In the latest release of LightspeedNXT and LightspeedEVO, hosted users of ADP Lightspeed will have access to Service Connect, an integrated smart-help menu designed to provide answers to user’s questions without leaving their work flow.
According to a press release, the feature knows what screen the user is working from and will suggest topics to answer questions. Service Connect picks up right where the user left off providing helpful hints and tips, while offering live web chat with Lightspeed customer support. LIVE chat offers a direct, online connection to Lightspeed’s support staff so customers have a choice of picking up the phone or having a web conversation with a Lightspeed expert, ADP stated.
“Service Connect will help our users tremendously,” said Dan Jacobson, director of client services at ADP Lightspeed. “Often times our phone lines get filled with customers who need answers to simple questions that Service Connect will now resolve. With one click of the “SC” button in the upper right corner of the program, customers can find answers faster than ever before. We’re excited to offer a new level of service to hosted Lightspeed dealers.”
Greg Smith, general manager of ADP Lightspeed, added, “At Lightspeed we strive to train our customers on how to use our programs, but when using a feature for the first time on their own they may not remember exactly what to do. That’s where Service Connect will add value to the dealership by saving them time. No longer will a customer have to call Support to get answers to everyday, user questions. With Service Connect they can quickly find the answer or open a LIVE chat and talk to a member of Lightspeed’s customer support team.”
As a user begins typing a question or topic into the Service Connect search bar, a list of relative help topics will appear, beginning with topics that relate to their current screen in Lightspeed, says the release. If a user still has questions they can submit an e-case where a member of Lightspeed’s support team will call them at a time that is convenient for the user.