AJAX-driven, Cutting Edge
Web-based Software-as-a-Service (no installs)
Chat with your students and prospects from anywhere, at any time. All you need is a browser. Intelliworks has a smooth, responsive user interface, even for users with limited bandwidth. Since Intelliworks Chat is a completely web-based product, no software needs to be installed.
Embedded Chats
Live chat products often require the use of popup windows and plugins. Surprisingly often, this creates problems for visitors. Popup blockers and missing plugins will mean that your visitors get frustrated, not liberated, by your live chat offering.
Intelliworks requires neither popups nor plugins. Intelliworks supports embedded chats, which mean that chats can be conducted directly from inside web pages.
(In some cases, popups can be useful, so we do support them.)
Customizable
Intelliworks Chat works great out of the box, but you can tinker with it all you like. We offer a powerful template system, which lets you customize every aspect of your chat deployment.
Whether you prefer chat buttons, popup windows, embedded chats, or some combination, Intelliworks makes it easy to deploy. If you need support, we're standing by to hold your hand.
- Change the look and feel of chat invites
- Customize using HTML, JavaScript and CSS
- No hard-coded chat windows
- Easily customize colors, logo etc.
- Override operator profiles
- Override all language strings
- Deploy different chat windows in different contexts
Usability
We believe in building simple, robust, usable applications. Instead of overwhelming users with hundreds of options and rarely used features, Intelliworks focuses on usability. That means a clean, understandable interface, and a minimum of training costs, so that your entire organization can benefit from engaging with students and prospects in real-time.
Visitor Intelligence
Intelliworks makes it easy to generate detailed reports about all aspects of your chat deployment. Reports can be viewed directly or exported to Excel or XML.
With Intelliworks, website visitors are no longer just a grey mass. Intelliworks analyzes each visitor and immediately reports on:
- Geographical location (city, country)
- Search engine keywords
- Business name, if available
- Previous chats with same user
- Referring page
- Current page
- Network owner
- IP address
- Browser type and version
- Operating system
- Visitor domain
Optional Desktop Client
Web-based applications are a wonderful thing. However, there are some features that are impossible to implement in a web browser. Intelliworks Chat offers a free, optional desktop client that runs in the background on your computer (Windows/Mac/Linux), and has the following main benefits:
- Automatic startup at login
- Idleness detection (switches you offline when you leave your computer)
- Pops up on new chats
Departments/Queues
Live chat is a great way to connect with customers, and your students and prospects will appreciate it. With Intelliworks, your problem may not be too few inquiries, but too many.
Fortunately, Intelliworks Chat was built for high demand. With our innovative queue system, visitors can be assigned to incoming queues. If customer demand is high, visitors will be given a place in the queue and continually updated on their place in the queue and expected wait time. You can create queues by department to service students based on the nature of their inquiry.
Intelliworks Chat gives you great flexibility in modelling your organization's structure. Using Intelliworks's queue functionality, you can set up different departments.
- Set up different departments (queues) like Admissions and Financial Aid
- Operators can be assigned to any number of departments
- Chats can be transferred to other operators or other departments
- Chats are intelligently assigned to operators based on load
Intelliworks Chat sports an intelligent routing engine which means that a chat requests is handled by the operator with the least current load. And with Intelliworks's innovative queue system, chat requests are always handled by the right expertise within your organization.
Chat Inquiry Forms
Intelliworks Chat includes a powerful form editor, which lets you build chat inquiry forms that can be delivered to the visitor at the beginning or end of a chat.
This is incredibly useful way to:
- Ask visitors for name, email etc. before a chat starts
- Let visitors rate their customer service experience after the chat
- Capture email addresses for later follow-up, or build your opt-in newsletter list
- Generate data for use in business analysis
Canned Messages
Canned messages enable your operators to quickly respond with stock messages, such as a welcome greeting. Messages can be categorized, and new messages are easily added on the fly. Permissions determine which operator are allowed to manage canned messages.
- Modify response before sending
- Add canned messages on the fly
- Include HTML and links
- Easily set up shared or individual message folders
Chat History/CRM Integration
Chat operators have immediate access to all visitors' previous chats, irrespective of who handled the previous chat. This provides valueable background information to chat operators, making it easier to quickly interpret what the visitor wants. All chat transcripts can be automatically attached to the individual contact record and archived in the Intelliworks CRM.
By setting up a simple survey, you can easily collect visitor email addresses. You can also make it easy for visitors to receive an email transcript of the chat. This gives visitors an added incentive to give you their email addresses, which you can then use for later follow-up.
Transcript emails can be fully customized with no coding.
For archiving purposes, you can instruct Intelliworks to send copies of these emails to a predefined email address. Email copies can be customized so they are suitable for direct storage in Intelliworks CRM.
Google Analytics Integration
Intelliworks Chat integrates with Google Analytics, so you can use this free, powerful reporting engine to report on the chats taking place. Easily and quickly report on chat volume, operator performance, and usage patterns - right from your regular web reporting interface. Google Analytics is a free service from Google.
How do visitors find your site? Chances are many of them pass through a search engine like Google.
Intelliworks Chat picks up on this, and automatically figures out which search terms the visitor used to find you. The information is available right from the chat window, and provides valuable background information for your operators.
Page Push
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Sometimes the quickest way to do something is to do it yourself. That's why Intelliworks lets you "push" your visitors to an arbitrary internet address. The page opens in the visitor's browser, but the chat continues. Push visitors to pages on your own site, or to external sites. You can even push things like PDF documents or email addresses.
Ban Visitors
Abusive visitors can easily be banned by both cookie and IP address. After a ban, the visitor will no longer be able to send messages through Intelliworks.
All bans can easily be removed through the ban manager.
Operator Profiles
Greet your visitors with real people! Intelliworks Chat supports individual profile pictures for each operator, along with an individual greeting text.
This is especially powerful when using live chat as a sales tool. (Would you rather speak to "Admissions" or to Michelle?)
Of course, if you prefer, all operators can use the same greeting and picture. However, we encourage our customers to personalize the chat experience for their visitors. By adding an authentic human touch, you'll see increased chat engagement and conversion rates.
Secure Chats
Intelliworks Chat uses industry-standard encryption, so you can be sure that your chats are conducted securely.
Even if your web site does not use SSL, Intelliworks still uses leading encryption technologyto protect the privacy of your chats, for both visitors and operators. This makes Intelliworks a lot more secure than traditional email.
Jana McQuaid,