Case Study: University of Montana achieves 50% reduction in repetitive inquiries with Olark

How UM used Olark to get rid of their phone queue to serve more students & alumni

The University of Montana’s Registrar’s Office supports more than 10,000 students and alumni and was struggling with high volumes of repetitive inquiries, long phone queues and walk‑ins — especially questions about applications and form submissions. They needed an accessible, WCAG 2.0‑compliant live chat solution that fit their budget and could scale with their team.

Using Olark’s co‑browsing, chat transcripts, automated greeter and offline chat forms, the team could troubleshoot issues in real time, proactively engage visitors, and use transcript insights to improve website content. The result: chats dropped by 50% (from about 50 to 25 per day), fewer phone calls and walk‑ins, faster responses through multi‑chat handling, and a more informative site that reduced repeat questions.

University of Montana

Joe Hickman

Registrar