Tel Aviv, Israel - January 19, 2010 - SysAid Technologies Ltd., (www.sysaid.com), a leading global provider of help desk software solutions and Customer Service Support (CSS) software, publicly launched today the newest version of its Customer Service Support software, CSS 2.0. (Online SysAid CSS Demo)
The new version is the industry's first ever free Cloud platform for small and medium-sized businesses (SMBs) that features Live Chat capabilities and includes a comprehensive set of CSS functionalities previously only available to large enterprises. The new functionalities will not only allow for greater efficiency, but will fundamentally alter the way SMBs approach and manage their customer service departments.
"With the introduction of SysAid CSS, we have made it possible for small and medium sized businesses 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."
The Live Chat module enables users to embed a customizable Live Chat icon in their website and instantly connect with customers as well as the ability to manage multiple conversations simultaneously. Additionally, the Live Chat feature 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.
SysAid's CSS solution provides an intuitive, customizable interface based on proven service desk methodology, and allows service representatives 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 Cloud software (SaaS) that is hosted in SysAid data-centers and 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.
"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," added Lifshitz. "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."
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 the organization's email address.
Founded in 2002, SysAid Technologies Ltd. partners with IT professionals to make their work easier. The company provides IT service management (ITSM) solutions to more than 10,000 customers in 140 countries. From small businesses to Fortune 500 enterprises, IT departments use SysAid to deliver better service.
Available in 42 languages as a cloud-based or on-premises solution, SysAid combines all the essential IT tools in one simple and clever platform. For more information, please visit www.sysaid.com.