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.

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.