SmarterTrack 5.x is a powerful help desk application built for tracking, managing, and reporting on customer service and communications, including sales and support issues. Businesses can manage employees and Company communications at distributed Locations around the world from a Web browser—increasing the efficiency of virtual offices, mobile agents, and companies with multiple locations.
Benefit with Multi-Channel Communications
SmarterTrack help desk integrates multiple customer service solutions into a single application. Features include:
* A world-class ticket solution that transforms service, sales, and help desk emails into a powerful information distribution system
* Live Chat, which gives businesses the ability to reduce help desk phone calls, Capture information on website visitors, and assist more customers
* WhosOn, which gives businesses real-time tracking of customers as they navigate websites, providing the opportunity to increase sales, expedite customer service, and gather information on site visitors
* Call logs, which allow companies to track all incoming and outgoing phone calls
* A task management system that helps employees track and manage work that may need to be done after a call or live chat is completed
* A portal interface that is optimized for search engines and functions as the central hub for all communication channels
* Self-service resources, such as a Knowledge Base and news items, that allow customers to research and resolve questions and issues
* An integrated survey system that can be triggered upon events
* More than 70 summary and trend reports with many levels of customization and filtering
* Support for multiple brands within a company
