Streamline Help Desk Workflow

While most systems restrict businesses to defined SLA policies, SmarterTrack extends help desk management to include a task management system, follow-ups, time logging, automatic escalations and notifications. Together, these features enable businesses to customize how issues are handled, ensure service levels are met, and keep customers and staff up-to-date as issues move towards resolution.

Ensure agents follow up on important issues

With follow-ups, companies can keep in constant contact with both existing and new customers. Integrated with the events system, follow-ups notify agents when customers haven’t responded to a ticket or need additional service.

Stay on track

The task mananagement system allows agents to associate tasks to all customer communications--tickets, live chats and call logs. To help agents meet business deadlines, SmarterTrack also allows agents to configure reminders and events based upon each task.

Help agents see where their time goes

Agents have the ability to track the time spent resolving customer issues via tickets, live chats or phone calls. Managers can use this information to proactively manage help desk workflow, develop new policies and improve overall help desk efficiency.