How to Create a Seamless Student Journey with WhatsApp

The student enrolment journey is a complex process of research, decisions, and preparations. Today’s prospective students expect a personal touch, greater attention, and quick responses. Universities and colleges must actively engage with them at every stage, using an omnichannel approach that includes email, phone, social media, and messaging platforms like WhatsApp.

From discovery to orientation, let’s explore how universities can optimise communication strategies to improve student experience and ensure higher conversion rates.

Create a Seamless Student Journey and Grow Enrolments with WhatsApp

Stage 1: Discovery – Building Awareness and Reputation

The Student’s Mindset:

“I need to find the right university/college for me.”

At this stage, students are exploring multiple institutions, often applying to four or five. With so much competition, standing out is crucial. They research through online searches, ranking websites, social media, and word of mouth, relying on reputation and reviews. As an admissions officer, your goal is to make sure your institution captures their interest and moves to the top of their list.

What Institutions Should Do:

• Beat the Competition: Build a strong online presence, ensuring your institution appears in relevant searches.
• Maintain an Excellent Reputation: Encourage alumni and current students to leave positive reviews and share their experiences online.
• Leverage Social Media: Showcase student success stories, campus life, and unique aspects of your institution to make a lasting impression.

How WhatsApp Fits In:

• Use WhatsApp Business to send out promotions about new courses and scholarships.
• Create broadcast lists to keep interested students informed about open days and application deadlines.
• Engage with prospective students through interactive Q&A sessions.

How Polser Helps:

With Polser, you can engage prospective students and boost application completions with scalable WhatsApp marketing. You’ll be able to track success with centralised lead management.

Stage 2: Consideration – Comparing Different Institutions

The Student’s Mindset:

“Which university is the right fit for me?”

Now, students are actively comparing options. They browse websites, request brochures, and reach out for information. The speed and quality of an institution’s response can be the difference between gaining or losing a student.

What Institutions Should Do:

• Provide Quick and Personalised Information: Institutions that respond promptly to inquiries are more likely to convert prospects into applicants.
• Use an Omnichannel Approach: Allow students to contact you through email, social media, and messaging apps.
• Make it Easy to Reach Out: Offer real-time chat options on your website and social media pages.

How WhatsApp Fits In:

• Offer a WhatsApp contact for instant communication.
• Provide course details, tuition fees, and FAQs in a quick and convenient format.
• Allow students to book virtual or in-person consultations via WhatsApp.

How Polser Helps:

Polser enables educators to provide a white-glove, personalised communication experience through WhatsApp, leading to increased engagement with prospective students and higher conversion rates.

Stage 3: Action – Application Submission

The Student’s Mindset:

“I have decided on my university; now I need to apply.”

At this stage, students are navigating the application process, which can be overwhelming. They may have questions about required documents, deadlines, and submission guidelines.

What Institutions Should Do:

• Eliminate Application Complexity: Ensure students can easily understand and complete the application.
• Provide Ongoing Support: Be ready to answer last-minute queries that could be barriers to submission.
• Minimise Friction Points: If an application process is too confusing, students may abandon it or even leave negative feedback.

How WhatsApp Fits In:

• Offer WhatsApp as a direct support channel for application-related queries.
• Share important deadlines, links to application portals, and document checklists.
• Use automated responses to handle common questions instantly.

How Polser Helps:

Polser streamlines the application process by connecting team workflows and tools, ensuring a smoother experience for both students and staff.

Stage 4: Decision – Choosing the Right Institution

The Student’s Mindset:

“I have multiple offers—now, which university should I choose?”

Students have completed their applications and received acceptance letters from multiple institutions. Now, they must decide which offer to accept. Personalisation is key at this stage; students want reassurance that they are making the right choice and that the institution values them as individuals.

What Institutions Should Do:

• Offer Personalised Communication: Tailor responses to students’ interests, and provide relevant information on scholarships, campus facilities, and student life.
• Reinforce the Institution’s Unique Value: Highlight key differentiators such as career prospects, faculty expertise, student success stories, and exclusive programs.
• Provide Clear Next Steps: Outline enrolment deadlines, tuition payment options, and any required documentation to finalise the acceptance process.

How WhatsApp Fits In:

• Send personalised follow-up messages congratulating students on their acceptance and offering assistance in their decision-making process.
• Provide direct access to admissions advisors via WhatsApp for any last-minute questions.
• Share student testimonials, virtual campus tours, and engaging content to reinforce why your institution is the best choice.

How Polser Helps:

Polser makes it effortless to keep the prospective student engaged with prompt, personalised support at this critical decision-making stage.

Stage 5: Orientation – Preparing for the First Day

The Student’s Mindset:

“I want to feel confident and prepared before starting my studies.”

Even after securing a place, students still need guidance. They need information about campus life, course schedules, accommodation, and university policies. A smooth onboarding experience ensures they feel welcomed and prepared.

What Institutions Should Do:

• Send Clear and Timely Information: Provide course timetables, orientation schedules, and campus maps well in advance.
• Engage Students Before Their First Day: Help them connect with classmates and faculty through virtual meetups or group chats.
• Offer Continued Support: Be available to answer last-minute queries to ease anxiety.

How WhatsApp Fits In:

• Send reminders about orientation sessions and key dates.
• Share welcome messages, timetables, and campus guidelines directly to students’ phones.
• Create WhatsApp groups for new students to foster connections before their first day.

How Polser Helps:

Polser allows multiple team members to split the work efficiently, ensuring that program advisors, finance staff, and other departments can collaborate seamlessly to support students.

The Power of WhatsApp in Student Enrolment

In a world where instant communication is expected, universities and colleges must adapt. WhatsApp and other messaging platforms provide a direct, personal, and efficient way to engage with students throughout their enrolment journey.

By integrating WhatsApp strategically into each stage—from discovery to onboarding—institutions can improve response times, reduce application drop-off rates, and create a seamless, student-friendly experience. The result? Higher enrolment rates, better student satisfaction, and a stronger institutional reputation.

Incorporating an omnichannel communication approach isn’t just an option anymore—it’s a necessity in the modern educational landscape. Polser makes this easier by streamlining workflows, improving collaboration, and enhancing the student communication experience through WhatsApp. Book a demo to see the platform in action.