Webinars

IntelliResponse is a thought leader of Web Self-Service. Our experiences and best practices are shared through on-going learning webinars where we bring the voice and experiences of our expert team, knowledgeable analysts and our customers to share with you. View any of these webinars to gain insight into how your organization can leverage Web Self-Service to enhance your web site – and to reduce customer service costs, gain important “voice of the customer” insights and increase revenue.

Commercial Industry Webinars

	Enhancing the Customer Experience with a Multi-Channel Online Service Solution \| more info \| view \| add \| email to a friend
Leverage the latest online technologies and tactics to attract, convert and retain your best customers. Join experts from IntelliResponse, Live Person and 24-7 INtouch as they discuss the latest multi-channel strategies designed to increase customer acquisition, retention and satisfaction.
	How to Maximize eServices \| more info \| view \| add \| email to a friend
Self-service solutions are becoming a common part of many web sites because they educate prospective buyers, drive incremental sales, reduce contact center costs and improve customer satisfaction. Learn how to maximize eServices within your organization, and make the customer service transition from the web to the contact center effortless. In this webinar, Jeremy Green, a Senior Manager with TD Bank Financial Group, discusses how he successfully pioneered online eService deployments for sales and service at this national bank. Jeremy has 10 years of experience managing teams dedicated to driving online sales, transactions, cross-selling and channel integration efforts.
	You’d never treat customers like this if they visited your offices – why do you do it on the website? \| more info \| view \| add \| email to a friend
Visitors to a company web site are experiencing confusion and frustration trying to conduct business with your company. The adage that “you don’t get a second chance to make a first impression” is more relevant today than ever. Studies show that 80% of all web site visitors abandon the site before looking at a specific product/service web page, and a further 65% of those abandon at product web pages. In this webinar, Mitchell Kramer, Senior VP at Patricia Seybold Group, walks you through the advantages of Web Self-Service technology for addressing this prevalent problem. The Patricia Seybold Group is a Boston-based consulting and research firm specializing in helping Fortune 500 companies with their e-business strategies.
	Union Gas Web Self-Service \| more info \| view \| add \| email to a friend
Watch this Recorded Seminar Presentation of Union Gas and IntelliResponse at the 2010 EUCI Utilities Conference. Conference Topic How Union Gas Plans On Staying True to its "One And Done" Self-Service Philosophy via Web, Mobile & Social Media Speakers Maureen Russolo, Manager, Customer Experience, Union Gas Limited Sean Smith, Director, Business Development, IntelliResponse Systems Inc. Abstract Modern customer interactions now rely more and more on the web as the hub for first point of contact. Whether via a smartphone, corporate web site, or social media channel like Facebook, this new multi-channel reality can put customer satisfaction at many organizations to the test. This is why ensuring a high quality and consistent customer experience across these new channels is just good business, not only in terms of its impact on customer satisfaction, but also in the resulting bottom line savings. In this session, Maureen Russolo of Union Gas shares real life lessons from her organization's journey towards developing the strategy, business case and supporting technology necessary to deliver a "One and Done" customer experience in the new Web 2.0 reality.
	Delivering on the Promise of Web-based Customer Experience \| more info \| view \| add \| email to a friend
Peter Sargent, Vice President at Jupiter Research, discusses the dire consequences poor customer experience management can have on organizations, and how the latest in web-based tools such as Web Self-Service can help empower users with the right information.
	Why 'Old School' Self-Service is Hurting Your Customers and what you can do about it (via Web, Mobile and Social Media) \| more info \| view \| add \| email to a friend
It's a new era of customer service. Find out how next generation self-service can help your business. Watch this webinar hosted by IntelliResponse and featuring Dr. Natalie Petouhoff, Senior Analyst at Forrester Research, Inc. to discuss the customer service challenges created by traditional self-service and how organizations can drive new self-service enhancements in 2010 via web, mobile and social media. In this on-demand webinar, you will learn: How traditional self-service is failing the customer The importance of delivering One Right Answer to self-service questions The rising influence of mobile & social media Case study on how a top 10 North American bank has succeeded Best practices for your organization

Higher Education Webinars

	Texas Woman’s University \| more info \| view \| add \| email to a friend
Kim Grover-Haskin, Director of Instructional Operations at Texas Woman’s University shares her insights on the challenges of addressing TWU’s institutional needs and the process for technology selection. She walks through TWU’s experience with initial deployment of the IntelliResponse technology, how they leveraged the QuikStart™ start-up package and collaborated with a variety of departments to expand the initial I.T. Help Desk deployment to a successful campus-wide deployment.
	Penn State University \| more info \| view \| add \| email to a friend
Steve Selfe, Manager of Application Development at Penn State University discusses how leveraging the IntelliResponse "Instant Answer Agent" platform empowers both students and staff at Penn State to get online answers to critical time-sensitive questions, while reducing overall service costs across multiple departments.
	Convert more Web Site Visitors into Applicants \| more info \| view \| add \| email to a friend
This IntelliResponse webinar provides information on how your school can reduce site abandonment by giving potential students the answers they need to take the next step in their decision-making process. IntelliResponse, acting as a virtual agent, lets visitors ask questions in their own words and get One Right Answer. LivePerson, an IntelliResponse partner, also walks you through how students can chat with a representative of your school using LivePerson’s live chat. Leveraging smart business rules, your site can escalate interested students from IntelliResponse to a financial aid, academic or other advisor who can answer questions in real-time.
	University of Wisconsin - Green Bay \| more info \| view \| add \| email to a friend
Mike Stearney, Assistant Dean for Enrollment and Academic Services, talks about how his school, the University of Wisconsin - Green Bay, is benefiting from the IntelliResponse Instant Answer Agent. The solution is branded Ask GB and was launched in January 2008 and now allows students and staff to receive One Right Answer to frequently asked questions 24 hours a day.
	Broward College \| more info \| view \| add \| email to a friend
George Cooke, Director of Software Development & Web Services at Broward College, speaks about how they chose IntelliResponse to reduce their email volumes, provide better student services, optimize use of support staff, and increase enrollment.
	Athabasca University \| more info \| view \| add \| email to a friend
Michael Shouldice, Senior Recruitment Officer at Athabasca University, discusses how his school is answering over 20,000 queries per month with well over 95% of all queries receiving One Right Answer – through IntelliResponse’s Instant Answer Agent.