The 'blurb', or text introducing your Chat platform, can do you so many favours - ensuring relevant questions reach your Ambassadors, and prospects are directed to the relevant team or contact if their queries are related to something your Student Ambassadors aren't best placed to answer - for example: admissions, finance, or visa questions.
What should a Chat blurb cover?
A prospect visiting your website, and arriving at your Chat platform for the first time, may never have come across a peer-to-peer platform like this before. Put yourself in their shoes - what do they need to know before they sign up to start a chat?
What purpose your Chat platform is there to serve. Why should prospects use it? What's in it for them?
Which questions your Ambassadors can answer. What should prospects ask? What can your Ambassadors feasibly answer questions about? What insights and experiences can they share?
Which questions are best sent somewhere else.
What's appropriate. What kinds of messages will not be tolerated?
Key best practices
The best blurbs follow three simple rules:
They are not exhaustive. They clearly and concisely explain what the Chat platform is, why a prospect should use it, and what the Ambassadors are there to answer.
They signpost to alternatives. The most effective blurbs give other options if the prospect has a question that won't be covered by an Ambassador's expertise, for example, requirements for a scholarship.
They set expectations. They give a clear overview of what a prospect can expect from the Chat platform: i.e. they might highlight that Ambassadors are real people with real commitments, so the prospect shouldn't necessarily expect a response right away! Ambassadors aren't chatbots.
What to include
A quick intro to the Chat platform, i.e. Unibuddy Chat is a digital platform where you can connect one-on-one with current students and staff at {University Name}.
Examples of what Ambassadors can answer questions about, i.e. Our Student Ambassadors are here to answer your questions on their course, what they love about our uni, their experiences, and what student life is really like.
Examples of what Ambassadors can't answer questions about, i.e. Our Ambassadors can't answer questions about finances or fees, scholarships, visa enquiries, likelihood of acceptance, or application status.
Key contacts for admissions-related questions, i.e. If you have questions about admissions, financial aid, fees, visas, or the status of your application, please contact {insert contact here}.
A quick set of guidelines, i.e. Our Ambassadors are real people, so please be respectful. They have study and other commitments, so can't always answer right away. They are unable to contact you on other platforms such as WhatsApp or Instagram, and can't meet you in person. Please rest assured that all conversations on Unibuddy are monitored for your safety, and the safety of our Ambassadors.
Can I see some examples?
Yes, we have stand out examples we can show you, so you can get some ideas! We'd always encourage you to use your own creative flourishes and add your institution's tone of voice and style, rather than copy what other universities have written verbatim.
Some great examples are: