Benefits

• Reduce call volume
• Minimize pressure on technicians
• Increase staff productivity
• Provide realized call center savings
• Boost customer satisfaction

Features

• Lost password retrieval - Enable customers to quickly and easily reset lost passwords.
• Session tracking - Learn how your customers use your knowledge base and with what frequency.
• Reliable, up-to-date information - Give your support technicians a head start on resolving issues. HEAT Self Service logs and tracks your customer’s search criteria and articles accessed.
• Personalized customer service - Integrate information from HEAT Self Service with HEAT to get a complete view of customers’ or employees’ interaction with the support center.
• E-mail confirmation - Automatically notify customers that their issue has been logged on the Self Service Web site and provide a hyperlink to their issue for tracking.
• Service level classification - With request prioritization based on their service level agreement, customers can use a Web connection to log on and start immediately.
• Customized look and feel - Tailor the user interface and the content on your HEAT Self Service Web pages to the needs of your customers and employees.

System Requirements

• Environment
  Microsoft Internet Explorer® 5.52 SP2 or higher
  Netscape® Navigator® 6.0 or higher
  Microsoft Internet Information Services (IIS) server 4.0, 5.0 or 6.0
  100 MB network connection (recommended)
  Intel® Pentium®  III, 700 MHz, 128 MB RAM (minimums)
   
• Operating System
  Microsoft® Windows NT® 4.0 Server SP6a
  Microsoft Windows®  2000 Server SP3 or higher
  Microsoft Windows ServerTM 2003