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HEAT® Self Service Software

Self Service Software: Quickly Reduce Call Volumes

Empower customers to find answers and log their own service issues 24/7. Web-based Self Service software frees your team to focus on resolution and reduce your service desk costs.

Heat Self Service software increases customer service desk productivity by routing routine technical issues to your customer support center. Customers can receive the information they need faster than they would through human interaction, leading to increased customer satisfaction.

Self Service can integrate with HEAT to gain a complete view of customers' or employees' interactions with the customer self service support center.

HEAT Self Service software enables your customers to take charge of their issue and do the following:

  • Search your knowledge base
  • Submit a new customer service issue
  • Check the status of an issue
  • Retrieve and reset lost passwords

What does this mean for your organization and for your customers?:

  • Reduced call volume
  • Increased customer satisfaction and lower cost-per-transaction for you
  • Less pressure on your technicians and staff
  • Less budget pressure
  • The ability to provide customers and employees 24/7 problem-solving access
  • Overall call center savings

HEAT Self Service software provides:

  • Customized look and feel: Tailor the interface and content on your HEAT Self Service Web pages to support the needs of your customers and employees.
  • Service level classification: Prioritize requests based on the customer's service level agreement. Customers can use a Web connection to log on and access subscribed information immediately.
  • Email confirmation: Automatically notify customers that their issue has been logged and provide them with a hyperlink to their issue so they can track it.
  • Additional customer information: Give your support staff the tools it needs to get a head-start in resolving a customer's issue. HEAT Self Service tracks each customer's search criteria and articles accessed.
  • Session tracking: Learn how and how often your customers use your knowledge base.

To request more information, click here.

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