The Covid-19 process has increased digitalization, but only digitization is not enough. With digitalization, digital services must improve. For this, the importance of plugins is increasing. It is very important to increase the customer experience and provide an end-to-end virtual service. One of the areas that need to make significant changes in this field is abroad education consultancy.
Our guest in this article is Kelly, who provides service on overseas education consultancy. Kelly meets international educational demands of students. Kelly is part of a team of 10 people. He wants to understand students and respond to their needs. We thank him for sparing time for us on this matter.
The questions we ask Kelly are:
1-How do you evaluate the digitalization process of the sector?
2-What kind of digital service do students expect?
3-What do you think are the needs?
4-Finally, which solutions do you think are more suitable for abroad education consultancy? What digital service does your industry need for a quality service?
Kelly says education consulting services are very sluggish and inadequate. Most digital services cannot deliver digital services to match the customer experience. In general, there is a very standard and dysfunctional approach in the field of abroad education consultancy. He simply says that the industry serves as follows:
– A generic website: Affiliated universities are introduced here. General information is given. The opportunities are mentioned. General information about city. According to the value the company gives to its customers, information is provided in the areas that they will need. Many do not have an active blog. Generally, information is provided via bulletin.
– Request Form: The generic site gave information to the student. He told the prices. If the site provides confidence for the student, it is directed to the request form. Until this stage, the student is expected to choose the university and its department. If not, the student communicates with the customer service of the relevant company through applications such as Zoom and Whatsapp. If the student’s preferences are clarified, the student fills the request form. Here, it gives information about student name, surname, country, age, university and department preference. A proposal is then sent to the student himself. In addition, customer service can contact them or physically invite the student in the city where the student service is located.
-Road and Arrival: The services provided here vary according to the quality of the company. Travel, accommodation, detailed information about the country, mentoring throughout the process are important for a quality service. There are also companies that do not provide these services and only refer students. Here the best service for the student is to help him end-to-end.
In the abroad education consultancy sector, the system generally works in this way. Kelly thinks that the end-to-end digital service should be provided, especially in the Covid-19 process. The same customer habits will continue after the Covid-19 process. Before Covid-19, the sector had to be fully digitalized, according to Kelly. Kelly thinks it is too late for digitalization in the industry.
Students want an end-to-end digital service, according to Kelly. It is important to them that everything is included in the service because they just want to focus on their education when they go to the country. For this, digital services should definitely be in digital structure and be able to provide end-to-end service.
Kelly wants to answer the last two questions together. We say ‘of course’ to Kelly
According to Kelly, the primary need for the overseas education consultancy industry is a dynamic website. The student should be able to get all the information they need from the site. Texts are boring. Visual content should be more descriptive. Video descriptions should be included on more sites. The site should not be slow.
He thinks that video material and visual communication should be focused on in order to meet end-to-end needs and this service should be continuous. The mentoring service must continue even when the student is placed in university. For this, WebRTC, Video Calls solutions should be included on the site.
In addition, there should be messaging on the site. Quick response to messages should be provided. Blog contents should be used actively according to student needs and problems. Links to sites such as Medium can be provided.
Some student requests must be met by the company before payment is made. The student must be understood and the payment system must be specified. The student should definitely create a profile on the site or application. This is important for continuous service. He should be able to see the stages in his profile. So a CRM plugins should be on the site.
In addition, the student should be given package service. For example, the student may want to get support during the university process. The student may not want support. For this, there should be different service packages that meet the different needs of the students. A package containing options such as university, department, meeting time, accommodation and travel can be offered to the student. It can be offered to the student in a more flexible package. It can meet some customers’ needs in a medium package.
These are the issues that have come to Kelly’s mind for now. Thank Kelly for providing us useful information for digitizing the industry.