Name: SmarterTrack
Price: 15 USD
Author: SmarterTools

Customer Training

Help Desk

Live Chat

Web and Video Conferencing

Customer Support

Batch Management Software

Cross-Browser Testing

Functional Testing

Mobile App Development

PHP Frameworks

Product Analytics

Virtual Reality

Development

Learning Management

Online Proctoring Software

Education

Business Intelligence (BI)

Collaboration

Data Extraction

Emissions Management

Intellectual Property (IP) Management

Privacy Policy Generators

Enterprise

Accounting

Crypto Tax

Finance and Accounting

Applicant Tracking

Compensation Management

Corporate Learning Management

HR Compliance

HR Management

Payroll

Relocation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printing

Cloud Storage

Consulting and Advisory Services

DevOps

Distributed Denial of Service (DDoS) Protection

Fraud Detection

Integration Platform as a Service (iPaaS)

IoT Device Management

Mobile Identity

Network Performance Monitoring

Sensitive Data Discovery

Software Composition Analysis (SCA)

Storage as a Service (STaaS)

Time Series Databases

User Virtualization

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Email Marketing

Landing Page

Marketing Automation

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Product Configuration

eCommerce Analytics

Sales

Cloud Infrastructure Entitlement Management

Cloud Security Posture Management

Secure Access Service Edge (SASE)

Secure Service Edge (SSE)

Security

Church Management

Construction Workforce Management

Financial Services CRM

Fleet Management

Geographic Information

Intelligent Document Processing

Internet of Medical Things

Vertical-Specific

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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.

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.

Basic

ALVAO Service Desk

Clear C2 C2CRM

SmarterTrack

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

SmarterTools

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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