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What is SmarterTrack?
A help desk serves as a crucial element in a company's capacity to effectively address customer needs and deliver prompt support via various communication methods. These methods encompass live chat, call logging, phone system integration, knowledge base articles, news updates, and a ticketing system, allowing customers to connect seamlessly with the business. By merging these diverse channels into a single interface, the help desk eliminates the chaos of managing multiple systems. This centralized communication not only facilitates efficient reporting but also guarantees that customers receive optimal service in a timely manner. Additionally, the ticketing system transforms customer emails into manageable tickets, directing them to agents who are equipped to swiftly resolve issues or respond to inquiries. Ultimately, this streamlined approach enhances customer satisfaction by ensuring a cohesive and efficient support experience.
What is Cadalys Concierge?
Cadalys Concierge™ is an advanced and elegant Help Center that seamlessly integrates with Salesforce, providing outstanding automation for self-service options, ticketing, and knowledge management. This platform uniquely combines a personalized, predictive search experience with essential help desk functionalities, guaranteeing that employees, customers, and partners receive the necessary support without delay. By leveraging Machine Learning and AI-enhanced search capabilities, users can quickly find more pertinent information as the system adapts to deliver the most relevant search results for a variety of inquiries. The powerful search mechanism considers factors like the popularity of Knowledge Articles, user ratings, and the latest publication dates to effectively rank results. Each user's interaction is tailored to their individual preferences and requirements, enhancing the personalized experience. Moreover, feedback on articles is managed within a Service Level Agreement (SLA) framework, ensuring that updates are made promptly. Concierge also takes charge of the review processes for articles, automatically identifying content that needs revision. It provides recommended actions for swift resolutions, which can be adjusted by article type or category, or customized for specific entries, ensuring that users consistently access the most pertinent and current information. Ultimately, Cadalys Concierge™ transforms the support experience by fusing state-of-the-art technology with a design centered around user needs, empowering organizations to deliver exceptional service. The platform not only enhances efficiency but also fosters a culture of continuous improvement in support operations.
API Availability
Has API
API Availability
Has API
Pricing Information
$199 one-time payment
Free Trial Offered?
Free Version
Pricing Information
Pricing not provided.
Free Trial Offered?
Free Version
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Company Facts
Organization Name
SmarterTools Inc.
Date Founded
2003
Company Location
United States
Company Website
www.smartertools.com/smartertrack/help-desk-software-overview
Company Facts
Organization Name
Cadalys
Date Founded
2008
Company Location
United States
Company Website
www.cadalys.com/concierge
Categories and Features
Help Desk
Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Categories and Features
Help Desk
Alerts / Escalation
Automated Routing
Community Forums
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Incident Management
Interaction Tracking
Knowledge Base
Known Issue Management
Live Chat
Multi-Channel Communication
Multiple Brands / Products
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management