Smart Answer

Smart Answer by Rush Project Inc. is a customer service software designed to streamline customer inquiries and issue tracking. According to the vendor, it is specifically tailored for small to medium-sized businesses and caters to a wide range of professions and industries including customer service representatives, support teams, help desk operators, service technicians, and IT professionals.

Key Features

Trouble tickets: According to the vendor, the software allows users to track and manage issues, service requests, projects, and work assignments through a centralized system. It offers efficient monitoring of customer inquiries and requests, tracking of ticket status and ownership, and the generation of performance reports based on ticket data.

Service management software: The vendor claims that the software provides ticketed support through web and email channels. It offers intelligent ticket routing and escalation for efficient issue resolution. Users can customize ticket fields and workflow and utilize advanced filtering and search features for easy navigation.

Live help software: According to the vendor, the software enables real-time chat with customers and provides real-time monitoring of website visitors. It aims to offer immediate customer support and assistance, enhancing customer engagement and satisfaction.

Knowledge database: The vendor states that the software provides a repository of pre-answered questions and solutions. It allows customers to find answers to their inquiries before contacting support, reducing the volume of support tickets. Users can easily create and manage a comprehensive knowledge base.

Embedded customer database: According to the vendor, the software enables quick and efficient storage and retrieval of customer information. It provides easy access to relevant customer details during support interactions, enhancing customer service. The software also supports seamless integration with other customer relationship management tools.

Multilingual: The vendor claims that the software automatically detects the language of incoming emails and supports multiple languages for efficient communication with customers. It provides direct URLs for different language versions of the help desk, aiming to enhance the user experience by offering support in the customer's preferred language.

Reliable: According to the vendor, the software utilizes a two-node distributed failover cluster for non-stop operations, ensuring high availability and minimal downtime. It provides a robust and stable platform for customer service operations, offering reliable service and performance.

Advanced contact form: The vendor states that the software allows users to create customizable contact forms with various field types such as text, drop-down menus, checkboxes, and date fields. It validates submitted data, handles file uploads, and generates unique service ticket numbers with email alerts.

Ticket tracking: According to the vendor, the software enables multiple operators to access the system 24/7 from anywhere. It provides visibility into ticket status and customer information. Users can personalize ticket browsing with a customizable interface and utilize advanced filtering and search features for efficient ticket management.

Bulletin board style: The vendor claims that the software represents each help desk ticket as a bulletin board topic, supporting various features of online bulletin boards. It allows for simple markup language, file attachments, and message drafts, facilitating communication and collaboration between operators and customers.