Helping Students Navigate Enrollment Through Personalized Support
To strengthen enrollment numbers and ensure prospective and newly accepted students feel supported, SHSU Online launched a proactive initiative to assist students with the often-overwhelming registration process. This initiative, which expands the call center’s role beyond technical support and adopts a more personalized, empathy-driven approach, aims to remove barriers and make higher education more accessible for online learners.
Why This Initiative Was Needed
For many students, the transition from acceptance to full enrollment is often challenging. Questions about registration, financial aid, advising, and course selection can create uncertainty, especially for online students who lack immediate access to on-campus resources. Many of these students are non-traditional learners: working adults, parents, or individuals returning to education after a long break. Without proper guidance, they may abandon their enrollment efforts, contributing to lower retention rates.
Recognizing this need, SHSU Online implemented a high-touch, student-centered solution. Instead of waiting for students to reach out with issues, the SHSU Online team proactively contacts them, offering assistance before obstacles become roadblocks.
How SHSU Online Implemented This
1. Expanding the Call Center’s Role
The SHSU Online 24/7 call center, previously focused on technical support and troubleshooting, has evolved into a comprehensive student support hub. Staff members, many of whom earned their degrees online at SHSU, understand the challenges students face firsthand. They provide:
- Step-by-step guidance through the registration process
- Assistance with navigating financial aid and required documentation
- Direct connections to academic advisors and other campus resources
2. Proactive Outreach Through Calling Campaigns
Instead of relying on students to request help, a dedicated team now reaches out to accepted but unenrolled students. The team provides reminders, addresses common concerns, guides students in clearing holds, and ensures they are aware of key deadlines and next steps.
3. Personalized Support Beyond Standard Hours
Recognizing that many online students balance work and family responsibilities, SHSU Online provides 24/7 support. This allows students to receive assistance at their convenience, whether in the evening, on weekends, or late at night. Daniel Walker, Executive Director of Online Engagement and Learning Technologies Support, believes this expansion is a natural fit for SHSU Online’s support services. “Our Support Desk serves as a bridge, helping students navigate everything the university has to offer. Whether they are online or on campus, we make sure they feel supported every step of the way. Our goal is not just to answer questions but to proactively engage students, remove barriers, and contribute to their long-term success.”
Impact and Early Results
Early results of the outreach have been promising, with students expressing gratitude for the assistance and personal touch. “It can be overwhelming to know what to do when you’re first accepted,” said Jonathan Kinsey, Executive Director of Online Professional Learning. “Being able to provide a clear voice for a student and help fill in the gaps between people is important for creating a great student success experience at Sam.”
By collaborating closely with academic advisors and the Student Advising & Mentoring (SAM) Center, the call center team has streamlined the process, creating a seamless handoff from initial outreach to full enrollment.
“We understand the challenges online students face,” said Ruth Chisum, Assistant Vice President for SHSU Online Operations. “Many of them don’t have an internal advocate to help them through this process. We’ve made it our mission to be that advocate, ensuring every student has the support they need to successfully begin their academic journey.”
A New Era of Student-Centered Support
SHSU Online’s new initiative marks a transformative shift in how the university supports its online students. By combining technology, proactive outreach, and a deeply empathetic approach, SHSU is not just increasing enrollment numbers but ensuring that every student feels guided, valued, and empowered from the moment they are accepted.
As the landscape of higher education evolves, SHSU Online remains committed to breaking down barriers and making education accessible to all. Whether it’s through a late-night phone call, a personalized email, or a seamless handoff to an advisor, this initiative ensures that students are never alone in their journey toward success.