Support via self-service – getting it right!

White paper by IT service management expert Stephen Mann

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USU study: The art of reporting incidents

How well do IT departments inform users?

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More satisfied users

100% positive use ensures high acceptance

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Simpler communication

Guide users to a solution by means of a chat

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More targeted notification

Notify users directly by means of alerting

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Webinar with Forrester Research

The revolution in IT support

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Smart Link: Your software for IT self-service with a high level of acceptance among end users

USU Smart Link is the self-service software that creates a smart link between IT end users and IT support. All IT-related information and support functions are pooled in a single channel. That makes USU Smart Link the first place IT end users always turn to, whether they are reporting incidents or have IT-related questions or service requests – and it can be used on any desktop PC, notebook, tablet or smart phone.

20% fewer tickets in IT support

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50% to 90% reduction in ticket resolution times

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100% customer satisfaction

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A Unique User Experience

User acceptance defines whether your self-service offering is a success and so whether you can cut costs. USU Smart Link always leaves your IT end users with a sense of achievement – even if they don’t find a solution right away.

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Modern Communications Channels

"Conventional" support channels – a telephone hotline or ticket system – don't offer the fast response your users want. In contrast, a chat with a member of the support staff delivers direct and rapid assistance – at little cost and effort.

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Pinpointed Notification

If you actively notify IT users that IT services are impaired, the number of queries and incident reports received by IT support is reduced dramatically. And only the users actually affected are informed.

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