What is WebQA and how does it work ?

WebQA is a Web Based application that works on your website, with incoming emails or with incoming phone calls. It handles all aspects of Students, Faculty & Staff need for support by logging all incoming and outgoing interaction and keeping it controlled and managed in one place. WebQA can be setup for each of Stakeholders, Customers, Students, Staffs and Visitors. It will also provide centralized and detailed reporting to managers and supervisors who need to oversee the status of all interactions.  

WebQA will contribute to a reduced volume of incoming emails thus improving the productivity of the Enrollment Services Centre.
WebQA proprietary technology will provide to visitors “the right answer” or other related answers based on relevancy. Contrary to regular search engines or static FAQ, WebQA technology will deliver a dynamically ranked set of answers. While visitors may search using natural sentences or phrases, our search algorithm returns the right answer or related answers. The ranking takes into account visitors rating, click path, click popularity, keyword selection relative to click, frequency of occurrence, position and age of last update.

Post Secondary institutions significantly reduce the number of inbound calls while improving the quickness and quality of service. Visitors have 24/7 access for information with updates on all their inquiries, questions and requests – helping to eliminate the confusion of being managed across departments.

Across all our WebQA clients, over 85% of visitors find their answers online though the self service engine. WebQA has proven itself very useful to Admissions, Student Services, Registrar, IT Helpdesk, Library, distance Learning support and more.
WebQA is very intuitive and easy to use. Implementation does not require “heavy” manpower and client can be deployed in less than a week. As the system is intelligent and learns from visitor’s interaction, there are minimal maintenance requirements to improve the ranking of the returned results.

WebQA easily integrates with, and looks like, any website. There is no hardware or software to buy or administer.  Staff needs only to connect through a web browser to manage all requests for information and service 24/7. Post secondary Institutions use WebQA in helpdesks and on websites, in eight different languages, to:
•    Gain efficiencies from student self service
•    Improve responsiveness to student, faculty and staffs
•    Reduce calls or facilitate answering calls
•    Capture information all in one place whether coming from phone, email or website
•    Streamline and automate routing & processing

WebQA is robust and scalable across all departments. Its multi-interface function will allow, with no added cost, to customize multiple customer portals and display different sets of answers relative to the target audience.

• CF_EdQA7-How_does_it_work.pdf