UNIwise utilizes live chat to facilitate real-time communication between exam candidates and invigilators during online exams. In high-stakes remote assessments, where students are often locked into a secure browser environment, a reliable and scalable live chat tool was crucial.
It offered an immediate support channel to address technical issues, respond to candidate queries, and ensure a smooth exam process. They needed a live chat solution that was capable of effectively handling large-scale chats in critical exam conditions.
As a provider of digital exam solutions, UNIwise required a robust communication tool to give institutions using WISEflow a tool to support thousands of participants simultaneously during assessments and exams, ensuring real-time assistance for candidates and invigilators.
Most universities and other higher education institutions face a similar challenge too, as chat demand often fluctuates throughout the year, especially when admissions are open or during clearing. Chatbots have already been shown to help reduce the burden on administrative staff. At Georgia State University for instance, chatbots helped reduce summer melt by 22%!
And we are already getting empirical data about the positive impact of chatbots: California State University, Northridge (CSUN) saw an increase in retention and an uptick in graduation rates among students who used a chatbot during critical times, such as admissions season and during exams.
Uniwise was looking for a chat solution that offered scalability and the ability to search and manage large numbers of participants through an efficient, easy-to-manage dashboard. Previously, this had been an issue for them, resulting in a suboptimal experience during exams, impacting both the support process and overall user satisfaction.
Volatility in live chat demand was another significant requirement that UNIwise wanted to manage. During peak exam periods, the volume of live chat interactions would skyrocket, underscoring the need for a solution capable of scaling rapidly to handle the increased load without compromising performance.
This sudden surge in demand was followed by periods of relative inactivity, only to rise again as the next exam season approached. They wanted to avoid service disruptions and inefficiencies during critical exam times, and wanted a solution that could seamlessly adapt to variable demand.
UNIwise realized that they needed to migrate to a more reliable and scalable solution that could meet the growing demands of their patrons. Comm100 provided UNIwise with the flexibility and performance they needed to support thousands of exam participants at once, enabling real-time communication between candidates and invigilators.
One of the standout features was Comm100’s ability to route and manage large volumes of participants, ensuring a smooth and efficient exam experience. Comm100’s infrastructure adapted seamlessly to the fluctuating demand for live chat support, scaling up during peak exam periods and scaling down during quieter times.
This adaptability meant that UNIwise could consistently deliver a reliable level of service, no matter how chat volumes changed throughout the year. The onboarding and implementation process was straightforward, supported by comprehensive training and a dedicated customer success manager.
This made it easy for UNIwise to integrate Comm100 into their existing platform. As a result, they were able to improve the quality and reliability of their exam support services, effectively meeting the needs of their educational clients and exam candidates.
