Flexible Help Desk Management
In addition to providing crucial data to managers, such as customer satisfaction
and the efficiency of your agents, SmarterTrack's administrative
features make it easy to customize the system to meet your business' unique needs.
Connect to third-party applications
SmarterTrack is designed to make use of external providers (calls to third-party
applications or databases) for authentication, to populate custom fields inside
SmarterTrack and to display custom screens and options. Through the use of external
providers, companies have unlimited capacity for customization.
Read more about SmarterTrack external providers
Encourage customer feedback with surveys
SmarterTrack can be configured to distribute surveys via live chat and tickets at
any time during the sales or support process to easily measure customer satisfaction
and monitor quality assurance. Built-in survey reports give managers added insight
into customer service operations and agent and department performance.
Automation with a comprehensive API
SmarterTrack was designed to support custom configuration and helpdesk automation
through its comprehensive API exposed via Web services to automate a variety of different tasks, including
retrieving ticket information; querying tickets; setting custom fields or comments
for tickets; monitoring the number of active tickets for the organization; or getting
lists of departments, groups or agents.
Read more about SmarterTrack Web services
Ban weak passwords
Take the security of your helpdesk up a notch by enforcing minimum password requirements and enabling a setting that protects the helpdesk from brute force attacks by temporarily locking a user account if there are too many failed login attempts.
Cost analysis reporting allows companies to make informed decisions about its workforce,
products, and practices. SmarterTrack makes it easy to define the costs and times
associated for each customer service function for quick creation of accurate cost
Detailed helpdesk reporting and analytics
With more than 70 pre-defined summary and trend reports, SmarterTrack provides the
information companies need to uncover problems, establish policies and accurately
One helpdesk for many brands
Companies with different divisions can use the same customer service software installation
to manage all communications. Tickets, agents, departments, emails, news items,
knowledge base articles, live chat, Who's On, and even the portal can be customized
to support multiple brands and languages.
Use custom fields to collect more data
With custom fields, companies are able to extend the data collection abilities of
SmarterTrack. Businesses can collect important information about customers prior
to ticket submission, deliver relevant solutions to customers based on information
collected or provide employees with real-time information regarding a customer’s
specific needs. Plus, agents can edit and view custom fields from most areas of the interface, including the communication tabs of tickets, live chats and call logs.