Supporting The Entire Student Journey Through Better Conversations

Student engagement doesn’t begin at enrollment and it doesn’t end at graduation. It’s shaped every day by the quality of conversations students have with their university—whether they’re asking a simple question, seeking support, or navigating a moment that really matters.

For student engagement leaders, the challenge is rarely a lack of intent. Teams want to be proactive, inclusive, and supportive. The challenge is scale, consistency, and context. When communications are fragmented across systems and channels, it becomes harder to see the full picture—and harder still to intervene early when students need support.

This is where a connected communications approach can make a meaningful difference.

Move from reactive to proactive engagement.link to this section

Historically, much of student communication has been reactive. A student gets in touch, a team responds, and the interaction ends there. Increasingly, however, engagement leaders are looking to move upstream, proactively checking in, guiding students through key milestones, and reducing anxiety before it escalates into an issue.

With 8x8, universities can reach students across the channels they already use, including voice, chat, and digital messaging, all from a single platform. This makes it easier to communicate consistently and at the right moments—whether that’s supporting applicants through the admissions process, guiding students through enrollment, or reminding them of key deadlines during term time.

The result is engagement that feels timely and supportive, rather than transactional—and that momentum carries into every interaction that follows.

Meet students where they are.link to this section

Students don’t experience their university in channels, they experience it as a whole.

Some prefer to call. Others are more comfortable with digital messaging or chat. Many move between channels depending upon urgency, confidence, or circumstance. A modern engagement strategy recognises this and supports multiple communication channels without losing continuity.

8x8 brings these interactions together, allowing staff to see previous conversations regardless of how the student made contact. This continuity helps teams respond with understanding and confidence, rather than asking students to repeat information or re-explain their situation.

For students, that consistency builds trust. For staff, it reduces friction and improves efficiency.

Enhance student welfare through better visibility.link to this section

Continuity becomes especially important when it comes to student welfare.

Student needs are not always signposted clearly in a single conversation. More often, it’s the pattern of interactions over time that tells the story. By consolidating communications and integrating with existing systems, 8x8 helps universities spot changes in behaviour, increased contact frequency, or repeated requests for help.

This visibility supports earlier intervention and more coordinated responses between teams, from student services and wellbeing to academic support. For engagement leaders, it means moving away from isolated responses and towards joined-up welfare and academic support, delivered with empathy and awareness.

Enable participation through choice and clarity.link to this section

When students feel supported and understood, they’re more likely to engage—but only if communication feels accessible.

Creating an inclusive student environment starts with making it easy for students to access the information they need, in ways that work for them. Students engage differently depending on confidence, circumstance, and context. Some prefer a quick message, others a conversation, and many switch between channels over time.

By supporting communication across voice and digital channels, 8x8 enables universities to share timely, relevant information in formats students are comfortable with. This helps encourage participation not only in academic activities, but also in wellbeing services, support programmes, and wider campus life.

When communication feels accessible and responsive, engagement becomes more natural, helping foster a more connected and enriching university experience.

Scale and adapt as student needs change.link to this section

Of course, student engagement is not static.

Demand fluctuates throughout the academic year, from admissions and enrolment to assessment periods, wellbeing peaks, and high-pressure moments such as Clearing and exams. 8x8 provides the scalability and flexibility universities need to respond to these changes without disruption.

Teams can scale users and channels up or down, adjust routing, and adapt communication as demand changes. This ensures consistent service during peak periods, while avoiding unnecessary cost or complexity when demand reduces.

For student engagement and wellbeing teams, this flexibility means confidence that support will remain available and responsive—whatever the academic calendar brings.

Better conversations, better outcomes.link to this section

When communication is connected, proactive, and contextual, the impact extends far beyond operational efficiency.

Students are better supported from application through to graduation. Staff are better equipped to respond with confidence and care. And universities gain clearer insight into what students need, when they need it.

By using 8x8 to underpin student communications, engagement leaders can build a more supportive, participative environment—one where better conversations contribute directly to better educational outcomes.

Because when every interaction counts, the ability to see the whole student journey makes all the difference.

Speak to our team to explore how 8x8 can strengthen student engagement and wellbeing across your institution.