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.”
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