University of Surrey Capitalises on the Flexibility of Live Chat

The University will optimise the best live chat solution for the 3 months helping potential students to find a placement whilst reducing the pressure the admissions department faces. During the period the University of Surrey is using the chat system potential students can easily make contact with the establishment; instantly connecting them to a representative in real time via text-based messages when they initiate a chat.

The Benefits to the University

Click4Assistance doesn’t tie customers into lengthy contracts. Monthly or annual subscriptions will simply roll over until they are no longer required. This is perfect for the University of Surrey’s operational needs and their resourcing, as they only have to purchase the software for the period they require.

Staff prefer using live chat as it reduces the time involved answering repetitive questions. They can also handle more than one enquiry simultaneously, helping them through the workload which increases with busier days such as A-Level result day.

Configuring Chat for the Period

It is easy for the University to edit the chat solution to match their previous configuration, as the Click4Assistance solution allows information such as Reports, Pre-defined Replies, End Categories, Auto Navigation URLs and Users to be exported. This helps administrators to quickly re-enter the information into the account and continue measuring results rather than start entirely from scratch.   

Saved designs for the chat button and windows can be uploaded into the solution allowing the University to use their previous customisation. Alternatively, the windows can be quickly amended with the simple editor that allows a logo to be added and to select colours to match corporate branding.

Scaling Up for Clearing

The University of Surrey uses live chat in one manner, using the flexible rolling agreements to cover the period they require. Whereas the University of Bradford uses the live chat solution all year round on their course enquiries and then with the flexibility of increasing their user licences, they ensure that more representatives are available via the live chat system for the Clearing period.

“The University of Bradford decided to implement a Live Chat solution for the Clearing period (July/August/September) 2014. Following a search of the market and vendor presentations Click4Assistance were chosen based on their easy to implement, cost effective and easy to use solution. The Web Team worked closely with Click4Assistance and implemented the tool in a matter of days with University 'Agents' up and running in no time at all.

“The tool was used really successfully over the Clearing period with additional agents added for that period, and we now have it running as 'business as usual' for our Course Enquiries team.”

This will be the fifth year that the University of Bradford uses live chat for Clearing.

Why Chat is a Vital Part of Clearing

As previously mentioned above, during the clearing period A-Level results day is one of the busiest days for universities to contend with. Thousands of potential students will want to get in contact with a representative to see if they can secure a place, in which this can obstruct the phone lines and cause an influx of emails.

Multiple chats can be handled simultaneously and queuing can be optimised to control the flow of enquiries, helping representatives to get through the workload in the most efficient manner.

What strategies has your university put in place for Clearing? There’s still plenty of time to implement the best live chat solution ready for A-Level Results Day, for information contact our team on 01268 524628 or email theteam@click4assistance.co.uk.