Help Desk Portals and Web 2.0

Portals
Business Partners LiveTime provides Business Partner access to ensure that your customers receive the most relevant and efficient support to keep them satisfied and confident in your after-sales service Business Partner user access allows Partners to view all their clients and their related incidents in LiveTime. Partner users can be included as a member of your support staff. This means, when escalation layers are configured in LiveTime, internal and external resources can be used. For example, internal support staff may provide level one support, but if the problem requires more specific product knowledge it can be escalated to the external business partner. Service Level Agreement targets are maintained despite incidents being out-sourced as the highest level of support can be provided by the parent company. So should an incident escalate back to the internal support team because the SLA deadline has been breached, the parent company can follow-up with the business partner. Throughout the lifecycle of an incident, LiveTime tracks the resources used to provide support, so organizations and business partners have a complete picture of how support requests are being managed.	Client Portal Spotlight LiveTime allows your organization to provide the very best support service across all time zones. The customer portal ensures your clients have the ability to find answers when they need them, and keeps them fully updated about matters relating to their issues. The customer portals works with you to keep your customers satisfied via: Incident Management - Enables customers to log, monitor, modify and close incidents via any web-browser, 24x7. Knowledge Base - A fully indexed store of relevant documents, which provide solutions or workarounds to known customer issues. Forums - Create a global community and capitalize on customer knowledge and feedback. Management Access LiveTime provides management access roles for those not involved in direct customer support, such as senior management, sales and marketing. Such high level access to the support infrastructure provides unique oppurtunities for managing customer satisfaction and driving increased customer loyalty. Managers can view and edit all client details, and have read only access to all incidents raised by customers. This allows members of other teams to monitor the after sales service provided, allowing them to follow-up on an individual or group basis, should a consistent problem become apparent. Full access to the Knowledge Base allows all employees, no matter what their role, to centralized product and support information. Therefore, sales team members have the ability to assist with customer issues as part of their follow-up program, before they are raised with the Service Desk. Forums provide an informal platform across an organization that can be used to discuss issues or plan future directions. For example, the support team, research and development team, business development and sales departments of a software company can use forums to discuss future product directions. The Reports functionality allows managers to observe the customer usage patterns to gain a complete picture of each client. This information can be used for planning, when organizations are trying to avoid re-occurring issues.

Portals

Business Partners

LiveTime provides Business Partner access to ensure that your customers receive the most relevant and efficient support to keep them satisfied and confident in your after-sales service

Business Partner user access allows Partners to view all their clients and their related incidents in LiveTime.

Partner users can be included as a member of your support staff. This means, when escalation layers are configured in LiveTime, internal and external resources can be used. For example, internal support staff may provide level one support, but if the problem requires more specific product knowledge it can be escalated to the external business partner.

Service Level Agreement targets are maintained despite incidents being out-sourced as the highest level of support can be provided by the parent company. So should an incident escalate back to the internal support team because the SLA deadline has been breached, the parent company can follow-up with the business partner.

Throughout the lifecycle of an incident, LiveTime tracks the resources used to provide support, so organizations and business partners have a complete picture of how support requests are being managed.

Client Portal Spotlight

LiveTime allows your organization to provide the very best support service across all time zones. The customer portal ensures your clients have the ability to find answers when they need them, and keeps them fully updated about matters relating to their issues.

The customer portals works with you to keep your customers satisfied via:

Incident Management - Enables customers to log, monitor, modify and close incidents via any web-browser, 24x7.
Knowledge Base - A fully indexed store of relevant documents, which provide solutions or workarounds to known customer issues.
Forums - Create a global community and capitalize on customer knowledge and feedback.

Management Access

LiveTime provides management access roles for those not involved in direct customer support, such as senior management, sales and marketing. Such high level access to the support infrastructure provides unique oppurtunities for managing customer satisfaction and driving increased customer loyalty.

Managers can view and edit all client details, and have read only access to all incidents raised by customers. This allows members of other teams to monitor the after sales service provided, allowing them to follow-up on an individual or group basis, should a consistent problem become apparent.

Full access to the Knowledge Base allows all employees, no matter what their role, to centralized product and support information. Therefore, sales team members have the ability to assist with customer issues as part of their follow-up program, before they are raised with the Service Desk.

Forums provide an informal platform across an organization that can be used to discuss issues or plan future directions. For example, the support team, research and development team, business development and sales departments of a software company can use forums to discuss future product directions.

The Reports functionality allows managers to observe the customer usage patterns to gain a complete picture of each client. This information can be used for planning, when organizations are trying to avoid re-occurring issues.

Web 2.0 ITIL Service Management, Help Desk and Support Software

Portals

Client Portal Spotlight

Help Desk Software, Web 2.0 Helpdesk, ITIL, Java and J2EE Customer Service and Support Software