SmarterTrack incorporates a Live Chat system that exceeds many stand-alone products—providing an opportunity to reduce phone calls, capture
information, and service more customers concurrently. Customers initiate Live Chats via the Portal or directly on your website. As agents
receive Live Chats, relevant KBs and Ticket resolutions are displayed. Agents can push pages within Live Chat and utilize the integrated
WhosOn feature to invite Live Chats on the fly.
In SmarterTrack, creating custom fields to retrieve additional information about a customer’s issues is easy. Unlike competing
products, the ability to report on that information is just as simple. Let your agents benefit from additional information provided,
whether it be directly from the customer or automatically generated from an existing customer database. More information is available
in the Reports and
Customize sections.
As agents receive Live Chats, SmarterTrack can deliver suggested solutions and responses from related KB articles and previous Ticket or
Live Chat resolutions. Agents also benefit from custom fields and pre-qualifying questions that were completed during the Live Chat submission.
Chat aliases have been included to enable one agent to operate in multiple departments, groups, or escalated situations under multiple
identities. This feature provides organizations the ability to give a larger, more professional appearance and a more distinct separation
between duties. Agent monitoring and reporting is not affected by the use of aliases.
In addition to standard round-robin and cherry-picking distribution methods, SmarterTrack utilizes an intelligent, configurable routing
methodology to distribute Live Chats based upon agent capacity and unique attributes. The Live Chat system is fully extensible allowing
for SLA policies or additional distribution methods. SmarterTrack allows managers to monitor all active Live Chats on the system, in a
department, or by agent—including the ability to view or search for old chat sessions. Managers can monitor Live Chats in real
time—offering “co-chat” or coaching assistance when needed. All Live Chats are maintained in the system and can be searched and
recovered for training or review.
SmarterTrack has been built from the ground up with usability in mind. In situations where a Live Chat has been abandoned or an internet
connection lost, SmarterTrack will attempt to seamlessly re-connect with either the agent or customer until a connection is reestablished.
In situations where a connection can’t be reestablished with the agent, SmarterTrack will reassign the Live Chat session back into the queue
for the next available agent. SmarterTrack allows Managers to configure Google Maps™ or Microsoft Virtual Earth™ to pinpoint
where the user is during that Live Chat. Agents will also receive other information such as IP Address, city, state, province, and country.
SmarterTrack also includes distinct notifications (visual and audible) to alert agents when a new chat has been put in their
queue and to help ensure the best response time. When certain, configurable idle thresholds have been surpassed, additional visual and
audible queues will initiate to provide intuitive indications of urgency.
The Away from Keyboard (AFK) feature gives agents the ability to step away from the Live Chat system without interrupting service or logging out.
Events and Notifications can be assigned to AFK events and management retains control of AFK and SLA policies.