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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)
You can do so much with HEAT. It‘s great realizing we bought a piece of software that the entire district can actually use, and we don‘t have to buy another application to do something else. HEAT grows with us.
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
