Few things can slow down a support center like the daily flood of routine technical issues. Password resets, frequently asked questions and providing easy answers to rudimentary questions lead to lost hours of productivity at a significant cost to the support organization. HEAT Self Service translates into increased efficiencies and end user value right from the start.
- Improve customer communication at every level
- Reduce call volumes
- Ease agent workload
- Optimize staffing levels
- Enhance end user satisfaction levels
Service level classification — With request prioritization based on their service level agreement, end users can use a Web connection to log on and start immediately.
Learn the value of your knowledge base — Session tracking allows for easy monitoring of end user self service usage trends such as frequency of content accessed.
Personalize customer service and support — All the activity from HEAT® Self Service™ is integrated with HEAT® to provide a complete view of the end user’s interaction with the support center. The knowledge base can be customized to display the information that is useful and important to the customer or employee.
Automatically confirm acceptance of issues — End users receive an e-mail confirmation that their issue has been logged from the self service Web site. The e-mail provides a hyperlink to the original issue so they can check for accuracy and/or make changes as needed.
Ability to customize the self-service Web site — Tailor HEAT Self Service to provide other information that is important to the end users. Allow the Web site to link to other applications or information that is provided by other sources. Customize the look and feel of the user interface and the content on the HEAT Self Service web pages.
Lost password retrieval — If an end user forgets or loses his or her HEAT Self Service password, there is an easy-to-use reset capability.
Research shows that when end users effectively help themselves, costs can be reduced by 90% from a traditional phone call inquiry. Web-based access means employees and customers can search for answers whenever, from wherever issues arise—rather than using a telephone when they need service. The lower cost per transaction quickly contributes to the bottom line of the business.