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Info & Downloads
Request a Free Trial Schedule a Live Online Demo Request a Requirements Meeting HEAT Solution Overview (PDF) HEAT Product Datasheet (PDF)
With HEAT, we‘re more efficient. We‘re getting things done more quickly, which has resulted in doing more with less. We‘re adding more employees, but not increasing support staff, and our service levels have increased because we can solve problems more efficiently.
HEAT® - Self Service
Heat Self Service increases customer service desk productivity by routing routine technical issues to your customer support center. Customers often receive the information they need faster than with a human interaction, leading to increased customer satisfaction. You can integrate Self Service with HEAT to gain a complete view of customers' or employees' interactions with the customer self service support center.
HEAT Self Service enables your customers to do the following, without increasing your call volume:
- Search the knowledge base
- Submit a new customer service issue
- Check the status of an issue
- Retrieve and reset lost passwords
What’s Inside - 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 a hyperlink to their issue for tracking.
- Added Customer information — Give your support staff 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 your customers use your knowledge base and with
what frequency.
KEY BENEFITS
- Reduce call volume
- Increase customer satisfaction, while lowering your cost per transaction
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Ease pressure on your technicians and your budget
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Provide customers and employees 24/7 problem solving
- Realize call center savings
