1. SysAid CSS is a fully functional service desk solution. Please explain the main features that are available.
SysAid CSS is a 100% web-based, SaaS (Software as a Service) solution. This means that SysAid CSS is completely hosted on our servers – no need to download anything, install any hardware, or purchase any software. Furthermore, you don’t need to worry about maintenance or upgrades – we perform all of that for you automatically. SysAid CSS is also distinguished by its intuitive and user-friendly interface that helps both users and customers access and manage everything they need in one centralized place.
Its key features include:
• A professional ticket management system that helps you track and process service requests according to priorities, routing, escalation, alerts, and notifications
• Multiple channels for customers to submit tickets: including email, web forms, and phone calls
• A self service portal for your customers to easily submit tickets. You get your own unique URL which can act as a stand-alone site or be easily integrated as a frame into your website.
• A live chat module to easily communicate with your customers in real-time. It’s completely integrated with the rest of SysAid CSS, so you can access the customer’s service history and personal details from within the chat conversation.
• Reports and Analysis Module for instant access to information about service breaches, satisfaction levels, and your resource allocation
• Relation Mapper to help you visualize the detailed interconnections and relationships between different service items
2. Please explain how SysAid CSS originated.
Our flagship product, SysAid IT, is an IT management solution specially designed to meet the demands of an organization’s internal helpdesk. We discovered that interestingly enough, we had customers who were using SysAid IT as a customer service tool to provide external support for their customers. This piqued our interest, so we did some research into the other customer service products that were available on the market at the time.
We found that most customer service software solutions are expensive, resource-heavy, and require lengthy implementation time. For small to medium-sized organizations that can’t afford to make that kind of investment, this presents a big problem. Moreover, in today’s difficult economic climate, organizations need to provide superior customer service to ensure the success of their company. To do so, they need software that helps them establish efficient and effective service desk processes.
Even though SysAid IT is designed to provide solutions for the internal helpdesk, our clients chose it as a customer service tool because it was the best alternative to the existing products on the market. Unlike others, it’s easy to implement, intuitive, and affordable. We realized that we could use SysAid IT as a platform to develop a customer service solution that would meet the specific needs of this market. With our vision of simplicity and ease-of-use, we developed SysAid CSS to help organizations both large and small provide better customer service, increase customer satisfaction, and improve their bottom line.
3. Please explain the installation and implementation process for SysAid CSS.
Because SysAid CSS is a SaaS solution, no installation is required. You can set it up and get started in literally 2 minutes. All it takes is creating an online account in three easy steps: open an account, authorize the account via a link sent to your email address, and log-in. Most of the functionalities of SysAid CSS are preconfigured, so you can start working with it right away. You can then set up more advanced automated processes to fit your service demands. The implementation of SysAid CSS is incredibly fast and easy!
4. How easy is it to modify SysAid CSS?
A core strength of SysAid CSS is that it’s highly customizable. On a basic level, you can choose the information you’d like to have displayed in your SysAid CSS interface and organize it as you see fit. Choose the available fields you’d like to have displayed, customize all the notifications sent to your customers, choose the chat icon you want to display in your website – all those basic functionalities are there. On a more advanced level, you can enter custom logic, perform advanced HTML customizations, and develop your own API’s. Because our core philosophy is that of simplicity, making all of these modifications is very easy.
5. You make a free edition available for small businesses. What functionality is deleted from this edition if any? What are the parameters for using the free edition, i.e. size of company number of users?
As far as functionality is concerned, the SysAid CSS Free Edition includes all the core modules that a company needs to provide superior customer service, including a fully-integrated Live Chat module. It supports an unlimited number of customer contacts, one user, and 100 service requests a month. That is generally sufficient for the service activity of many small businesses.
The SysAid CSS Free Edition does not include two additional modules that are only available by purchase: the Manager Dashboard and the Projects and Tasks Module. Furthermore, there are some more advanced customization options and other applications that are only available in our SysAid CSS Pro Edition. If a company wants to expand to add more users, service requests, or these additional functionalities, upgrading is both easy and very affordable.
6. What functionality are you finding most important to your users?
First and foremost, our users need a service helpdesk to help them track tickets, establish an organized and systematic way of providing service, and make sure that nothing falls between the cracks. The automated processes of SysAid CSS’s service desk provide this structure and help companies work more quickly and effectively. When a customer submits a ticket, SysAid CSS logs it according to predefined parameters such as category, urgency, and other fields for maximum efficiency. A customizable alert system highlights urgent, unresolved, and escalated requests, and all tickets are automatically archived for later reference. With service desk administration developed according to proven methodology, SysAid CSS helps our users establish better practices and provide great customer service.
After customers submit tickets, they receive automatic notifications about the status of their ticket. This is key to raising the level of customer satisfaction – they’re kept informed and feel that their concerns are being taken seriously. These notifications help companies demonstrate accountability, and it requires no effort on the part of the service representative – SysAid CSS sends all of these notifications automatically.
The new SysAid CSS live chat module is also answering a huge need of our clients. It gives customers all the benefits of real-time communication while companies enjoy a more efficient communication process. The chat module is completely integrated with the rest of SysAid CSS, so it’s more than a chat tool – it’s part of a greater service solution.
7. How do you find the market reception for your products? Are you finding any challenges or obstacles?
As we anticipated, customers were waiting for a product to arrive on the market that was easy to implement, feature-rich, and cost-effective. From small companies to large enterprises, our customers have reported that SysAid CSS has helped them establish better service desk procedures. This has helped them increase customer satisfaction, make more sales, and contribute to the overall success of their company.
As far as challenges go, some people are still suspicious of cloud computing and fear that a SaaS solution carries risks. We explain that SysAid CSS is completely secure: all data is stored in two different data centers located in two different states in the U.S. as well as a third in Europe, and data backups are performed on a daily basis and are copied to remote data centers. The benefits of a SaaS solution are clear: you don’t have to install anything, we perform all the maintenance, it’s cost-efficient, and it consumes minimal amounts of resources. All you need is a web connection to access a superior solution for customer service.
8. Where are your clients located geographically?
The majority of our clients are located in North America, and we also have a very strong base in Europe. The rest of our clients are scattered throughout the world!