Feature enhancements are now available in the latest releases of assyst version 9 Service Packs, now up to SP3.
Feature Highlights
Chat: Extending the way in which the Customers interact with the service delivery organisation; Instant Message Chats capability in the assystNET Self Service portal provides a user friendly, intuitive channel for Customers to access the service desk and obtain support. The Chat feature further reduces call volumes at the service desk, enabling service desk analysts the capability to quickly log incidents from a Chat Session, complete with notes from the conversation.
Customer Surveys: Gauging Customer Satisfaction is a key component to managing KPI's in a service delivery organisation, assyst now provides enhanced Customer Survey capability, accessible from the assystNET Self Service portal. Multiple choice surveys can be linked to specific events and also released to target customers based on process flow, such as when an Incident has been resolved or a Service Request fulfilled.
FAQ Feedback: Encouraging customers to pursue self-guided solutions to their issues is one of the objectives of an efficient Service Delivery organisation. The Knowledge Feedback functionality in asssytNET assists in capturing customer feedback on the effectiveness and usefulness of these knowledge articles which ensures the continuous improvement of knowledge quality and relevance for the customers.
Integration with External Knowledge Base Systems: In addition to assyst's Knowledge Base capability, it now offers integration to external knowledge systems, extending the access to existing investments and providing access to resources available in the business. At present assyst supports two External Knowledge Systems, Kaidara and Universal Knowledge.
Other enhancements include
- Additional Language Support ( Mandarin , Thai )
- Enhanced CTI Integration
- Time Zone support
- Enhanced assystNET Self Service features/li>
