Streamline Your Helpdesk 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.
Manage all tasks
The task mananagement system allows agents to associate tasks to all customer communications--tickets,
live chats and call logs. To help agents meet business deadlines, SmarterTrack also
allows agents to configure reminders and events based upon each task.
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 inquiries.
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.