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Increase service desk
productivity by reducing the flood of routine
technical issues to your support center. With
HEAT Self Service, customers can search the
knowledge base, submit a new service issue or
check the status of an issue – without adding to
your incoming call volume.
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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
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