Live Chat for Customer Support

Industry analysts report that live chat software can significantly reduce cost over phone calls and allows companies to double the capacity of their customer service and support teams. SmarterTrack's live chat feature can help businesses reduce phone calls, capture information on website visitors and assist more customers concurrently.

Speak to customers in their own language

Automatically route live chats to the appropriate agent by assigning languages to departments or use the built-in live chat translation feature to allow agents to respond to chats in nearly every language.

Push information to customers in real time

Companies that use live chat software to meet the needs of website visitors can push relevant product information and provide immediate answers to customers, eliminating many barriers to purchasing.

Watch visitors and initiate conversations

Monitor visitors across multiple websites, track search engine referrals and use a visitor’s navigation history to evaluate a potential customer’s interest. Then increase conversions and enhance the quality of customer service by proactively engaging customers in real-time communication via live chat.

Chat with customers from your mobile device

Connect to SmarterTrack while on your iPad, Windows Phone or Android device and respond to tickets and live chats while on-the-go. SmarterTrack's Web interface is designed to provide a flawless experience on mobile devices and touch screens, but you can also answer tickets and live chats via the WAP interface.

Aid employee development through live chat

Improve employee training and efficiency with SmarterTrack’s coaching and co-chat features. Monitor live chats and proactively address issues by coaching the agent in real time or joining the chat to help both the agent and customer simultaneously. Promote collaboration by allowing an agent to seek guidance from another, more experienced agent via instant message or create permanent chat rooms to conduct virtual meetings with agents based at various locations.