IT self-service with Smart Link
IT self-service solution Smart Link helps users reach their goal quickly. Smart Link is the self-service software that establishes a smart connection between IT end users and IT Support. All IT-related information and support functions are pooled in a single channel. Thus Smart Link is always the first point of contact for IT end users – regardless of whether error messages, IT-related questions or service requests are involved. Furthermore, all of this is possible across all channels of communication; on every desktop PC, notebook, tablet and smartphone.
You have the possibility to install the self-service solution Smart Link "on premise" in your IT environment or to obtain our software as a cloud solution "Software as a Service".
fewer tickets in IT support
faster resolution time
Benefits of the self service portal Smart Link
- Greater efficiency: The number of tickets in 1st level support is cut by up to 20 %
- Shorter ticket resolution times thanks to automatic diagnosis information
- Proven high acceptance thanks to a unique user experience
- Additional information channel – can be reached round-the-clock
High User Acceptance of the self-service portal
User acceptance decides whether a self-service portal is a success. Smart Link achieves high user acceptance by its unique and intuitive mode of operation: Users ask their question in the self-service application and suitable answers from FAQs or helpful documents in the knowledge base are proposed while they are entering their search. If there is no answer in the self-service system, users can immediately create a ticket or request a chat with IT support or ask to be called back.
Besides, incidents that are already known are directly displayed as news in the self-service tool. That means that a query to IT support is often no longer necessary. In addition, Smart Link enables users to see their personal tickets or service requests at all times and track their status.
Functions of the self-service portal
Why is your IT self-service isolated from the other support channels?
Your self-service solution will be successful if you follow these 6 most important success factors. Learn from this brief e-book and propel your self-service to the next level to surpass the other support channels.