Outcome 1: being able to support students remotely
Live chat has meant that the advisory team at Bunker Hill are able to have these important conversations with their student body, even when the campus has been closed. Whether it’s one quick question or a long, complex conversation, that service has remained available. When you think of all the uncertainties during the pandemic, this service is critical.
“There’s been a lot of usage of live chat at Bunker Hill. We ran some numbers about nine months into the pandemic and we found that there were about 39,000 unique interactions, all unique conversations, that were happening. This was when the school had been completely shut down.”
Outcome 2: more cross-functional collaboration
The Gecko engagement modules, live chat and texting, have now both been adopted and have received a positive reception internally at Bunker Hill. Corinto does the training and staff are always enthused about what they see and the potential there is.
One of the big parts that Corinto focuses on is the collaboration piece; how they can use the Gecko platform to connect team members across different departments to create a more cohesive experience.
“The example I always use is our Veterans Center. A lot of our students come from various different walks of life. Prospects with an active duty background may have to contact multiple departments because of the additional steps they have to take in order to pay for their courses or things of that nature.
“In-person, they may be sent to different offices but, in the Gecko ecosystem, we can do it seamlessly.”
Outcome 3: an enhanced student experience
The real impact of that cross-functional collaboration, of course, is on the student experience. Instead of a disjointed experience, students are quickly connected with everyone they need, ensuring that they get all the answers they require.
“When students approach our frontline staff with questions, they help direct them to where they need to be. If they have questions about financial aid, for example, they connect them to the area of the college that helps with student services such as financial aid.
“That’s a very common bounce students experience in any institution. But with live chat, it’s much more smooth.”