For further guidance on how to design your conversation, click here.
The 'Jenni Intro' campaign is one of the most important that you will send. Often the first contact made to the learner, it keeps them engaged and opens a messaging channel available to them until they are retained. Once you have started a conversation with a learner on WhatsApp, they can then use that channel to come back and ask questions at any point during their application journey with you.
Read more about Jenni's persona here.
Scroll to the bottom of this article for more structural and formatting guidance for this campaign.
Here is the opening template of our tried and tested Jenni Intro:
Hi {name}, Jenni here from the student experience team at {college name} 👋 Thank you for your application for one of our courses. We are delighted that you are planning to join us.
Do you have any questions? I'm happy to help!
1. Yes, I have some questions!
2. Not atm...
Just reply with 1 or 2 to answer.
It’s important to have a call to action at the end of every template. If you end with an open question such as, ‘What’s on your mind’, this will lead to an abundance of responses which will all need to be answered on a case by case basis through your Queries.
However, by offering Menu Options, you can create a chatbot that will answer questions in bulk for you. You can pre-empt student questions and answer them within the chatbot.
If they reply ‘1’ (or 'I have some questions') to the initial template as above, we can then ask them for more information about their question with another set of menu options. For example;
What’s on your mind?
Interviews
Events
Travel
Financial Support
Something Else
Think about your most common FAQ’s and incorporate these as your menu options. You can then design responses to each of these, allowing the chatbot to answer these for you so you can focus your time on high-level Queries that fall outside of your chatbot. Pre-empting learner questions with your conversation design will allow you to reduce the amount of individual questions you will have to answer in Query form.
Once the student has selected 1-5, your response can provide information about the topic they’ve selected and refer them to where they can find more information, such as your college website.
Finally, when ending a chatbot, it is important to tell the students what to do if they have any further questions. For example;
I hope I was able to help, if you have any further questions please contact us on (number) or (email).
As in the example above, if the recipient replies ‘2’ ('Not atm'), we can just thank them for confirming they don't need any help and let them know how they can get back in touch if they do think of a question. For example;
No worries! If you think of any questions just drop me a message.
Jenni Intro Example Format
You can use the format below as inspiration for designing an introductory conversation. To save you time, you can also clone our standard Jenni Intro and customise it yourself - follow the instructions here.
Hi {name}, Jenni here from {college name} 👋 {positive language surrounding context of the campaign}. {Next steps in process}. {call to action}
1. {Option 1}
2. {Option 2}
If the student has questions surrounding the topic:
What’s on your mind?
1. {Common FAQ 1)
2. {Common FAQ 2)
3. {Common FAQ 3)
4. Something else
When answering questions:
{answering the question} {refer to website/email/phone for more information on the topic} Do you have any other questions?
1. Yes
2. No
When signing off the message:
{Positive affirmation} {next steps in the process}