SmarterTrack 3 Customer Service Software

 Powerful. Efficient. Customizable.

SmarterTrack 3.X includes many new features and upgrades allowing the user more efficiency, flexibility, and control than ever before!

Check out all of the great new features below!

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.

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.

SmarterTrack includes a Customer Portal Interface that is optimized for search engines and is fully skinnable to match your company's look and feel and to function as the central hub for your customer service channels. Whether you allow anonymous communications, require customers to self-register, or authenticate against your own database, SmarterTrack is the solution.

Leverage assets like Knowledge Base Articles, News Items, and custom fields to pre-qualify customers and to prevent unnecessary Tickets and Live Chats. SmarterTrack accomplishes this dynamically as customers interact with the Customer Portal—reducing agent workload.

The Management Interface is designed to provide agents and managers with a fully functional workspace to manage all aspects of communication, system management, and agent monitoring. Tickets, Live Chats, WhosOn, and Knowledge Base Articles are all within easy reach and fully searchable. SmarterTrack utilizes snapping panes, right mouse click support, and other intuitive AJAX controls—bringing the features and performance of a desktop application to the Web.

Agents and managers have access to robust reporting tools to monitor performance and costs by agent, department, 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 proactively address issues from the same, intuitive interface.