Always remember that sending a WhatsApp message is not the same as sending an email.
The key difference is that WhatsApp is designed for quick, interactive, and live communication. When we send something, we want it to be easy to read and understand. It's a snippet of your best information, with only the most relevant parts kept in. Keep your messages brief and to the point.
The importance of grammar
Whilst this seems self-explanatory, it is often a stumbling block when designing conversations. If your conversation has glaring grammar errors, the respondent is less likely to reply.
Here are some key things to check when designing;
Make sure you capitalise 'i'
Don't forget your apostrophes! (won't, can't, shouldn't etc...)
Enrolment not Enrollment
When identifying a scam, spelling mistakes and grammar is the first thing noticed. Good grammar is a crucial aspect in increasing response rates, double check each message before moving on.
Making your message trustworthy
The first hurdle to jump when designing a conversation, is making your opening message seem legitimate. There are thousands of scam messages being sent everyday, so you need to make the message credible.
Our top tips for creating a credible message:
Always use the learner's name in the first message - using the learner's name is the best way to get their attention and will make the message stand out from others.
Always use your organisation's name in the first message.
Use a messaging persona - a persona is key when creating a year-round, messaging channel for the students. If the student sees a familiar name that they have spoken with before, they are more likely to reply. For more information about Jenni, click here.
Use good grammar.
Using emojis
As a general rule, breaking down chunks of information into smaller pieces is especially useful. Using a friendly tone and reflecting an understanding back to the student can make a significant difference in engagement rates.
Using emojis is an easy way to separate big chunks of information whilst keeping the message easy to read. The average attention span of Gen Z is about 8 seconds. If your message is a slab of text, it will be harder to process and the learner might now read your message.
Another crucial rule is knowing your audience. When sending a message to adult learners or parents, you should restrict the emoji use to a maximum of one per message and limit the emojis to smileys only.
For more information on emoji use, click here.
Why should the learner reply?
When designing every conversation the first thing on your mind should be 'Why should the learner reply?'
This question highlights the impact of a call to action.
Giving the learner a question to answer at the end of every message is a sure-fire way of maintaining high engagement rates. Without a call to action, the learner will see the message as purely information with no reason to reply. For example;
Hi {name}, Jenni here from {college name}👋 Just checking in to remind you of your upcoming interview on 14th February at 5pm. Make sure to bring along some ID!
With the above message, there is no reason for the learner to reply so AVOID messages like these.
Hi {name}, Jenni here from {college name}👋 Just checking in to remind you of your upcoming interview on 14th February at 5pm. Make sure to bring along some ID! Do you have any questions?
Although it has improved, you still need to AVOID messages like these. This will lead to a myriad of queries to individually deal with. They will all need to be answered on a one to one basis, meaning an abundance of time wasted.
Hi {name}, Jenni here from {college name}👋 Just checking in to remind you of your upcoming interview on 14th February at 5pm. Make sure to bring along some ID! Will
we see you there?
I'll be there!
I can't make that date
I have some questions first...
I want to withdraw my application
This is a PERFECT message to use. It captures all the necessary information, and gives the student a quick way of responding to a question. Without the menu options, you are relying on the student to construct their own written response which, in turn, will reduce response rates dramatically.
To start designing a conversation, plan a campaign or return to our Help Centre!