Customer Service and Help Desk Software

SmarterTrack is one of the leading platforms for supplying effective and robust customer service solutions. With its powerful ticket helpdesk with support for multiple agents alongside a fully featured knowledge base application, SmarterTrack will allow your organisation to improve customer communication as well as providing a self service centre for commonly asked questions.

What's more, as the software is completely web based, organisations with remote offices can combine multiple customer support teams into one application to provide global assistance to their customer base. Some of the many features of this powerful help desk application include:

• A world-class Ticket solution that transforms service, sales, and help desk emails into a powerful information distribution system
• Live Chat, which gives businesses the ability to reduce help desk phone calls, capture information on website visitors, and assist more customers
• WhosOn, which gives businesses real-time tracking of customers as they navigate websites, providing the opportunity to increase sales, expedite customer service, and gather information on site visitors
• A portal interface that is optimised for search engines and functions as the central hub for all communication channels
• Self-service resources, such as a Knowledge Base and news items, that allow customers to research and resolve questions and issues
• A Web-based interface that provides accessibility wherever an Internet connection is available
• An integrated survey system that can be triggered upon events
• More than 70 summary and trend reports with many levels of customisation and filtering
• Support for multiple brands within a company

You can find out more about SmarterTrack through the SmarterTools site where you will also find a detailed comparison between SmarterTrack and it's competitors as well as download a free trial version of the software.

Professional vs Enterprise Edition

The Professional edition offers an excellent starting platform for any organisation however the Enterprise edition is supplied with additional features such as:

• Custom Fields
• External providers (databases and applications)
• Emailed and custom reports
• Detailed Cost Analysis
• Expanded reporting
• Exportable data options