Taking a page from the well-thumbed marketing how-to’s written and implemented by consumer-aimed and business-focused open-sourced applications - the latest version of SysAid Technologies Customer Service Support software, CSS (News - Alert) 2.0, now offers freeware.

 

CSS 2.0 features reportedly the support industry’s first ever free on-demand platform for small and medium-sized businesses or “SMBs” that features live chat capabilities and includes a comprehensive set of CSS functionalities - previously only available to large enterprises. The new functionalities it says will not only allow for greater efficiency, but will fundamentally 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 Web site and instantly connect with customers as well as the ability to manage multiple conversations simultaneously, thereby obtaining greater productivity from support reps.

 

This feature also provides instant access to each customer’s full service history and a significant “leave a message” functionality that automatically converts messages to tickets saved in the service desk.

 

The SysAid CSS Free edition is a fully functional edition 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 email integration with their organization’s e-mail address.

 

SysAid’s CSS solution provides an intuitive, customizable interface based on proven service desk methodology, and allows support reps to better manage customer service requests in a timely and professional manner. The solution enables business administrators to easily 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, allowing them to avoid future service calls. 

 

SysAid CSS is an on-demand software that is hosted in SysAid data centers. It can be up and running within minutes. The help desk portal can be fully integrated into a company's existing website or hosted on a unique URL provided by SysAid.

 

As other firms have found and what SysAid will likely experience is that ‘free’ translates into ‘paid’ and ‘loyal’ not that far down the road. The move is well-timed given the challenging economy and the lasering of costs. Customer service and IT/tech support are very often the targets for expense reductions in organizations.

 

“With the introduction of SysAid CSS, we have made it possible for SMBs 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.

 

“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. 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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