Combating Early Student Drop-Off with Conversational SMS Journeys in Marketing Cloud

Our talk, “Combating Early Student Drop-Off with Conversational SMS Journeys in Marketing Cloud,” focused on a use case well known in the education sector: addressing drop-off rates for students embarking on their first experience with online learning. However, the tools and strategies we covered are just as relevant for brand marketers of online or SAAS products who are looking to combat similar issues when needing to comprehensively onboard customers to prevent churn. By understanding how to maintain engagement and foster loyalty from the start, businesses can drive significant growth and success.

In our presentation, Ghea and I demonstrated how personalized, multi-touchpoint SMS journeys can keep students—or any customers—engaged. We utilized Salesforce Marketing Cloud's powerful SMS features and used data extensions and AMPScript to craft dynamic and responsive communications. By leveraging these features and the integration of Marketing Cloud with Salesforce CRM, we created a framework that enhances customer support and interaction. This integration also enables real-time insights and proactive support, ensuring that your brand can meet the needs of your audience promptly.

 The journey we designed also highlights the use of Salesforce Sales Cloud to keep student advisors abreast of their cohort’s journey, and for advanced tracking and reporting that provides a comprehensive view of customer interactions. If you're interested in discovering how these techniques can help your business reduce churn and build stronger customer connections, I invite you to watch the full presentation. You'll learn how to implement a proactive, personalized approach that not only addresses existing challenges but also anticipates future needs. You'll also gain valuable insights into creating personalized communication that resonates with your audience, driving lasting engagement and loyalty.