How eCornell Sped Up Their Admissions Cycle and Re-engaged Contacts with TextUs
eCornell ⚡ by TextUs
Vice President of Individual Student Enrollment, eCornell
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The Solution: With TextUs, eCornell boosted response rates and set appointments more quickly.
“Honestly, a lot of people are just more comfortable texting than talking on the phone.”
Before TextUs, the eCornell team wasn’t always able to call every contact the day they first expressed interest. Now, the enrollment counselors are able to send TextUs Group Broadcast messages to anyone they haven’t been able to reach by phone each day.
In the past, potential students might wait a day or even longer to get a call back. “Texting has been really helpful for making sure everyone feels like they get personalized attention, right off the bat,” says Hatfield.
TextUs has also helped eCornell’s enrollment counselors stay in touch with contacts over time.
When a contact has been dormant for a few months, text messaging is effective for jumpstarting conversations. “If we haven’t heard from a contact in 90 or 120 days, we send a quick text, just to check in,” said Hatfield. “Something simple, like, ‘It’s been a little while since we heard from you, are you still interested in our program? Love to chat with you about it.’”
“TextUs has been a powerful re-engagement tool for us.”
Partnering with TextUs has made the eCornell enrollment team more efficient and effective. “The team absolutely loves TextUs because it’s increased their response rates and given them a more effective tool to reach out and connect to people.”
Whenever eCornell has a question about the TextUs software, TextUs’s customer engagement team has been helpful and responsive. “Any time I have a question, I shoot a note off to the support team and they’re back to me within five minutes tops. eCornell acts very much like a start-up. If we see something working, we step on the gas. If we see that something’s not working, we pivot quickly, Working with a partner that’s as quick and nimble as we are — that’s really earned my loyalty,” says Hatfield.
“TextUs makes our jobs much easier. It’s become mission critical for us.”