The University of Western Ontario, one of Canada’s oldest and most prestigious universities, recently launched IntelliResponse to help improve the online student and staff experience in a variety of areas across campus.
The University of Western Ontario is a vibrant centre of learning with 1,279 faculty members and almost 30,000 undergraduate and graduate students. Through its 12 Faculties and Schools, and three affiliated Colleges, the University offers more than 60 different degree and diploma programs.
“Ask Western” was first launched on the university website to help prospective and current undergraduate students find the information they needed covering all aspects of student life. IT helpdesk was next – answering all those typical IT related inquiries that students need to improve their on-campus experience. A self service application to support the large faculty and staff information needs was next – gaining accolades across campus as it addressed a critical productivity need identified almost a year earlier.
All three applications were launched using the IntelliResponse QuikStart Program – within 45 days of project launch. QuikStart is a program announced earlier this year that guarantees an institution can go live within 45 days with at least 80% of all questions being answered with one right answer. It leverages IntelliResponse’s extensive repository of departmental templates and best practices utilized at nearly 100 Universities and Colleges across North America.
And the quality of visitor responses improves over time. According to Judy Steward, Web and Instructional Support for Western's Information Technology Services, what makes Western's software so remarkable is its strong reporting component. "If someone asks a question that we don't have an answer for, it flags it for us to add the question," she says. "The more people use it, the better the answers are and the stronger the database becomes." One of the powerful features of IntelliResponse is its ability to learn from each online visitor.
The full details about the significance of IntelliResponse at Western can be found in a news release on the Western web site.
About IntelliResponse
IntelliResponse is an award-winning technology helping organizations manage and answer high volume questions from its online visitors. Unlike traditional web “self-search” tools that force visitors to hunt and peck through a dizzying number of possible answers that are often confusing and ambiguous, IntelliResponse delivers One Right Answer to each question. The visitor experience is greatly enhanced, messaging is targeted and consistent, and every interaction is captured by a 24x7 research agent then transformed by a rich reporting suite into actionable business intelligence.
With over 125 implementations, IntelliResponse has answered over 20 million inquiries with One Right Answer, reduced call and email volumes by up to 90%, and optimized the productivity of call center support staff.
The largest corporations and higher education institutions in the World trust their web self-service to IntelliResponse, and include TD Canada Trust, ING Direct, American Express, Scotiabank, Ohio State, University of British Columbia and Johns Hopkins.
For more information, please contact:
Paul Smith - IntelliResponse
psmith@IntelliResponse.com,
T: (416) 214-9337 x35
