Review: SmarterTrack free version offers a Help Desk and Live Chat | Download Product Review - CNET Download.com

Review: SmarterTrack free version offers a Help Desk and Live Chat

Use SmarterTrack free version as a single agent help desk for your clients.

SmarterTrack features a customer service tool complete with live chat and support ticket capability. The free version of the software is only useful if your company is very small since it supports only one help agent.

One of the more useful features of SmarterTrack seems to be its 24-hour access to a Knowledge Base forum where your customers can help themselves at any time of day or night. Your company can also choose to offer a live chat option. It is important to know that if you need the capability for even one more agent, you will pay almost $200. Five agents will cost $400. So if you are looking for a free solution as a larger company or a company built solely on customer support, this one-agent version probably won't be enough. In addition, you will need to already have a database installed on your system in order for this program to work. The two databases that work with the free version are MySQL and Microsoft Windows SQL Server. If you do not have one of these, you can download free versions. In addition to chat and forums, you can also provide e-mail support using this program. Support tickets are issued to clients needing help so that you can keep track of each problem as it occurs. The program allows businesses to access and manage employee communication from any device using a Web browser. As a nice addition, the software supports WHMCS, and can easily integrate with it via an open-source module.

It is clear that SmarterTrack suits more advanced intermediate and expert users who know how to deal with databases and servers. The free version supports only one agent, but it is a good way to familiarize yourself with SmarterTrack's capabilities.

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