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Customer Service Software and More

• Do you need a powerful and measurable Live Chat solution for your Sales, Support, and Administration teams?
• Do you need an effective way to report the costs associated with your products, services, teams, or agents?
• Do you see value in efficiently delivering Knowledge Base articles and News Items to your customers as they need them?
• Would you like to leverage your existing customer information for authentication or to include additional information within SmarterTrack from an existing database?
• Do you want to monitor your employees and their performance?

The One-Stop Customer Service Solution

SmarterTrack is a robust Help Desk, Ticketing System, Live Chat, Cost Analysis, Data Mining, Knowledge Base, Reporting, and Analytics software application through an elegant web interface. The Event-driven architecture available within SmarterTrack provides the flexibility to automate functions such as a Live Chat Invite System, dynamic SLA policies, and more through the use of Notifications and Actions.

Server Installed, Shared Environments, and SaaS

SmarterTrack can be installed in multiple ways, allowing for additional flexibility and reduced costs. Like normal server applications, SmarterTrack can be installed onto a local or co-located server using the standard install download. Additionally, SmarterTrack can be utilized on Shared Hosting accounts at thousands of Web Hosting companies that provide Windows Hosting and SQL Server or MySQL support. More details on installations can be found on the Installation Methods page and within the SmarterTrack Help. Coming soon, the ability to receive SmarterTrack software as a service (SaaS) from an Authorized SmarterTrack Hosted Provider.

Customer Portal

SmarterTrack includes a Customer Portal Interface that is streamlined and optimized for search engines, all based on the STInterfaceFramework. The Customer Portal Interface is fully skinnable and can be branded to your company's look and feel. The Customer Portal can be used as the central hub for your customer service. Whether you allow anonymous communications, require customers to self-register, or authenticate against your own database, SmarterTrack is the solution for your business.

Leverage assets like Knowledge Base Articles, News Items, and custom fields to pre-qualify customers and to prevent unnecessary Tickets and Live Chats—directing them to the information, departments, or specific agents suited to their issue. SmarterTrack accomplishes this dynamically as customers interact with the Customer Portal—reducing agent workload and managing access in real-time.

Management Interface

The Management Interface is designed to provide agents and administrators a fully functional workspace to manage all aspects of communication, system management, and agent monitoring. Built upon the STInterfaceFramework, SmarterTrack utilizes snapping panes, right-click selections, and other intuitive controls to ensure a desktop-like environment. Tickets, Live Chats, Escalations, and Knowledge Base Articles are all within easy reach and fully searchable.

Agents and Administrators have access to robust reporting tools to monitor performance and costs of agents, departments, or the organization as a whole. Additionally, real-time monitoring allows managers to observe all aspects of the system and gives them the opportunity to prevent problems before they start.