibility in higher education are important for time-strapped prospective students. Seneca College uses managed chat by The Chat Shop to create conversations with candidates and get them interested in all Seneca has to offer through a data-backed, human understanding of prospective student behaviour with industry-best service.

The problem

Seneca College knew that to get in touch with time-strapped prospective students, they needed the best way to engage those visitors on their website. They brought together a team of agents and partnered with a managed chat provider to increase their admission numbers. But they didn’t see a bump in their conversion, prospective students completing marketing goals, or effective support.

How do you deliver a brilliant digital engagement strategy that generates genuine interest in your college, results in qualified leads for your marketing team and represent your institution with award-winning service?

Answer: Managed Chat by The Chat Shop

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Our solution

Seneca College needed a new partner who could not only deliver an effective digital engagement strategy, but also generate quality leads and deliver them straight into their CRM, all while representing Seneca as the perfect place to choose for college. After shopping for the right digital engagement strategy and software, they felt that only The Chat Shop’s blend of data-driven, award-winning, personalised service was the right fit. The Chat Shop provides a best-of-breed digital engagement solution to enhance Seneca’s marketing efforts and deliver an award-winning digital experience to prospective students.

We worked with Seneca to build an engagement strategy from the ground up, with their message to prospective students at the heart of everything.

Our specially integrated marketing targeting means Seneca’s PPC and SEO efforts earn them qualified lead data. This smart tool offering by The Chat Shop allows our experts to engage with prospective students at the right time, with the right message, personalised to their journey.

But how do you maintain the highest standards of customer service for a global university? Luckily, that’s our strong suit. At The Chat Shop, we’re proud of our diverse team. We scout for the absolute best native English-speaking chat experts. Our median team age is 23, so we know how to chat with students! And at any time, we’ve got 10 of those chat experts ready to help.

A chat with 99% customer satisfaction for a global college? That’s treating your prospective students right.

The results

Using the power of high-quality conversations, data-driven strategy deployment, and specialist training, The Chat Shop is able to help Seneca drive more admissions from their site.

The Chat Shop are proud to deliver our partners at Seneca a 99% in CSAT scores with quality conversations available any time, bringing those barriers to conversion down one with excellent service suited just to students. With our data-backed strategy, award-winning service, and best-of-breed platform, The Chat Shop gives Seneca a 4.7x increased conversion rate, meaning browsers aren’t just seeing Seneca College’s offerings, they’re becoming interested prospective students.