Single entry point for all your users' support needs in the company.
Easy-to-use features that allow the end user to obtain information or solve problems themselves, at any time, in the office or on the move, and on any type of device.
The mobile application is necessarily coupled to the web application offering the services contracted with the Poppins SAS editor.
Detail of the functionalities:
The Chatbot, or more precisely "Selfcare module per virtual assistant", is a means offered to the user to access the information he needs when faced with a problem related to the use of the company's IT, or another field: general services, HR....
Poppins Software has chosen to rely on patented algorithms and a semantic analysis engine which, as its name suggests, translates a written request into natural language, offers choices of solutions in order of relevance and displays directly to the user the document corresponding to his request.
The Chatbot module can be coupled to the appointment scheduling module for users who would like to be called back by the support after an inconclusive selfcare session.
Synthesis of user tickets, satisfaction survey
Interconnected with the ITSM tool, the MyA' portal offers the user the possibility to visualize in a synthetic way all the tickets he has opened to the support (incidents and requests) with many features:
- Progress status
- Possible associated appointments (appointment scheduling tool included in the portal)
- Automatic restart without support call
- Access to the satisfaction survey module (rating of each ticket closed by a star system)
- Possible validations when the user is approvingN
- Access to the detailed content of the ticket
The user can very easily see where his requests stand.
This makes communication easier, greatly reducing the number of calls to the hotline or ISD.
The satisfaction survey module is a powerful tool for exchanging information with employees and regularly optimizes the tools through their analysis.
Communication and alert modules
Communication module: This function is intended for your IT department teams (or the company's IT manager). It offers the possibility of communicating with users on any type of information that may be useful to them: news, upcoming events (moving, scheduled service interruption...), launching new office automation services, reminder of good security practices... In short, everything that can help reduce the demands on the hotline by being proactive in communication.
Alert module: This function is administered by your company's IT support teams. It offers the possibility of alerting users in real time of an ongoing event that may affect them. For example: "Printer failure on the 3rd floor of building B"...
These are "flash" messages that appear as a red banner on the MyA' portal when you connect.
This tool makes it possible to reduce the number of "informative" requests or requests related to incidents already taken into account.
Features specific to the mobile version
This application includes some of the portal's functionalities and offers others that are specific such as:
- Voice control for selfcare
- Notifications: change of status of a ticket, approval requested on a ticket when the user is a validator, new alert or communication...
- The possibility of using the camera
to, very simply, open an incident by attaching a photo...
The portal and application are available in a multi-language version (FR, AN, AL, ES)
Reactivation of the iOS notifications
With Family Sharing set up, up to six family members can use this app.