 Give your customers self-help tools with BridgeAccess, the Web-based customer service solution from ScriptLogic.
Why a Web-based Customer Self Service Solution Saves Time and Money
 BridgeAccess enables your end-users to perform simple, self-help customer service tasks via the Web including checking a knowledgebase for known resolutions and entering, updating, and checking on the status of their trouble tickets.
Far reaching benefits include increased customer satisfaction and reduced service time logged by help desk agents.
The Benefits To the Help Desk and the End-User
- Provide immediate access to your help desk right from your customers' desktop.
- Control costs by reducing the number of phone calls your help desk agents must answer by enabling others to enter their own issues.
- Reduce the number of new issues by providing self-help options such as giving read-only access to your Knowledge Base.
- Reduce the number of "status" phone calls by enabling others to check on the status of their issues without calling your help desk.
- Reduce issue resolution time.
- Increase your help desk operations to 24/7/365 without adding to your help desk staff.
- Increase customer satisfaction!
How the BridgeAccess Customer Service Solution Works
BridgeAccess is a web module to BridgeTrak help desk software. Your central database of information (issues and Knowledge Base) resides
within either the Web or Windows core application. Help desk agents will also manage all issues from within the core program.
BridgeAccess provides a customer interface to your help desk. It has the "look and feel" of a standard Web page giving customers a comfortable setting to navigate.
Customize the issue entry form your customers will use. Help Desk administrators can designate which of the existing or custom fields will appear on the submission form. Issue fields may be defined as (1) Required, (2) Read only or (3) contain Default values.
The look is customizable too ! Display your
company name, logo, and contact information. Hyperlink to your company website.
Through a standard internet connection and browser,
an unlimited number of users can:
- Register as a new user.
- Define their own Login and password, login with ADX account, or the Help Desk defines a Login ID and password and the User is required to change their password at first login.
- Reset their own password without help desk intervention.
- Automatically receive an issue tracking number.
- Enter new issues (which will then be verified by a help desk agent) and update those issues. Even attach files to issues.
- Check on the status of their issues.
- Access your public Knowledge Base (read-only) for solutions to their problems.
- Perform queries on their issues.
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