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Better Business Bureau
Member Central Florida
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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 features below! |
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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.
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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 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.
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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.
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SmarterTrack incorporates a powerful Ticketing System that exceeds stand alone Ticket products. Through SmarterTrack, Ticket submission and response can be made into a powerful information gathering and distribution tool for customers, agents, and administrators. SmarterTrack will display the complete history of the Ticket—emails, transfer notes, associated chats, and comments—giving agents a global view and command of all communications related to that Ticket.
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SmarterTrack was built upon the STIndexingEngine to provide virtually instantaneous results to customer queries. KB articles and other information can be displayed automatically for customers as they type into the Ticket submission interface. Key words and tags are searched in milliseconds to provide instant relevant information—delivering answers before the question is fully submitted.
- – In SmarterTrack, creating custom fields to retrieve additional information about a customer’s issues is easy. Unlike competing products, the ability to report on that information is just as simple. Let your agents benefit from additional information provided, whether it be directly from the customer or automatically linked from an existing customer database. More information is available in the Reports and Customization sections.
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SmarterTrack utilizes intelligent routing to distribute Tickets. This concept assigns Tickets to agents who are best positioned to answer them in an efficient manner, as opposed to traditional round-robin distribution. Administrators and managers can assign weights to agents, giving certain individuals more or less of a workload. Managers can also receive each reply an agent sends to a customer by using the quality control feature. The Tickets system is fully extensible allowing for SLA policies or additional distribution methods.
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As agents receive Tickets, SmarterTrack can deliver suggested solutions and responses from related KB articles and previous Ticket resolutions. Agents also benefit from custom fields and pre-qualifying questions that were completed during Ticket submission. Additional features and methods can be utilized to further increase the performance of agents and the organization.
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Agents can not only respond to Tickets through the Management Interface, but from anywhere in the world. SmarterTrack can be configured to accept and respond to Tickets through email—including Blackberry™, Smartphones, and many others devices. This provides agents and managers the ability to deliver top notch customer service without being chained to their desktops.
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SmarterTrack incorporates a powerful Live Chat system that exceeds stand alone products. Live Chat represents a great opportunity to provide the appearance of a large organization, the ability to reduce or eliminate long distance calls and charges, and to improve the number of customers that can be serviced concurrently while accumulating information about the customers for reporting. The Customer Portal allows customers to initiate Live Chat and the Management Interface allows agents and administrators to interact with any number of customers from within a Web browser.
- – SmarterTrack utilizes intelligent routing to distribute Live Chats. This concept assigns Live Chats to agents who are best positioned to answer them in an efficient manner, as opposed to traditional round-robin distribution. Administrators and managers can assign weights to agents, giving certain individuals more or less of a workload. The Live Chat system is fully extensible allowing for SLA policies or additional distribution methods. SmarterTrack allows managers to monitor all active Live Chats on the system, in a department, or by an agent including the ability to view or search for old chat sessions.
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SmarterTrack utilizes intelligent routing to distribute Tickets. This concept assigns Tickets to agents who are best positioned to answer them in an efficient manner, as opposed to traditional round-robin distribution. Administrators and managers can assign weights to agents, giving certain individuals more or less of a workload. Managers can also receive each reply an agent sends to a customer by using the quality control feature. The Tickets system is fully extensible allowing for SLA policies or additional distribution methods.
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As agents receive Live Chats, SmarterTrack can deliver suggested solutions and responses from related KB articles and previous Ticket or Live Chat resolutions. Agents also benefit from custom fields and pre-qualifying questions that were completed during the Live Chat submission. Additional features and methods can be utilized to further increase the performance of agents and the organization.
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Chat aliases have been included to enable one agent to operate in multiple departments, groups, or escalated situations under multiple identities. This feature provides organizations the ability to give a larger appearance and a more distinct separation between duties. Agent monitoring and reporting is not affected by the use of Aliases.
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Although SmarterTrack has substantial features and is equivalent to many independent products, usability features have not been overlooked! An important situation that is often overlooked is how abandoned or lost internet connections for Live Chat sessions are handled. SmarterTrack gracefully tries to re-connect with either the agent or customer, until a connection has been restablished. In situations where a connection can’t be restablished with the agent, SmarterTrack will reassign the Live Chat session back into the queue for the next available agent.
SmarterTrack also includes distinct notifications (visual and audible) to alert agents when a new chat has been put in their queue and to help ensure the best response time. When certain, configurable idle thresholds have been surpassed, the visual notification will begin blinking rapidly and different tones will be heard by the agent to provide intuitive indications of urgency.
Agents can utilize an Away from Keyboard (AFK) feature. The feature gives agents the ability to have a temporary reprieve to catch-up or take a moment for other job responsibilities. Events and Notifications can be assigned to AFK actions so that managers and administrators can be notified immediately.
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Imagine being able to gather information from multiple databases, custom fields, and submitted text and then to be able to authenticate that information and tie it to a specific customer or type of customer. SmarterTrack accomplishes all of this and then allows you to report on this information with virtually limitless combinations showing summary information and/or trends across any time frame for fields, agents, etc. SmarterTrack has been intelligently designed for real-world use.
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SmarterTrack comes pre-loaded with over 60 Summary and Trend reports that allow administrators and managers to accurately measure results and establish policies. Summary and Trend results can be grouped and filtered in numerous ways to provide the business intelligence companies need, when they need it, via Custom Reports.
