SmarterTrack incorporates a powerful Live Chat system that exceeds stand-alone products. Live Chat represents a
great opportunity to provide the appearance of a large organization, the ability to reduce or eliminate long distance calls
and charges, and to improve the number of customers that can be serviced concurrently while accumulating information about the
customers for reporting. The Customer Portal allows customers to initiate Live Chat and the Management Interface allows
agents and administrators to interact with any number of customers from within a Web browser.
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 Live Chat 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 Live Chats, SmarterTrack can deliver suggested solutions and responses from related KB articles and previous
Ticket or Live Chat resolutions. Agents also benefit from custom fields and pre-qualifying questions that were completed during
the Live Chat submission. Additional features and methods can be utilized to further increase the performance of agents and the
organization.
SmarterTrack utilizes intelligent routing to distribute Live Chats. This concept assigns Live Chats 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. The Live Chat system is fully extensible allowing for SLA policies or additional
distribution methods. SmarterTrack allows managers to monitor
all active Live Chats on the system, in a department, or by an agent including the ability to view or search for old chat
sessions.
Chat aliases have been included to enable one agent to operate in multiple departments, groups, or escalated
situations under multiple identities. This feature provides organizations the ability to give a larger appearance and a more
distinct separation between duties. Agent monitoring and reporting is not affected by the use of Aliases.
Although SmarterTrack has substantial features and is equivalent to many independent products, usability features have not
been overlooked! An important situation that is often overlooked is how abandoned or lost internet connections for Live
Chat sessions are handled. SmarterTrack gracefully tries to re-connect with either the agent or customer, until a connection
has been restablished. In situations where a connection can’t be restablished with the agent, SmarterTrack will reassign the
Live Chat session back into the queue for the next available agent.
SmarterTrack also includes distinct notifications (visual and audible) to alert agents when a new chat has been put in their
queue and to help ensure the best response time. When certain, configurable idle thresholds have been surpassed, the visual
notification will begin blinking rapidly and different tones will be heard by the agent to provide intuitive indications of
urgency.
Agents can utilize an Away from Keyboard (AFK) feature. The feature gives agents the ability to have a temporary reprieve to catch-up
or take a moment for other job responsibilities. Events and Notifications can be assigned to AFK actions so that managers
and administrators can be notified immediately.