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.