- – The cost analysis functionality within SmarterTrack allows you to define the costs and time for each Customer Service function—Ticket, Live Chat, etc.—and then report on those costs. This ability can let managers and administrators look into their organization to determine which products or services are generating the most interest for the sales department or the most traffic for the support team. There is no limit to the level or granularity of the costing information that can be reported and acted upon.
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Custom reports allow you to define a report once which can then be delivered on a regular schedule to the executive team, marketing department, sales force, or who ever needs the valuable information. Email reports can be delivered as simple text data or can include intuitive charts. For more information about the power of custom fields and reports, visit the Customization section.
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Experience the power of SmarterTrack’s industry-leading Event-driven architecture as it frees your organization from restrictions found in competing products. For the first time, a fully event-driven Customer Service solution has been created—making it possible to automatically escalate, notify, and manage customer service functions and so much more.
- Use automation to establish and manage custom service level agreement (SLA) policies.
- Establish notification profiles to deliver relevant and actionable information to related teams and subject matter experts (SMEs).
- Ensure quality and customer satisfaction by creating QC-related events based upon time and/or content.
SmarterTrack 3.x allows organizations to use event items to trigger an unlimited number of possible actions and notifications
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Events can be configured to perform important automated actions to speed information delivery or streamline operations. For example:
- Secondary groups or individual agents can be added when load or wait times exceed company standards—automatically bringing fresh resources to where they are needed most and balancing workload.
- Tickets can be automatically escalated when the number of responses or idle time reach certain parameters—ensuring quality performance.
- Automatically transfer a Ticket based upon keywords or based upon domain—so that one agent or group develops a relationship with a customer segment.
- There is no limit to the possibilities the events system can be configured upon.
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Alerts can be sent via email, on screen pop-up reminder, and/or SMS messaging. Imagine being able to:
- Know instantly when certain keywords are entered into a Ticket (e.g. “system down,” “quote,” “virus”).
- Identify if an important customer has contacted your sales or support team.
- Be notified when sales and/or support load is going up.
- Receive an email if wait-time exceeds company standards
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Custom fields take life in SmarterTrack:
- Collect important information about your customers and their systems prior to creating a Ticket.
- Deliver accurate and relevant solutions to your customers based upon the information you collect.
- Report on the costs or effectiveness of supporting a particular service or product…made or delivered on a certain day…from one specific data center or distribution point…all through one Web application.
- Provide your agents real-time information into the specific needs and configuration of each customer in a myriad of configurations.
SmarterTrack uses the power of custom fields to accomplish all of this and more.
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SmarterTrack is flexible enough to access external databases for user/customer authentication and to populate custom fields based on that data. Customers and agents can now use common log in information and customer-specific details to have data displayed, confirmed, and used in real-time without changing screens or worrying that the data is up to date. Agents can now give detailed responses and solutions based upon the individual specifications and requirements of each customer, reducing time and costs.
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SmarterTrack was built with custom configuration and automation in mind. System Administrators have the ability to access the SmarterTrack application via exposed Web services. These allow for the automation of a variety of different tasks:
- Retrieve ticket information
- Query a Ticket(s)
- Create and reply to Tickets
- Monitor the number of active Tickets for your organization
- Much more...
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SmarterTrack was built using the STInterfaceFramework so both the Customer Portal and Management Interface can be custom skinned to project a consistent customer and agent experience. More information regarding the custom skinning and the STInterfaceFramework is available in the Introduction section.
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SmarterTrack gives administrators and managers the ability to step outside the limitations of pre-defined configurations and Service Level Agreements (SLAs) to build their organization. SmarterTrack can help managers to create custom standards, metrics, and structures to suit their individual needs.
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SmarterTrack’s seamless, AJAX Web interface allows for effective management and administration from literally anywhere in the world—all in real-time. Settings can be changed, agent activity can be monitored live, and automated and manual adjustments can be easily navigated through the Management Interface.
- – By utilizing the revolutionary events system within SmarterTrack, administrators can set the actions field to escalate any issue automatically based upon defined parameters, such as:
- Key words in the subject line
- Number of responses
- Idle time
- Username
- Custom Fields
- Many more individual or combinations of triggers
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SmarterTrack allows administrators to define their company structure—departments, groups, and agents—in ways that are best suited to specific environments. Agents and administrators can exist in multiple departments or groups, and policies and events can be customized to each. SmarterTrack can be built in either dedicated and shared environments—and migrated effectively between the two—to provide complete flexibility as your operational needs change. Database functions can be linked to either SQL (Server 2000 or higher) or MySQL (4.1 or higher).
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SmarterTrack gives users and agents the ability to access the SEO friendly Knowledge Base and News items. The Knowledge Base is organized by category and supports full natural search capabilities to help utilize the KB articles more efficiently. KB articles and other information can be displayed automatically for customers as they submit Tickets through the Customer Portal. Agents can work concurrently on multiple KB articles with the use of pop-up windows.
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Administrators and managers can use the advanced reporting features to locate statistics and information on Knowledge Base searches. Managers can know what terms are being searched for that are not yielding results, as well as the number of articles that are found but not relevant to the customer performing the search.
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I am VERY happy with the service I receive from Server Intellect. I am 100% confident to recommend your company.
Rod Paddock
Editor in Chief
CoDe Magazine |
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