An Integrated VoIP Help Desk
SmarterTrack gives you the flexibility to use your legacy analog phones, connect
via your existing VoIP phone system or take advantage of SmarterTrack Communicator,
the helpdesk's integrated, SIP-compliant softphone.
A fully integrated SIP-compliant phone for your help desk
Available as an add-on for your existing VoIP phone server, SmarterTrack Communicator
tightly integrates phone communications with all other forms of customer correspondence.
This gives agents and managers a more cohesive view of what's going on with customers
and improves the overall performance of any sized organization, from two-agent shops
to corporate call centers. With SmarterTrack Communicator, it's easy for agents
to transfer calls, automatically create call logs and record incoming and outgoing
Download it from the Support page.
Integrate with your VoIP or analog phone system
Use your existing VoIP phones to connect to SmarterTrack and automatically populate
call log fields like the subject, customer phone number, customer name, email address,
assigned group and agent fields. Agents with analog systems can still take advantage
of SmarterTrack's call logging by manually entering log details to ensure every
call is tracked.
Call customers with a click of the mouse
With click-to-call, agents can click on any phone number in a ticket or live chat
to initiate a telephone conversation with a customer and resolve issues at the first
point of contact. Plus, SmarterTrack can automatically populate call log fields
like the subject, customer phone number, customer name, email address, assigned
group and agent fields through VoIP integration.
Attach call logs to related communications
Agents can relate calls to any ticket, task or time log in the system, giving them
the background they need to increase first-call resolutions and ensuring a positive
customer experience. If an inquiry requires additional work beyond the initial phone
call, agents can mark the call for follow-up or create tasks related to the customer's
Analyze help desk reports
on calls and agents
Detailed call tracking reports help companies identify phone usage within the organization
to identify problem areas or redistribute employee resources. Use call log reports
to evaluate an agent's call performance, track periods of high call volumes or to
perform a cost analysis of your customer service departments.
Plus, you can:
- Automatically populate call log data.
- Auto-discover knowledge base articles and resolutions.
- Configure events for any call log action.
- Use custom fields to collect even more customer data.
- Integrate with existing databases and authentication systems.