TrustRadius Insights
SmarterTrack has proven to be a valuable tool for users seeking to streamline call tracking and computer issue resolution within their …
Starting at $15 per month
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Recent Reviews
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Basic
$15
Cloud
per month
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Details
- About
- Tech Details
What is SmarterTrack?
SmarterTrack Features
- Supported: Automated Routing
- Supported: Interaction Tracking
- Supported: Knowledge Base Management
- Supported: Macros/Templated Responses
- Supported: Multi-Channel Communication
- Supported: Real-Time Chat
- Supported: Remote Access/Control
- Supported: Service Level Agreement (SLA) Management
- Supported: Ticket Management
- Supported: Workflow Configuration
- Supported: Alerts/Escalation
- Supported: Customizable Branding
- Supported: Email Management
- Supported: Reporting/Analytics
- Supported: Self Service Portal
- Supported: Call Center Management
- Supported: Live Chat
SmarterTrack Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based, Windows |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
SmarterTrack has proven to be a valuable tool for users seeking to streamline call tracking and computer issue resolution within their company. Users have praised the software's ability to efficiently handle incoming support requests, allowing them to respond promptly and provide relevant solutions. With the option to send emails directly from the system, users find it convenient to communicate with customers while keeping track of all support interactions in one place.
In addition to its communication capabilities, SmarterTrack has helped users identify areas of improvement in functionality, interface, and customer training and documentation. By analyzing customer feedback and support data, users have been able to make informed decisions on how to enhance their product or service offerings. This ability to gain insights into user experiences has been highly valued by customers who appreciate the software's role in driving continuous improvement.
The effectiveness of SmarterTrack in managing helpdesk tasks has made it a worthwhile solution for users. By centralizing support processes and providing comprehensive task management tools, users can efficiently track and prioritize support tickets, ensuring that customer issues are addressed in a timely manner. This streamlined approach saves time and enhances productivity, allowing users to deliver fast and reliable solutions to their customers.
Overall, SmarterTrack has emerged as a versatile solution that helps businesses effectively manage customer support operations. Its ability to handle call tracking, streamline communication, identify areas for improvement, and optimize helpdesk tasks has made it an indispensable tool for users seeking excellence in customer service delivery.
Helpful Ticket Management: Users have found SmarterTrack to be a helpful tool for managing tickets for their sales and helpdesk teams. Several reviewers have expressed appreciation for its functionality in efficiently organizing and tracking customer issues.
Flexible Deployment Options: The availability of on-premise options has been highly valued by users of SmarterTrack. This flexibility allows businesses to choose the deployment method that best suits their needs, ensuring seamless integration with existing systems.
User-Friendly Interface: The user interface of SmarterTrack has received praise from reviewers, who find it visually appealing and easy to navigate. Many users have highlighted how the intuitive design makes it simple to locate both current and past tickets, enhancing productivity and reducing time spent searching for information.
Inconvenient Ticket Order: Users have expressed frustration over the software's inability to customize the order of tickets in different queues. This has been mentioned by several reviewers, who feel that not being able to prioritize certain tasks can be inconvenient for their workflow.
Lack of Customer Account Linking: Some users have requested the option to link each ticket to a customer account for easy access to customer history. Instead of relying solely on search functionality, they believe that having this feature would improve efficiency and streamline their support process.
Missing Audit Controls: Several users have raised concerns about certain audit controls missing from the software, such as logging in and logging out. This lack of security measures has been noted by reviewers who value data protection and consider these controls essential for maintaining a secure environment.