SuperGeek: Trying to change the way we interact with clients

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SuperGeek Trying to change the way we interact
with clients

• Sarah Carman
• University Information Technology Client
  Solutions and Services

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What is a SuperGeek?

• Knowledgebase Management
• Database of hundreds of questions that we can
  control the content of and the search parameters
• SaaS Solution
• The backend is run by a company called
  IntelliResponse and we run off their servers
• Ask a Question
• Allows students to ask questions naturally

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SuperGeek!!!

• This is what it looks like (front end)
• http//yorku.ca/computing/students

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Why SuperGeek?

• Web Self-Service
• We were hoping to get students to go to the
  webpage for common questions and learn to help
  themselves.
• We wanted something relatively interactive that
  did not require a lot of people hours to maintain
• Something that was easy to use and administer

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Level of difficulties

• The biggest problem we have is where to draw the
  line on what we should be answering and what we
  should not be responding to.
• For example What software do I need on my
  computer ?
• Questions and answer criteria-
• Which ones to add
• All possible spellings and misspellings

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What can you do with SuperGeek?

• Statistics at a glance
• Monthly mailed reports
• On the spot easy editing
• Quick check for broken links
• And much much more (ie email which we do not use)

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What reports do you have?

• Stats at a Glance
• On the surface you can see what is on the
  collective minds of the people using SuperGeek
• Top 10 Questions
• Refreshed in real time

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What reports do you have?

• Stats at a Glance
• On the admin console, you can see the answered
  and not answered questions
• including the ridiculous
• Response Rates
• by time give a good
• indication of the health
• of our knowledgebase

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What reports do you have?

• Monthly Stats
• Emails from the system with reports of your
  choosing.
• Here are 3 we get right now.
• Monthly performance report
• Summary Report
• User Rating Report Data

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What reports do you have?

• Monthly performance report
• Very similar to the Report at a glance but it
  gives you a look at the month or period of time
  you choose
• Summary Report
• Is an overall system summary
• User Rating Report Data
• Tells us what students thought of the answers
  they received

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Overall Pros and Cons

• Pros
• Easy to set-up
• Easy to maintain
• (Even if you have never programmed before)
• Easy to test your criteria
• Reduce call volume
• Hopefully reducing some of the calls we receive
• Great customer support
• Cons
• We get some ridiculous responses that play with
  our stats
• Stats are not pure and true data

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Thank You

• Thank you and have a great day!
• Questions?!?!?