24x7 End User Access

With HEAT Self Service, employees or customers can submit service requests or get status updates over the web. HEAT Self Service integrates out of the box with HEAT® Plus Knowledge providing web-based self help and access to the knowledge base to help reduce the “how-to” support requests. The powerful self service module lets customers access the problem-solving capabilities of the HEAT application from any web browser when issues arise—day or night.

Few things can slow down a support centre 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

Get results with HEAT Self Service

• 24 x 7 Access for Customers - Open your service desk to your customers, even when there isn’t someone around to answer the phone. 

• Reduce Call Volume - With HEAT Self Service, give your users multiple avenues to report issues, helping reduce the number of calls, and assisting with better resource management.

• 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

• 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.

• Learn the value of your knowledge base - Integrate HEAT Self Service with HEAT Plus Knowledge and monitoring end user self service usage trends such as frequency of content accessed, as well as what knowledge is actually solving problems.
   

HEAT Self Service pays for itself quickly

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.

Extend HEAT Self Service with Heat Plus Knowledge — Improve service agent efficiency when real-time service content is captured in an easy-to-access knowledge base.