Lead Generation & Conversion - Generate Leads using Social Media Channel with High Focus on Facebook and Messenger.
Customer Service Excellence - Provide 24/7 customer support to existing students and provide frequently asked questions to prospective students.
Lead Generation & Conversion: Maximize Enrollments with Automated Lead Capture
We've maximized the effectiveness of MMIO's Auto-Comment Reply feature to capture all potential enrollees. This feature works by attaching an Auto-Comment Campaign to both organic posts and paid Facebook Ads. Once a user interacts with the comment and enters Messenger, a Lead Generation Optimized Flow takes over. This flow guides the user through a process to collect necessary data, such as: Complete Name, Email Address, Phone Number, Last School Attended, Course Interest
Once the data is collected, the system automatically enrolls the user in relevant drip campaigns. Emails are enrolled in Email Drip Campaigns via SendGrid, while phone numbers are enrolled in SMS Drip Campaigns via the in-app SMS Marketing Feature. This multi-channel approach ensures consistent communication and improves the chances of converting leads into enrollments.
Customer Service Excellence: Streamlined Support with Chatbot Flows
To provide exceptional customer service, we've created separate chatbot flows within MMIO to cater to different types of inquiries. These flows include: Admission Requirements Flow, Lead Generation Flow, Tuition Fee Flow, Ticket Submission Flow, School Credential Request Flow, Customer Survey Flow
By implementing these targeted flows, the university has successfully addressed frequently asked questions (FAQs) in a streamlined manner. This reduces customer effort in finding solutions and fosters a more efficient support experience.
Lead Generation Results: Lead generation grew significantly from 578 in 2020 to 1,656 in 2022, with conversions increasing from 129 to 337 in the same period. This resulted in an estimated ROI of ₱6.5 million in 2020, rising to ₱16.8 million in 2022.
Customer Service Results: The university's efforts were recognized with an award for customer satisfaction and student engagement, based on a survey conducted by a third-party company among eight institutions including FEU, PHINMA, and UE.
By employing MMIO, the University of Nueva Caceres was able to develop and implement new strategies that allowed it to expand and thrive, even during the COVID-19 pandemic when physical distancing measures were implemented. With the pandemic affecting virtually every sector, businesses and institutions alike had to think outside the box to maintain their operations and remain relevant.
By unlocking new channels for growth using MMIO, the University was able to generate additional revenue, which is estimated to be at 30.8 million Philippine pesos. This added revenue stream helped the University not only survive but also thrive during the challenging times brought about by the pandemic.
Furthermore, this approach enabled the University to provide exceptional customer service, which is a critical component in today's highly competitive business environment. By establishing itself as a premier provider of customer service, the University enhanced its reputation and gained the trust and loyalty of its customers.
As a result of its success, the University of Nueva Caceres is now widely recognized as a leader in its field. The institution's innovative and forward-thinking approach to business has set it apart from its peers and serves as a model for other organizations seeking to adapt to changing circumstances and remain competitive. By utilizing MMIO, the University was able to unlock new channels for growth, increase its revenue, and establish itself as a leader in providing exceptional customer service.