• Help Desk Software
• Ticketing System Solution
• Live Chat
• Cost Analysis for staff
• Data Mining
• Knowledge Base
• Advanced Reporting & Analytics

The Event-driven architecture available within SmarterTrack provides the flexibility to automate functions such as a Live Chat Invite System, dynamic SLA policies, and more through the use of Notifications and Actions.

SmarterTrack incorporates a Live Chat system that exceeds many stand-alone products, providing an opportunity to reduce phone calls, capture information, and service more customers concurrently.
Customers initiate Live Chats via the Customer Portal or links on your website. As agents receive Live Chats, relevant KBs and Ticket resolutions are displayed. Agents can push pages or links within Live Chat and utilize the integrated WhosOn feature to invite Live Chats on the fly.

SmarterTrack has been built from the ground up with usability in mind. In situations where a Live Chat has been abandoned or an internet connection lost, SmarterTrack will attempt to seamlessly re-connect with either the agent or customer until a connection is reestablished.

In situations where a connection can’t be reestablished with the agent, SmarterTrack will reassign the Live Chat session back into the queue for the next available agent. SmarterTrack allows Managers to configure Google Maps™ or Microsoft Virtual Earth™ to pinpoint where the user is during that Live Chat. Agents will also receive other information such as IP Address, city, state, province, and country.

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, additional visual and audible queues will initiate to provide intuitive indications of urgency.

The Away from Keyboard (AFK) feature gives agents the ability to step away from the Live Chat system without interrupting service or logging out. Events and Notifications can be assigned to AFK events and management retains control of AFK and SLA policies.

SmarterTrack is a world-class Ticket solution that transforms Tickets into a powerful information distribution system. A complete history of each Ticket is readily available, emails, notes, associated Live Chats, and related Tickets giving agents a command of all related communications.
Detailed reporting, interactive monitoring, and flexible distribution methods make management easy and efficient.

As agents receive Tickets, SmarterTrack displays suggested solutions and responses from related KB articles and previous Ticket resolutions. Agents also benefit from custom fields and pre-qualifying questions that were completed during Ticket submission.

Agents can respond to Tickets from anywhere in the world through the Web interface, standard email, and email on mobile devices including BlackBerry™, iPhone™, Windows™ Mobile devices, among others.

SmarterTrack can gather information from multiple databases, custom fields, and submitted text; authenticate that information; and produce summary and trend reports in virtually limitless combinations.

Detailed cost analysis, custom reports, and emailed reports are made available to give managers unrivaled access to the information that they need and added insight into their Customer Service operations. SmarterTrack reports empower managers to understand what customer are looking for and more importantly what they are not finding.

Custom reports allow you to define a report once which can then be delivered on a regular schedule to the executive team, marketing department, sales force, or who ever needs the valuable information. Email reports can be delivered as simple text data or can include intuitive charts.

SmarterTrack includes a Customer Portal Interface that is streamlined and optimized for search engines, all based on the STInterfaceFramework. The Customer Portal Interface is fully skinnable and can be branded to your company's look and feel. The Customer Portal can be used as the central hub for your customer service. Whether you allow anonymous communications, require customers to self-register, or authenticate against your own database, SmarterTrack is the solution for your business.

Leverage assets like Knowledge Base Articles, News Items, and custom fields to pre-qualify customers and to prevent unnecessary Tickets and Live Chats directing them to the information, departments, or specific agents suited to their issue. SmarterTrack accomplishes this dynamically as customers interact with the Customer Portal reducing agent workload and managing access in real-time.

Management Interface

The Management Interface is designed to provide agents and administrators a fully functional workspace to manage all aspects of communication, system management, and agent monitoring. Built upon the STInterfaceFramework, SmarterTrack utilizes snapping panes, right-click selections, and other intuitive controls to ensure a desktop-like environment. Tickets, Live Chats, Escalations, and Knowledge Base Articles are all within easy reach and fully searchable.

Agents and Administrators have access to robust reporting tools to monitor performance and costs of agents, departments, or the organization as a whole. Additionally, real-time monitoring allows managers to observe all aspects of the system and gives them the opportunity to prevent problems before they start.