Long queues, endless email chains and stacks of paperwork overwhelm existing and prospective students. In fact, 60% of students are unaware of the full scope of services offered to them at their college or university, highlighting a significant gap between student needs and institutional support.

Getting the help and support they need shouldn’t be more difficult than a last-minute quiz. And for your admin staff and student advisors? Don’t get us started on what they have to go through.

Luckily for educational institutions, those days are as outdated as flip phones and dial-up internet. Welcome to the era of instant, on-the-go student support, courtesy of Cue and WhatsApp live chat. 

Class is in session. In this guide, we'll teach you 8 ways educational institutions can leverage WhatsApp live chat to support students. We’ll focus on:

• How educational institutions can use WhatsApp for better student support

• How to turn WhatsApp into your educational institution's primary student support channel

• Why WhatsApp live chat is ideal for student support

Why WhatsApp live chat works for educational institutions

WhatsApp is where the students are. It’s their go-to for everything from memes to making plans, so why not make it their go-to for support too? Here’s why WhatsApp live chat works for educational institutions:

Instant accessibility: 97% of students own a smartphone. Today's college and university students are digital natives. WhatsApp's diversity and convenience mean students always have access to support and student advisors in their pockets.

Resolve issues faster: Customers and students alike expect near-instant responses when they have queries. With a minimum response rate of 35%, WhatsApp is ideal for helping students and answering questions faster. 

Multi-media capabilities: WhatsApp allows live agents to share documents, images, and secure URLs, making complex explanations easier.

Privacy and security: With end-to-end encryption, students can feel secure discussing sensitive topics like financial aid or mental health concerns.

24/7 availability: Student life doesn't stick to 9-5. WhatsApp allows students to engage with chatbots and express their concerns, offering round-the-clock support. Educational institutions can use auto-responders to assure students that their query is being attended to and live agents can immediately respond when they’re back online.

8 ways to support students with WhatsApp live chat

Now, let's dive into the nitty-gritty of how to make your WhatsApp live chat a student support superstar:

1. Course registration support

Navigating course registration can often feel like a maze, leaving students frustrated and overwhelmed. However, with WhatsApp live chat, students can receive instant, accurate answers, turning a stressful process into a smooth experience. By leveraging AI agents as the first line of support, institutions can handle common queries quickly, while more complex issues are directed to student advisors.

2. Financial aid FAQ and personalised advice

Money matters can be stressful. With WhatsApp live chat, agents can offer instant, personalised financial aid support to keep students' wallets (and minds) at ease.

3. Housing and accommodation assistance

No one likes waiting in line for hours to get assigned a room on campus. With WhatsApp live chat, students can avoid the long lines and get faster assistance and secure their rooms with WhatsApp.

4. Help students with assignments

Gone are the days when students had to wait until office hours to get help with assignments. With WhatsApp, you can use chatbots to offer round-the-clock support for those inevitable 2 AM essay panics. Create flows that automatically route the conversations to live agents so they can deal with them when they’re on the clock.

5. Mental health check-ins and resources

Beyond academic support, educational institutions can create a safe space for students to reach out about mental health concerns, offering immediate support and resources.

By partnering with the university's counselling centre, you can train agents to recognise signs of distress and provide immediate connections to mental health professionals or you can also create chatbot flows to redirect students to the relevant department.

6. Campus event updates and RSVPs

Keep students in the loop about campus events and make RSVPing as easy as sending an emoji. You can send targeted WhatsApp broadcasts that trigger conversations with live agents when responded to.

7. Technical support

WhatsApp can be used by multiple teams on campus, including technical teams. For those moments when students can’t access their academic records, need help changing personal information or need advice on what specs a device should have, technical teams can step in.

8. Career services and guidance

Allow students to get career advice as they approach the final year of their studies. With WhatsApp, you can connect students with university guidance and career counsellors.

How to train live chat staff for education

Now that we’ve covered how to support students with WhatsApp, it’s important for your live agents to know how to deal with and handle different requests. Here’s how to train your staff to handle live chat queries:

Develop a comprehensive knowledge base: Create an extensive, easily searchable database covering all aspects of university life, from admissions to alumni services. Train staff to efficiently navigate and use this resource during chats to save time.

Role-playing scenarios: Conduct regular role-playing exercises that simulate different student enquiries. This helps staff practice empathy, problem-solving, and clear communication. Include scenarios like a stressed student struggling with course selection, an international student confused about visa requirements or a student experiencing financial difficulties.

Tone and language training: Teach staff to communicate in a friendly, supportive manner while maintaining professionalism. This includes using appropriate emojis, avoiding jargon, and adapting language to individual student needs.

Technical skills workshop: Make sure that the staff are proficient in using WhatsApp for teams. This includes training on how to seamlessly transfer chats, access student records, and use quick reply templates.

Data Protection and Privacy Training: Educate staff on the importance of data protection laws like POPIA and GDPR. Show them how to handle sensitive student information securely via WhatsApp.

From chatbots to live chat: A seamless transition

To optimise the student experience, educational institutions can easily transition conversations between chatbots and live chat agents:

• Pre-enrolment support: Chatbots can provide initial information about programmes, admissions, and financial aid. When students need more personalised assistance, transfer the conversation to a live agent.

• Post-enrolment support: Chatbots can answer frequently asked questions about course schedules, assignments, and campus resources. For complex issues or emotional support, connect students with a live agent.

• Enroled student support: Chatbots can handle routine enquiries like checking grades or requesting academic records. Live agents can address academic advice, disability support, and other specialised needs.

By combining the efficiency of chatbots with the empathy of human agents, you can create a truly exceptional student support experience. To learn more about using WhatsApp to its full potential and going beyond live chat, read our blog.

Ace student support with WhatsApp

By using WhatsApp live chat to support students, educational institutions are making it easier for students to reach out. From reducyouting stress to increasing engagement, WhatsApp live chat is the secret weapon every forward-thinking educational institution needs. 

Educational institutions are increasing sales by up to 160% and seeing response rates increase by 7x because of Cue and WhatsApp.

Ready to transform your student support? Contact Cue today for a demo.