Evan, an on-demand IT support vendor for businesses, added SaaS offering Evan360 to its platform. Evan360 helps organizations manage unplanned demand for IT support by connecting users with experts to solve problems immediately and remotely.
The customer experience SaaS platform replaces the need for help desk personnel and ticketing systems, according to the vendor. The platform is intended for use by a spectrum of enterprise teams, such as IT, HR and shared services teams.
Designed for larger organizations, Evan360 is customizable with specific internal and external networks of service providers. Support personnel can include internal staff, benefit providers, suppliers, existing contractors and Evan Master Certified Professionals.
Many traditional customer experience support systems come with hindrances and ineffective practices -- like long waiting periods to talk to a technician; a backlog of tickets that aren't answered in a timely manner; and service requests that don't actually require the expertise of a support specialist -- that waste the IT pro's time, as well as the employee's time, as they wait for a resolution.
Unlike the vendor's flagship application, Evan, which is suited for small, growing businesses, Evan360 is an automated service that recognizes users' problems and pairs them with an appropriate expert. Evan claims it addresses and solves problems in an average of 33 minutes or less.
When the IT support session ends, users can rate their experience, save their IT expert as a favorite to match with again, and access a report of their interaction and the work performed.
Evan360 is customizable to fit a company's branding, provides companies with their own domain and offers fixed-rate pricing with no long-term contract.
Customer experience SaaS platform Evan360 operates on Evan and integrates with an organization's existing Active Directory/local administrator password and remote desktop protocol systems. Evan360 is available now.