HEAT^® Self Service™

To reduce call volume as well as to help free up your support resources and increase productivity, consider using HEAT Self Service. With this module, you can encourage your customers to help themselves by giving them access to your knowledge base online, allowing them to conduct searches for common questions and answers, as well as submitting new issues and/or checking on existing ones.

HEAT Self Service provides the following key features and benefits:

• Reduced call volume and increased staff productivity. By providing an intuitive and accurate self service environment, you encourage your customers to help themselves thereby decreasing the number of calls your support center receives and freeing up your staff to help those customers with more complex issues.
  
  
• Customers can submit issues and receive e-mail confirmation. Customers can submit issues online themselves. Once their tickets have been received and logged, the system can send out e-mail confirmation automatically, with a hyperlinked ticket number which can be used for follow-ups and self-tracking of issues.
  
  
• Prioritize and classify support requests based on service level agreement. Prioritize and classify requests based on the level of service your customers have purchased if you provide tiered levels of service and support. This enables you to assist those customers with higher service level agreements first, ensuring increased customer satisfaction and improved efficiency within your support organization.
  
  
• Customized look and feel. Customize the user interface and content on your HEAT Self Service Web pages to fit the needs of your customers and employees.

If you have questions about HEAT Self Service, contact an Apropos consultant.