SmarterTrack includes a flexbile, powerful and customizable ticketing platform that allows tickets to be submitted via email or the online portal while responses can be sent from anywhere there is a Web browser and an internet connection. In addition, it's possible to monitor the complete history of a helpdesk ticket and take total control of all related ticket communications, including emails, notes, tasks, phone call logs and associated live chats. Detailed reporting, interactive monitoring and flexible distribution methods mean that helpdesk ticket management is virtually effortless.

Industry analysts report that live chat software can significantly reduce costs when compared to phone calls and it allows companies to double the capacity of their customer service and support teams. In addition, more and more people are turning to chat as a preferred method of communication. SmarterTrack's live chat feature can help businesses reduce phone calls, assist more customers concurrently and caters to customer preferences. It also increases service levels efficiently without increasing cost.

SmarterTrack gives you the flexibility to use your legacy analog phones, connect via your existing VoIP phone system or take advantage of SmarterTrack Communicator, the helpdesk's integrated, SIP-compliant softphone. Regardless of the method used, it's possible to keep and track phone calls, associate calls with tasks or tickets, create time logs and more, further centralizing all communications in a single location.

With SmarterTrack's helpdesk portal, companies can improve their marketability and create a central hub for all communication channels. Encourage customers to submit tickets, initiate live chats and search self-service resources and use the Community to empower customers to give feedback, ask questions, report bugs and interact together. Using the portal, it's possible to expand your social network and improve your community outreach.

While most systems restrict businesses to lists of static, pre-defined SLA policies, SmarterTrack extends helpdesk management to include a task management system, scheduled follow-ups, time logging, and automated issue escalations and notifications. Together, these features enable businesses to be more flexible and customize how issues are handled, ensure service levels are met, and keep customers and staff up-to-date as issues move towards resolution.

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. This includes support for multiple brands, custom signature creation, detailed reporting, service level management and much more.