Hi All,
I'm interested to hear how Higher Education institiutions respond to prospective student enquiries in Salesforce; ie. are you still mainly on email and if so are they short responses with course information brochures attached or long highly personalised emails? What other ways are you communicating? Have you changed business processes to fit Salesforce functionality?
We currently rely heavily on lengthy, highly personalised emails and have not yet shifted into the social media or conversational style of communication that Salesforce is configured for. We are about to transition to Lightning and can see that its time to review the way we communicate with the customer.
We initially respond to both current and prospective students in a centralised call centre, if the enquiry is asking for advise and not information then we refer it to Tier 2.
Any insights would be greatly appreciated!
@West Coast Salesforce Higher Ed Group
@Salesforce Lightning Experience
