Convert all your incoming email into tickets or have them submitted from the self-service Portal, or BOTH. Tickets can be distributed to specific Departments and Groups, and then to individual Agents to ensure issues are handled properly and completely.
Centralize your customer communication, prioritize issues and ensure customers are taken care of and that service levels are met, or even surpassed.Try for FreeBuy Now
Tickets can be submitted however you want: either via email or right from the self-service Portal. Agents have the ability to reply from the SmarterTrack Management Interface, using their favorite desktop or mobile browser, or from their own email client.
Give agents some personality with custom avatars, custom display names and department-specific signatures.
Every action is kept in a ticket’s history: initial submission, status changes, transfers, etc. This makes it possible to see exactly how a given issue was handled, who dealt with it and the timings of the back-and-forth with the customer.
Give customers who submit tickets via the Portal suggested knowledge base articles, potentially solving their issue BEFORE it’s handed to an Agent.
A powerful Event system can be used to ensure SLAs are met based on idle time, VIP ticket submissions or even ticket resolution requirements. All help you ensure that your service levels are met, or even surpassed. Notifications can be sent if a ticket sits too long, if a new reply comes in from the customer and much more.
If a ticket comes in from a foreign county, Agents have the ability to translate the ticket on demand using Google or Azure language services.