Speaking about the new features at BGL Regtech 2019 in Melbourne on Tuesday, BGL chief operating officer Daniel Tramontana said the software provider had completed an overhaul of its support system to better address simple and frequently asked queries.
“We know that a lot of times, [users] contact our support area wanting quicker resolutions to things, so for those support issues that you come across which we can answer very quickly, we are now going to be able to get quick resolutions for those,” Mr Tramontana said.
The new system included an online “self-help” system that provides suggestions for user queries and allows users to view their previous history of logged support queries.
“To be clear, you can still ring BGL, but one of the great things about logging support with yourself is we give you suggestions relevant to you and we also give you the ability to track your support,” he said.
“What this allows you to do is if you ever need to go back and look at the history of queries you’ve had with BGL, you can do so easily.”
Additionally, Mr Tramontana said the software provider would soon be launching support chat in Simple Fund 360, with options for both simple and more complex user queries.
“What will happen is that when you go to engage with the chat, a bot will try and give you some suggestions to the queries, and if you then can’t resolve the issue, a person will take over,” he said.
“So, at that point, you are actually engaging with a real person and you’re talking through your problem.”
The support chat feature would also be available in BGL’s CAS 360 software for accountants, Mr Tramontana added.
