Why does Private Education need Omnichannel Customer Experience?

“Education is the most powerful weapon which you can use to change the world.”
– NELSON MANDELA, First president of South Africa from 1994 to 1999
& anti-apartheid activist.

Education is the foundation in building a strong and resilient nation. The cornerstone in ensuring a nation thrives from generation to generation. Countries send the brightest of minds under full scholarships to the best Universities around the world, in hopes the knowledge gained to be used for the nation. This itself is a testimony on the importance of quality education.

Here in Malaysia, the country aims to have 250,000 International students enrolled by the year 2025 in Private Higher Education Institutions (PHEIs) segments, and is well on its way in achieving the target set, with an estimated figure of 130,000 to 170,000 students based on 2022 reports. Drawing your attention to the local scene of Malaysian tertiary students enrollment in PHEIs, there are as many as 517,580 students in 2021 as shown in the table below: Figure 1: Higher Education Landscape under MOHE.

After all Private higher education institutions (PHEIs) are a thriving industry. A rough estimation of each student’s life cycle of tertiary education spanning approximately four years from foundation level up to degree certification can be estimated to cost from RM 60,000 to up to a whopping RM 300,000 thousand or more. Baring in mind, depending on the type of field of studies these students embark on. With over 434 private institutions here in Malaysia, It’s no wonder year-on-year fierce competition ensues with utmost urgency, racing against time itself in confirming as many students as possible. The open season of students upon completing their SPM or O-Levels and STPM or A-Levels. It has become truly a challenge among private universities. Besides hiring an army of “course counselors” for student enrollment, this has also given birth to B2B businesses. Agencies operating as private education counselors whereby parents seek advice on the best universities, and courses well suited for their children, a commission is secured for each successful enrollment.

In this digital age, private educational institutions should embrace technology to effectively help in engaging with parents and students across multiple channels. Implementing an Omnichannel approach can bring numerous benefits, enhancing the overall student experience and driving success in the private education industry.

Below are 6 Benefits:

Omnichannel allows private educational institutions to provide a seamless and consistent experience to students throughout their journey. Whether it’s browsing courses on the website, communicating with admissions via chatbots or email, or accessing educational resources through mobile apps, students can effortlessly transition between channels, resulting in a cohesive and personalized experience.

By adopting an omnichannel approach, private education providers can effectively communicate with students, parents, and other stakeholders through various channels such as websites, social media platforms, mobile apps, and email. This enables timely and targeted messaging, providing important updates, notifications, and fostering engagement, ultimately improving student satisfaction and retention rates.

Omnichannel strategies empower private educational institutions to gather and analyze data from multiple channels, enabling them to understand student preferences, behavior, and learning patterns. With this knowledge, institutions can create personalized learning experiences, tailor marketing campaigns, and offer relevant recommendations, thereby boosting student engagement and academic outcomes.

The private education industry can benefit from the accessibility offered by omnichannel approaches.

▪️ 4.a: Flexibility in reaching out to potential International Students!

Aligned with the nations target to make Malaysia as the preferred international study-hub, achieving the target of 250,000 International students by 2025, Omnichannel allows the net to be thrown wider. Laying the foundation for Universities Course Counsellor’s when before they travel abroad for Education Trade Fairs, confirmation of students enrollment can be more precise. Assisting in a higher ROI for each trip budget spent.

▪️ 4.b: Flexibility enhancement:

Students can access learning materials, assignments, and resources anytime, anywhere, using their preferred devices. This flexibility accommodates diverse learning styles and preferences, accommodating both traditional and online learners.

Omnichannel solutions streamline administrative tasks, reducing manual effort and enhancing operational efficiency for private educational institutions. Automation and integration across platforms allow for seamless data sharing, enrollment management, and student support, freeing up staff to focus on higher-value tasks such as personalized student guidance and support.

Implementing an omnichannel strategy provides private educational institutions with a competitive edge in a crowded marketplace. By delivering a consistent, personalized, and convenient experience, institutions can differentiate themselves, attract prospective students, and enhance their reputation in the industry.

The private education industry stands to benefit significantly from embracing omnichannel strategies. By delivering seamless experiences, enhancing communication, personalizing interactions, increasing accessibility, improving operational efficiency, and gaining a competitive edge, private educational institutions can thrive in the digital landscape, fostering student success and satisfaction. Embracing an omnichannel approach is key to staying relevant and meeting the evolving needs of students and parents in today’s interconnected world.

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