Immediate aid for IT problems

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".

IT self-service: Know how it works?


20 %

fewer tickets in IT support

 

Icon - Zeitersparnis

90 %

faster resolution time

 

100 %

customer satisfaction

 

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

Smart Link Function - Start
Looks professional and is easy to use
Smart Link Function - News
News
Latest information like maintenance at first glance
Smart Link Function - FAQs
FAQs
An up-to-date FAQ list containing the most frequent queries is presented directly to users
Smart Link Function - Alerting
Alerting
Automatic notification of affected users in the event of errors
Smart Link Function - Multi Channel
Multi-channel Function
Can be used anywhere at any time
Smart Link Function - Analysis
Automatic analysis of additional information
Fast error analysis through automatic recording of diagnostic data
Smart Link Function - Feedback
Feedback
Continuous measurement of success and efficiency via reporting and feedback
Smart Link Function - Tickets
Overview of open tickets
The system permits access to service tickets with status tracking. That avoids queries about open tickets
Smart Link Function - Seamless Integration
Easy integration into your existing IT landscape

Why is your IT self-service isolated from the other support channels?

E-Book Self Service

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.

Download free of charge


Or contact us via our contact form or give us a call +1 617 307 7757.