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Choosing an educational institution today is no longer just about academic programs or reputation. Students and their families expect a personalized and seamless experience, and the faster the better. In this new landscape, customer experience has become a decisive factor in attracting students and building loyalty throughout their academic journey.
With a well-designed strategy and the support of technology, it is possible to reduce the cost per student and increase enrollment without expanding your team. Let’s explore how this can be achieved.
The main challenges in education marketing today
Digital transformation has strongly impacted the education sector, and along with it, new challenges have emerged. As highlighted in our latest webcast, "Boost CX in education with technology", these are some of the most significant:
1. The competition to attract students keeps increasing
According to the Organization of Ibero-American States, the number of students in Latin America has grown by 22 percent in recent years, and the educational offering has expanded at the same rate. The number of institutions has increased, and nearly 18 percent of the programs are now fully online. With so much movement, standing out has become more difficult and more costly.
2. Student expectations in CX are shaped by the digital world
According to KPMG, 80 percent of institutions claim they prioritize student experience, but only 9 percent actually succeed. Those who seek education expect quick answers, efficient service, and processes that do not waste their time.
3. Seasonal peaks create constant pressure
During enrollment periods, the volume of inquiries and tasks rises exponentially, putting pressure on both CX teams and infrastructure. Scaling support services without a significant rise in costs becomes a major challenge.
4. Student retention remains uncertain
UNESCO data reveals a dropout rate of around 50 % in the region. The most common reasons relate to financial difficulties and a lack of motivation to continue—factors directly connected to the student experience and with major financial consequences for institutions.
Strategies to attract and retain students through technology
In response to these challenges, many educational institutions are transforming the way they interact with students by implementing solutions that combine automation, omnichannel service, and artificial intelligence.
These are some of the most effective approaches:
1. Data-driven marketing for education
With platforms such as Infunnel, a marketing automation and CRM solution, it is possible to deeply analyze campaign performance and recruitment outcomes. This makes it easier to:
- Identify which campaigns are most effective.
- Optimize the cost of acquisition per student.
- Apply automatic lead scoring to prioritize the most likely enrollees.
Transform the student experience from the first click.
Access the guide
2. Audience segmentation and automation
Imagine being able to customize every landing page based on a student’s profile. With Infunnel and automated workflows, institutions can:
- Create personalized journeys based on interests or funnel stage.
- Nurture leads with relevant content until they are ready to enroll.
- Strengthen engagement through proactive notifications via WhatsApp, email, or SMS.
3. Omnichannel and immediate service from the first interaction
The student experience begins long before entering the classroom. It starts with that very first visit to the website, form submission, or message. If this initial contact is not clear, fast, and helpful, interest can quickly be lost.
For this reason, many institutions are adopting:
- Click-to-call functionality on their website with Inconnect.
- Automated contact flows that integrate landing pages, CRM, and contact center tools.
- Artificial intelligence agents on channels such as WhatsApp, webchat, or Instagram using Inagent.
Universidad Insurgentes reduces the acquisition cost by -30% compared to the average of the sector. See the case
4. Always-available support for students
Artificial intelligence agents are designed to support students throughout their educational journey. They answer questions, provide guidance, and are available whenever they are needed, always with a friendly and helpful tone.
Frequently asked questions such as “What documents do I need to submit?”, “When is the enrollment deadline?”, or “Where can I check my grades?” are answered in seconds, without delays and at any time of day, thanks to virtual agents.
Moreover, these agents are not limited to administrative tasks. They can also be integrated into virtual learning environments (such as Moodle) to assist students instantly, whether by chat or voice. This reduces the workload of human teams and ensures that each student receives the support they need at the right moment.
Boost CX in education with technology: the UTEL experience.
Access the recording
5. Intelligent, scalable, and human contact centers for education
The contact center plays a central role in the student experience. How can institutions strengthen support services year-round without multiplying resources? There are three effective strategies:
- Workforce management tools such as Inteam allow for demand forecasting, shift planning, and workload balancing during peak periods such as admissions, without overstaffing.
- Real-time data available in Inconnect enables supervisors to make immediate decisions to adjust service levels.
- The integration of artificial intelligence agents speeds up support during student recruitment campaigns. For example, with multi-agent systems, institutions can train virtual agents for different operations. This allows voice AI agents to handle lead prequalification and transfer only highly interested candidates to academic advisors. In parallel, AI agents in webchat can manage student inquiries by accessing extensive knowledge bases to resolve the most common questions.
Your educational marketing strategy is ready to take off
Technology is already a key part of day-to-day management in educational institutions, particularly in higher education. It can transform the way information is shared, communication is handled, and support is offered to each student throughout their academic path.
The goal goes beyond simply increasing enrollment numbers. It is about creating lasting relationships, understanding students’ needs more deeply, and strengthening the connection between institutions, students, and their families. CX technology ecosystems such as Inconcert act as powerful drivers of change in educational institutions, offering easy integration, robust security, and constant innovation. Would you like to discover how CX solutions can boost your student recruitment strategy?
We invite you to request a demo here.
