SysAid Launches CSS Upgrade with Live Chat Capability

 
 
By Nathan Eddy  |  Posted 2010-01-19 Email Print this article Print
 
 
 
 
 
 
 

The customer service and support specialist announces an upgrade to its Customer Service Support (CSS) software, complete with Live Chat capability.

SysAid Technologies, a provider of help desk software solutions and Customer Service Support (CSS) software, announced the launch of the company's latest version of its CSS software, CSS 2.0. The updated version is a free on-demand platform aimed at small to medium-sized businesses (SMBs) that features Live Chat capabilities and includes a set of CSS functionalities that SysAid said could not only allow for greater efficiency, but could greatly alter the way SMBs approach and manage their customer service departments.

The Live Chat module enables users to embed a customizable Live Chat icon in their Website and connect with customers as well as the ability to manage multiple conversations simultaneously. Additionally, the Live Chat feature provides access to each customer's full service history and a "leave a message" functionality that automatically converts messages to tickets saved in the Service Desk.

"With the introduction of SysAid CSS, we have made it possible for small and medium sized businesses to offer customers the same services that until now, only large enterprise companies could provide," said Israel Lifshitz, founder and CEO of SysAid. "SysAid's vision is based on empowering businesses by offering real-time, cost-effective and scalable solutions, and the launch of CSS 2.0 is the next strategic step in our efforts to help them improve the way they operate their businesses."

Liftshitz said the company's CSS solution provides an intuitive, customizable interface based on service desk methodology, and allows service representatives to better manage customer service requests in a timely and professional manner. The also solution helps enable business administrators to organize and manage all incoming customer tickets and automatically sort and route them based on defined priorities and preferences. It also features a customizable FAQ knowledgebase for customers to reference.

SysAid CSS is an on-demand software (SAAS) that is hosted in SysAid data centers. The help desk portal can be integrated into a company's existing Website or hosted on a unique URL provided by SysAid. SysAid positions the CSS Free edition as suitable for small organizations serving up to 100 service requests per month, while the advanced Pro-edition is aimed at larger support departments. With SysAid Pro, customers can add unlimited number of users, record an unlimited number of requests, define escalation rules and configure e-mail integration with their organization's e-mail address.

"We are very pleased to release our newest version of SysAid CSS software and to equip businesses with the tools necessary to swiftly respond to incoming requests, while simplifying the entire process for both the company and the customer," said Lifshitz. "CSS 2.0 enables businesses to push their service desk to a truly superior level of performance, helping to increase overall customer satisfaction and retention as well as maintaining a competitive edge in the market."

 
 
 
 
 
Nathan Eddy is Associate Editor, Midmarket, at eWEEK.com. Before joining eWEEK.com, Nate was a writer with ChannelWeb and he served as an editor at FierceMarkets. He is a graduate of the Medill School of Journalism at Northwestern University.
 
 
 
 
 
 
 

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