SmarterTrack incorporates a powerful Ticket System that exceeds stand-alone Ticket products. Through SmarterTrack, Ticket submission
and response can be made into a powerful information gathering and distribution tool for customers, agents, and administrators.
SmarterTrack will display the complete history of the Ticket—emails, transfer notes, associated chats, and comments—giving
agents a global view and command of all communications related to that Ticket.
SmarterTrack was built upon the STIndexingEngine to provide
virtually instantaneous results to customer queries. KB articles and other information can be displayed automatically for customers
as they type into the Ticket submission interface. Keywords and tags are searched in milliseconds to provide instant relevant
information—delivering answers before the question is fully submitted.
In SmarterTrack, creating custom fields to retrieve additional information about a customer’s issues is easy. Unlike competing
products, the ability to report on that information is just as simple. Let your agents benefit from additional information provided,
whether it be directly from the customer or automatically linked from an existing customer database. More information is available
in the Reports and
Customization sections.
As agents receive Tickets, SmarterTrack can deliver suggested solutions and responses from related KB articles and previous
Ticket resolutions. Agents also benefit from custom fields and pre-qualifying questions that were completed during Ticket
submission. Additional features and methods can be utilized to further increase the performance of agents and the organization.
SmarterTrack utilizes intelligent routing to distribute Tickets. This concept assigns Tickets to
agents who are best positioned to answer them in an efficient manner, as opposed to traditional round-robin distribution.
Administrators and managers can assign weights to agents, giving certain individuals more or
less of a workload. Managers can also receive each reply an agent sends to a customer by
using the quality control feature. The Tickets system is fully extensible allowing for SLA policies or additional
distribution methods.
Agents can not only respond to Tickets through the Management Interface, but from anywhere in the world. SmarterTrack can
be configured to accept and respond to Tickets through email—including Blackberry™, Smartphones, and many others devices.
This provides agents and managers the ability to deliver top notch customer service without being chained to their desktops.