SmarterTrack
This help desk software streamlines customer support by integrating various communication channels such as ticketing, live chat, and call logging into a single interface. It enhances efficiency through automated ticket routing, enables real-time interactions, and facilitates task management, while providing insightful reporting to ensure optimal service delivery and customer satisfaction.
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SmarterTrack Review and Overview
SmarterTrack is an on-platform and online hosted help desk software to increase overall productivity, assist employees, cut down costs, and merge all communications in a single platform. It also comes with an inbuilt chat system and email- to ticket logging feature. It centralizes logs of all phone, chat and email to facilitate transparency and faster processing of logged tickets.
Cool Email Tickets
Email ticketing is an extra feature picked up by smarter tools. It logs all the emails received as a serving ticket and tags emails based on the purpose. The tagged tickets can then be self-served or distributed to the specific department to resolve the tagged issue. SmarterTrack uses Ruby Rosin to distribute tickets among employees and employees also have an option to pick from a pool of tickets keys based on their comfort level.
As emails are ticketed, It can be tracked and always passed around with its history ensuring improved transparency for the employer to monitor the progress. It is integrated with a time management system to notify employees and maintain time and quality.
Live Chat
SmarterTrack's AI-powered inbuilt live chat can be integrated with websites and allows visitors to chat via the site. It disperses the chat support requests among employees based on their preferred language. It also has an inbuilt Google translator to translate texts. The managers can view the chats in real-time and keep track of the progress.
Community-based Guides
SmarterTrack lowers dependence on customer service with its searchable, SEO-friendly, and updatable resources about the product's usability. The articles, videos, and tutorials are easy to find and organized based on specific communities. Besides the wide knowledge base, SmarterTrack offers NEWS content to better inform the users about new product releases and updates.
Customer service is a tiresome, repetitive, and energy-draining but necessary but SmarterTrack makes the boring job easy and enjoyable for both Employers and Employees. Employers can review a detailed analysis of the effort put in by the employees and the employees can reduce their workload with efficient tools offered by SmarterTrack. Improved satisfaction for customers, enjoyable work for Employees and reduced cost for Employers make it a worthy competitor in the cold customer service industry.
Top SmarterTrack Features
- Multi-channel support integration
- Advanced ticket routing options
- Real-time live chat capabilities
- Call logging and tracking
- Integrated phone system support
- Task management and tracking
- Customizable customer portals
- SEO-friendly knowledge base articles
- User community interaction platform
- News items for customer updates
- Comprehensive reporting and analytics
- Mobile app for remote access
- Events system for automation
- Multi-brand support capabilities
- Custom surveys and feedback forms
- Detailed SLA management tools
- Agent performance tracking
- Community moderation features
- Visual customization options for portals
- Continuous knowledge base updates
