Hosted SmarterTrack

Hosted SmarterTrack is a cloud-based help desk and customer service platform designed to streamline support operations across multiple channels. It offers ticketing, live chat, call logging, and knowledge base management—all hosted by SmarterTools, eliminating the need for on-premises infrastructure while maintaining enterprise-grade functionality.

Features

• Multi-Channel Support: Includes ticketing, live chat, call logging, and self-service portals.
• Intelligent Routing: Uses customizable rules to assign tickets and chats based on agent skills, language, or product type.
• Live Chat Coaching: Managers can assist agents during live chats without customer visibility.
• Integrated VoIP Softphone: SmarterTrack Communicator enables call logging and customer data integration.
• Custom Forms & Surveys: Collect structured data and feedback from users.
• Advanced Search & Reporting: Enables deep insights into support performance and customer interactions.
• Auto-Translation: Supports over 35 languages for global customer engagement.

Capabilities

• Real-time communication and support tracking.
• Scalable for small teams or large enterprises.
• Seamless integration with existing systems and phone infrastructure.
• Role-based access and brand-specific configurations.
• Hosted environment with enterprise-grade reliability and security.

Benefits

• No Infrastructure Required: Fully hosted by SmarterTools, reducing IT overhead.
• Comprehensive Support Tools: All-in-one platform for managing customer interactions.
• Improved Efficiency: Intelligent routing and automation reduce response times.
• Global Reach: Multilingual support and auto-translation enhance international service.
• Cost-Effective: Eliminates hardware costs and offers predictable licensing.