Advisor is a help desk solution designed for midsize and large enterprise businesses. It helps users with issue management, knowledge base maintenance and customer self-service via a public portal or direct feedback surveys. It is available through both cloud-based and on-premise deployment options and features a mobile app for iPhone and iPad devices.
Advisor allows users to track and analyze the technical diagnostic data in real time, which helps users identify and resolve technical issues.
Advisor also allows users to design mobile responsive guides to address common customer queries and service requests. These guides are customizable and allow users to identify causes and reach solutions using an algorithmic approach.
Advisor offers contact center module, which helps users route and manage queries over the phone. Users can provide a guide to customers that contains frequently asked questions and their answers. Customers can also use the search engine to search for guides and articles. Pricing is per user per month. Support is offered via email and phone.
Pieter from Atlas Copco
Structured knowledge base
Better distribution of known procedures/information
Better customer experience: fixing problems in one time (first time fix)
Intelligent software that tracks users input and can adjust and report on it. Also users input can be easily (with minimal effort) given to improve the content of the tool.
The possibility to link the application to other tools (data transfer & API-calls) can be very powerful.
The content management can improve: not enough support to maintain/control the content e.g. find outdated documents/duplicate pictures is difficult. Multiple languages are nicely supported but making sure all content is translated and up-to-date (in all languages) is tedious.
Christian from TDC A/S
Employees number: 5,001-10,000 employees
We have reduced our average fault correction time from 7 days to 3 days using Dezide in connection with other Measurement systems. It also allows us to switch procedures within minutes rather than spending weeks training people to understand the new ways of working.
Dezide API is easy to integrate to and provides full usage of the solution. We are using Dezide software to support our users in understanding and following our procedures and troubleshoot. The datacollection and automation possibilities in Dezide is outstanding, and allows us to automate many decisions.
Dezide is strongest when combined with other business rules software like KIE Workbench (DROOLS), but it's very easy to connect Dezide to any data source and create a truly personalized and dynamic experience for the users.
It also allows and invites you to be very creative, i.e. by spawning events in other systems and front-end by using its clever content tags.
Above all, Dezide as a Company is incredibly fast to react to specific requests and always provides examplary support.
While it's not an issue if you have your own BI solution, the Dezide reporting is not very easy to use and mostly relies on replicating the database and letting other software generate reports, so be ready to support that to drive the full value.
Viret from LEC / After Sales
The Dezide Advisor system helped us to :
- Standardize the troubleshooting processes
- Create a knowledge center based on our field service engineers feedbacks
- Propose dynamic guides available worldwide and reachable on several hardwares
Thanks to Dezide Customer service we are also able to customize the product to our needs.