Streamline Your Help Desk Workflow
While most systems restrict businesses to defined SLA policies, SmarterTrack extends
helpdesk management to include a task management system, follow-ups, time logging,
automatic escalations and notifications. Together, these features enable businesses
to customize how issues are handled, ensure service levels are met, and keep customers
and staff up-to-date as issues move towards resolution.
Fully configurable events system
SmarterTrack's events system allows you to stay on top of all help desk activity. Set up your help desk to automatically send emails or text messages when chats go unanswered, ticket conversations get too long or when requests for help from VIPs are received. Use events to create escalation rules, enforce SLAs, offer customer satisfaction surveys or anything else you can think of.
Automate multiple tasks with a single click
Increase agent productivity and streamline agent workflow by eliminating the need to perform repetitive, time consuming tasks. With manual events, managers can create a set of criteria and actions that can be executed on a ticket, live chat or call log with a single click. For example, transfer a ticket to another department, send a canned reply to the customer and SMS the new agent assigned to the ticket in one easy step.
Manage all tasks
The task mananagement system allows agents to associate tasks to all customer communications--tickets,
live chats and call logs. Track tasks at all stages of completion, assign tasks to categories and use the task scheduler to automatically create recurring tasks. To help agents meet business deadlines, SmarterTrack also
allows agents to configure reminders and events based upon each task. The task management system can be used to manage your business, not just communications.
Flexible workflow management
Customize your helpdesk operations to match the strengths of your agents. With
SmarterTrack, managers can automate workflow management to meet SLAs and route inquiries
to the agents with the technical skill set to best respond to them.
Help agents see where their time goes
Agents have the ability to track the time spent resolving customer issues via tickets,
live chats or phone calls. Managers can use this information to proactively manage
helpdesk workflow, develop new policies and improve overall helpdesk efficiency.
Ensure agents follow up on important issues
With follow-ups, companies can keep in constant contact with both existing and new
customers. Integrated with the events system, follow-ups notify agents when customers
haven’t responded to a ticket or need additional service.