SysAid Goes Live with IT Help Desk Live Chat

Live chat is an ideal medium for IT support because it captures for easy viewing, retention and learning for users and support organizations alike, the information being conveyed. Thanks to the growing array of smartphones on 3+G networks chat can be used most anytime, anywhere.

SysAid Technologies is featuring what it says is the “industry’s first-ever fully integrated Live Chat module” in the newest version of its help desk software, SysAid IT 6.5. The new Live Chat function enables IT administrators to communicate in real-time with end-users, enabling them to conduct several different chats simultaneously. At the same time they can monitor the user’s IT assets, seeing what they are doing on their machines.

With SysAid 6.5, administrators can quickly get in touch with every end-user in their network and immediately resolve the afflicted end-user’s issue, offering a faster and much more effective method than communicating via phone or e-mail. Live Chat not only makes it easier for them to do their jobs, but simplifies procedures for the users as well; it streamlines the IT process for the entire company and creating an environment that will allow the IT Department to make correct use of their available technology.

Another benefit from Live Chat is improved processes, leading to lower IT support costs, and ultimately increased user productivity. The information gathered from users can be analyzed to determine if and whether there are recurring problems that need to be corrected. New fixes to such issues can be posted on self-help tools that then avoid calls, e-mails, or chat requests to the help desk about them.

In addition to the Live Chat module, SysAid IT 6.5 also includes improved graphical user interface along with a second new module: IT Benchmark. It will enable administrators to gain real-time industry insight; it will permit them to analyze, measure and evaluate their IT performance in comparison to other SysAid users globally. On a daily basis, the IT Benchmark calculates IT statistics within four parameters: current month, last month, current year, last year.

SysAid IT 6.5 will provide tighter integration between modules. Administrators can use it to evaluate their current IT performance with their past performance as well as provide them with parameters highlighting areas most in need of improvement.

“This is the first time that a real-time communications platform has been seamlessly incorporated into the help desk software itself, and will greatly impact the way IT Administrators do their jobs,“ says Israel Lifshitz, founder and CEO of SysAid. “Months of research and development, as well as user feedback, have gone into the creation of version 6.5 and we are thrilled to introduce the remarkable Live Chat function to the IT community. The overwhelming majority of our 1,600 Beta-Testers for SysAid 6.5 have responded that Live Chat will be the cornerstone of IT support in the future. This product is sure to change the face of the IT Industry as we know it.”