The Full Story
Bunker Hill Community College (BHCC), located in Boston, Massachusetts, wanted to improve student engagement and retention, especially during the pandemic, when traditional methods, such as email, failed to reach students effectively. Students often used multiple email addresses, making communication inconsistent and record keeping complex.
BHCC implemented Gecko’s live chat and texting modules across their website, enabling students, especially those already logged in, to engage with staff via pop up chats, texts, and queue indicators. These chats are integrated with workflows and tied into the student management system to ensure authenticated and personalized support.
The results were significant. Over 39,000 unique conversations took place, even while the campus was fully closed, keeping students connected during a period of uncertainty. Additionally, Gecko’s tools enabled better cross team collaboration. Frontline staff in different departments could coordinate via live chat, helping streamline administrative redirects like financial aid questions that formerly caused confusion.
Corinto Cevallos, Business Analyst and Programmer at BHCC, lauded the system's ease of use: 'ease of use of Gecko, we’ve been able to set it and forget it. Maintenance has been pretty minimal!' Tags and dropdown forms within chat help route inquiries contextually, improving both service accuracy and reporting capabilities.
This seamless, cross department, digitally enabled strategy is now a key part of BHCC’s retention and support framework.