Prompting inquiry from anonymous web visitors via live chat

Topics: Online Education, Academic Affairs, Online Strategies, Enrollment Management, Marketing and Branding

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Katie ManganKatie Mangan, Consultant

As prospects circumvent the recruiting funnel in favor of independent research, the staff and processes that were developed to support a linear decision-making process are often underutilized. While prospects are still just as likely to have questions, they are not proactively reaching out to program staff, and instead rely on the website as their sole source of information.

As Google highlighted in its 2012 report, Education Trends Through the Eyes of Your Customer, 72% of prospects are visiting the website long before taking any action and, perhaps even more concerning, 25% of prospects report they do not consider any sources outside of the web.