SmarterTrack 3.x brings all the functionality of a Help Desk, a Ticket system, Live Chat, WhosOn, cost analysis, data
mining, reporting, and a Knowledge Base in one software application, all delivered through an elegant Web interface.
SmarterTrack is the one-stop customer service and communications solution for organizations that want:
- A powerful and measureable Live Chat solution for customer service, sales, and management teams
- A convenient, trackable Ticket method to communicate with customers or employees
- A real-time training and coaching solution that allows managers to monitor and coach employees or agents
- The ability to view/interact with Web site visitors in real time
- The ability to distribute information via news items and searchable Knowledge Base articles through a centralized Portal
SmarterTrack is available as a traditional software installation or as a hosted service. Businesses that
choose the traditional deployment of SmarterTrack can install the software onto a local or co-located
server in dedicated, VPS, and shared environments using the standard install download. Businesses looking
for increased scalability and reduced IT costs may prefer to deploy SmarterTrack as a hosted service. With
Hosted SmarterTrack, the software is installed onto servers owned and maintained by SmarterTools.
Additional information regarding the benefits of Hosted SmarterTrack can be found on the
Hosted SmarterTrack page.
For help choosing which software delivery method best fits your organization’s business needs, visit the Hosted
Service or Software page.
SmarterTrack includes a Portal interface that is optimized for search engines and is fully skinnable to help
create a consistent company appearance. Access Tickets, initiate Live Chats, and view WhosOn your site from
one, convenient location. Leverage assets like Knowledge Base articles, news items, and custom fields to
quickly guide customers to the information that they need. Drive additional traffic and sales to your site
with optimized Portal content. With the SmarterTrack Portal, you can create an SEO-friendly
access channel for all of your interactions.
SmaraterTrack’s management interface is designed to provide agents and supervisors with a fully functional workspace
to manage all aspects of communications, system management, and agent monitoring. Tickets, Live Chats, WhosOn, and
Knowledge Base Articles are easily accessible and fully searchable, so employees can quickly find resolutions to any
query or issue. The management interface also provides access to robust reporting tools to monitor performance and costs
by agent, department, or the organization as a whole. Additionally, real-time monitoring capabilities allow managers to
observe all aspects of the system, providing the opportunity to proactively address concerns before they become issues.