Press releases

University of California, Riverside to Leverage Intelliworks Chat for Real-Time Inquiry Response

School to manage online prospect communications through live chat to improve online customer service and increase prospect conversion

Bethesda, MD – December 07, 2009 –Intelliworks, Inc., a leading provider of relationship management software for higher education, today announced that the University of California, Riverside (UCR) has selected Intelliworks Chat to enable prospective students to connect with the university in real-time directly through its website. Intelliworks Chat will allow UCR’s admissions representatives to engage in a live chat with prospects and capture those interactions in the Intelliworks CRM. UCR has been an Intelliworks CRM client since the Fall of 2008.

According to “Getting to the Good Stuff – A New Vision for CRM” a presentation by Nicole Engelbert, practice leader, Ovum Technology Industries (part of Datamonitor), multi-channel communication capabilities are vital to higher education CRM functionality because they allow institutions to reach prospective students where they live. Engelbert adds that students expect institutions to deliver information relevant to their interests and for those interactions to occur in real time.

“We chose Intelliworks Chat as a way to improve our students’ satisfaction by decreasing response time and cutting down on email backlog,” said Emily Engelschall, director of recruitment at UCR. “We launched Chat during a busy time of year, when students are working to get their applications in on time. In just the past few weeks, more and more prospects are using this as a way to get their questions answered quickly.”

UCR is utilizing current students who work in the admissions department to help staff the chat after normal business hours. This allows prospects to be able to reach a representative at the hours they are most likely to be working on their applications.

Intelliworks Chat offers an easy-to-use and intuitive interface to allow for easy adoption from both full-time and part-time chat agents. However, Intelliworks Chat still offers a number of robust capabilities designed to enhance online recruitment efforts. With Intelliworks Chat, institution will be able to:

  • Manage multiple agent queues and transfer chats across multiple departments (for example: admissions, financial aid, student services)

  • Instantly identify visitors by region

  • See previous chats with returning visitors

  • Assign inbound chats to representatives

  • Direct prospects to web pages through the ‘page push’ feature

  • Attach chat transcripts to the contact’s record in the CRM

  • Integrate chat statistics with Google Analytics

  • Access the agent console via any Web browser, or through an optional desktop client

“Intelliworks Chat allows institutions to connect instantly with their constituents and track those interactions through their CRM,” said Todd Gibby, Intelliworks CEO. “This solution will help institutions like UCR more efficiently manage the large numbers of questions they see daily.”

About Intelliworks

Intelliworks enables enrollment and admissions professionals to make purposeful connections with students through its Web-based relationship management, marketing and recruitment services. Leading institutions around the globe leverage Intelliworks’ relationship management solutions for higher education to increase enrollment, enhance marketing performance and improve operational efficiency. For more information, visit, http://www.intelliworks.com.

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