Mongoose Wrapped 2025: A Year in Conversations
How higher ed showed up, spoke up, and connected: one conversation at a time.
This year, conversations won. Across campuses big and small, institutions turned texts and chats into momentum—helping students take action, get answers, and feel supported every step of the way.
Highlights: 2025 by the numbers
77M
+
texts sent across thousands of campus teams
10M
+
student messages received
73
%
of conversations resolved
3M
+
chat messages exchanged
74
%
chat self-service rate
7.5
x
stronger outcomes from two-way conversations vs. one-way notifications
17K
+
chat conversations routed to a human when needed (best of both worlds: self-service + staff support)
39K
+
new leads captured via Mongoose Chat
Student expectations changed. Higher ed had to keep up.
Students want fast, helpful, personalized answers. Institutions that deliver that experience don’t just increase engagement—they improve outcomes.
This report shows what “great” looks like, including:
- What drives replies (and what quietly drives opt-outs)
- Which topics keep students engaged
- Where departments win—and where they get stuck
- How conversation intelligence turns messaging into a measurable strategy
What you'll learn
📊 Platform-wide benchmarks behind modern student communication
📈 Sentiment + resolution trends across millions of real conversations
📉 Opt-out patterns (and how to prevent them with relevance + tone)
💡 Department insights for Admissions, Student Success, and Advancement
⚒️ The “Tech Behind It”: how Text, Chat, WhatsApp, insights, and Smart Messages connect
🔓 What’s next in higher ed messaging: AI + humans, personalization, and insight-driven strategy
Sneak peek! 🫣
A few insights we can't stop talking about:
High-need support topics see extremely low opt-outs
Impersonal texts drive 1.3-1.4% of opt-outs
Chat delivered instant answers at scale, while still routing to humans when needed
Two-way messaging isn't just nicer, it's measurably better (7.5x)!
Ready to unwrap the year in conversations?