Integrated calendar and optimized technical support workflows. Discover the 8.0 release
Acty 8.0 is here: faster, smarter, and more efficient technical support! The latest release of Acty is packed with innovative features designed to help you manage technical assistance more efficiently. Say goodbye to wasted time scheduling appointments, enjoy more transparent communication with customers, and access knowledge faster with AI. Let’s explore all the new features!
Simplified and organized appointment management
Struggling to find a suitable time for both you and your customers? With Acty’s new appointment management system, customers can independently select an available time slot, reducing support wait times and improving workflow organization.
Key benefits:
- Increased efficiency: every service appointment is logged and tracked, avoiding overlaps and misunderstandings.
- Centralized scheduling: operators can configure their weekly availability, ensuring calls are scheduled only within selected hours.
- Limited-time invites: customers can only access support within the specified timeframe, preventing unauthorized use.
- Calendar integration: compatible with Google Calendar and Office 365 to sync appointments and avoid scheduling conflicts.
How it works? The technician receives a technical support request. Instead of exhausting message exchanges to agree on a time, they send the customer a link to directly book an Acty session in the available slots. The customer selects the most suitable time, and the appointment is automatically synchronized with the company’s calendar, avoiding unforeseen issues and ensuring faster service.
Real-time operator status visibility
Now you can see your technicians’ availability in real-time, improving customer support management. Administrators can also monitor team presence to optimize resource allocation.
Key benefits:
- Always visible availability: operators display their online status or last login time.
- Better call management: reduced customer wait times thanks to a smarter request distribution system.
- Optimized resource allocation: administrators can instantly check which technicians are available.
How it works? Companies need to provide immediate technical support to their customers. With this new feature, the support manager can instantly see which technicians are available and assign requests efficiently, eliminating unnecessary delays.
More audio call options for greater efficiency
Communication with customers is now even more flexible, thanks to three new call modes tailored to every situation.
Key benefits:
- Audio-only calls: ideal for quick support without requiring video.
- Calls with ringing to mobile operators: technicians can receive calls directly on their smartphones, even when away from their PC.
- Calls with ringing to customers: reach customers instantly and directly, minimizing response times.
How it works: A technician receives a call from a customer experiencing an issue with a CNC machine. The conversation starts as an audio-only call, but with one click, the technician switches to a video call, allowing them to visually assess the machine and guide the customer through troubleshooting.
Instant AI-powered knowledge access with Sophia
Sophia, the feature that lets you ask ChatGPT questions using your manuals as a knowledge base, is now accessible even without installing Acty. A simple personalized link grants access to anyone who needs it.
Key benefits:
- No registration required: anyone can consult Sophia without downloading any software.
- Instant support: send customers a link to provide fast, accurate responses.
- Seamless portal integration: Sophia becomes an integral part of your system, enhancing technical support.
How it works? A technician performing machine maintenance has a question about a procedure. Instead of calling support, they scan a QR code on the machine, which redirects them to Sophia. Within seconds, they receive an accurate answer directly from the manual, saving time and effort.
What will you get with the Demo?
• Free consultation with our experts • Full software demo
• Personalized implementation ideas