Case Study: Frankfurt School achieves faster student engagement and streamlined recruitment with Userlike live chat

Frankfurt School - Customer Case Study

Frankfurt School of Finance & Management, a private German business school ranked among the world’s best, needed a better way to recruit and support prospective students online. Rather than immediately building an expensive chatbot, the school chose Userlike live chat to test student demand for chat as a contact channel; key requirements were fast implementation, widget customization to match their brand, and the ability to make autonomous changes without an agency.

Userlike was rolled out in under a month and was quickly adopted by students for short, immediate questions—particularly helpful for international and non-native speakers—prompting the team to scale to 25 chat operators. The chat is integrated into the recruitment mix (visible only when agents are available), delivers strong positive feedback and higher engagement, and generates categorized question data that the school is using to inform a future chatbot.

Frankfurt School

Florian Fürst

Team Lead Digital Media