SmarterTrack

SmarterTrack features task management tools to ensure every actionable item, whether triggered by a ticket, chat, or call, is tracked and resolved. It enables agents to fully manage tasks, associate them with the original interaction, set priorities, and monitor progress to ensure timely customer follow-up and issue resolution.

This functionality serves as the self-service hub, enabling users to submit tickets, initiate live chats, and access Knowledge Base articles. This interface is customizable per brand, allowing businesses to adjust visual styling and content access, thereby providing a seamless, on-brand support experience.

SmarterTrack software allows agents to track phone interactions and attach call notes directly to new or existing customer tickets. Businesses can integrate existing phone systems or use the Communicator softphone to automate logging, creating a comprehensive, historical record of every customer voice contact.

This feature offers various types of summaries and trends, providing administrators with actionable data to monitor support operations. It ensures service levels are consistently met by tracking key metrics, including agent status, brand-specific survey results, and ticket reply volume, thereby confirming high support quality.

The system enables proactive customer service by keeping users informed of critical business events, updates, or announcements. The software shares new product releases or scheduled maintenance updates, serving as an SEO-friendly content source that reduces support ticket volume and enhances customer transparency.