SmarterTrack is more than a customer service software application—it is a robust, feature-rich information
delivery system. With features like Help Desk, Ticket System, Live Chat, WhosOn, Cost Analysis, Data Mining,
Reporting, and Knowledge Base, SmarterTrack will redefine how you do business with employees, clients, and
partners. With SmarterTrack, you can find simple, efficient
solutions to increase communications with employees, clients, and partners while improving company productivity.
Thanks to its unique, adaptive architecture, SmarterTrack is versatile enough to stand alone as a complete
customer service software solution or as a feature-specific solution that enhances the performance of your organization.
SmarterTrack contains a world-class Ticket solution that transforms service, sales, and support Tickets
into a powerful information distribution system. Use SmarterTrack’s intelligent routing models and rebalancing
features to assign Tickets to the employees that can answer them most efficiently and equalize employee workload.
Track the complete history of a Ticket with the click of the mouse and give employees total control of all related
communications, including emails, notes, and associated Live Chats. With SmarterTrack’s detailed reporting, interactive
monitoring, and flexible distribution methods, Ticket management is easy and efficient.
SmarterTrack’s WhosOn feature gives businesses real-time tracking of customers as they navigate Web sites, and even
individual pages, providing the opportunity to increase sales and expedite customer service. Filter site visitors by
the pages they view and differentiate between visitors that are ordering, seeking support or simply looking for
information. Initiate communication via Live Chat to increase conversions and enhance the quality of customer service.
Create notifications and actions based upon 36 distinct attributes and turn your static Web site into an interactive marketplace.
Use SmarterTrack’s Live Chat feature to reduce phone calls, capture information on Web site visitors, and assist
more customers concurrently. Customers can initiate Live Chats via the Portal or directly from your Web site. As
employees receive Live Chat requests, SmarterTrack suggests solutions culled from relevant Knowledge Base articles
and Ticket resolutions, thereby reducing research time and improving overall response times. Audible and visual cues,
along with configurable automatic escalations, further ensure timely, quality responses to customer inquiries. In
addition, SmarterTrack’s co-chat and coaching features allow organizations to facilitate training and ensure the accuracy
and efficiency of employees. With this feature, managers can proactively address issues by monitoring Live Chats in real
time and offering co-chat or coaching assistance when needed.
SmarterTrack includes a Portal interface that is optimized for search engines and is fully skinnable to help create a
consistent company appearance and to function as the central hub for all communication channels. Leverage assets like
Knowledge Base articles, news items, and custom fields to quickly guide employees, clients, or partners to the information
that they need. With SmarterTrack’s Portal, you can create an SEO-friendly access channel for all of your interactions.
Choose your favorite features and use them in conjunction with other existing solutions to improve the performance of
your organization. With SmarterTrack Enterprise edition, system administrators have the ability to access the application
via exposed Web services and automate a variety of different tasks. SmarterTrack also is flexible enough to access external
databases for user/customer authentication and to populate custom fields based on that data. Customers and employees can now
use common login information and customer-specific details to have data displayed, confirmed, and used in real time without
changing screens or worrying that the data is up to date.