In the latest release of LightspeedNXT (ver 3.9.7) and LightspeedEVO (ver 5.6), hosted users of ADP Lightspeed will have access to Service Connect, an integrated smart-help menu designed to provide answers to users’ questions without leaving their workflow. This simple, time-saving 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, tips, and even offering live Web chat with Lightspeed customer support. Live chat offers a direct, online connection to Lightspeed’s support staff.
“Service Connect will help our users tremendously," said Dan Jacobson, director of client services at ADP Lightspeed. “Oftentimes, 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, expressed similar excitement regarding the impact Service Connect will have on Lightspeed hosted users. “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. If a user still has questions, they can submit an e-case, where a member of Lightspeed’s support team will call at a time that is convenient for the user.
