infoTECH Feature

February 25, 2009

SmarterTrack Customer Service Adopted by DiscountASP

DiscountASP.NET (News - Alert), a vendor of ASP.NET hosting, has announced the adoption of SmarterTrack customer service software to deliver what the SmarterTrackers say is "customer support Ticketing, Knowledge Base (News - Alert) articles, and more" for DiscountASP.NET customers via a Web-based communications portal.

"We found our previous customer service product to be inflexible and limiting," said Takeshi Eto, vice president of marketing at DiscountASP.NET. "DiscountASP.NET had already migrated to the SmarterMail mail server and SmarterStats Web log analytics packages from SmarterTools and we were happy with those results."

SmarterTrack brings the functionality of a Help Desk, Ticket system, Live Chat, WhosOn, cost analysis, data mining, reporting, and a Knowledge Base in one application on a Web interface. The product has the ability to automate and extend to external databases and applications, company officials say, and "can effectively replace multiple applications and services, such as LivePerson (News - Alert), Bold Chat, Provide Support, Crystal Reports, Kayako, and more."

DiscountASP.NET will use the SmarterMail mail server to deliver e-mails, Web site statistics via the SmarterStats Web analytics tool, and sales and technical customer support via SmarterTrack customer service software.

Last September TMC (News - Alert) reported that SmarterTools introduced SmarterTrack 3.5, providing basically the above-listed features and functionality.

New with the release, according to Nath, was the WhosOn feature, giving businesses the ability to track customers as they navigate Web sites in real-time and allows agents to invite users to Live Chats: "This also adds more intelligent Ticket and Live Chat distribution methods,Google (News - Alert) mapping for Live Chat, and much more."

SmarterTools is an information technology-management software company based in Phoenix. The company develops a Windows Mail Server, Customer Service Software, and Web Log Analytics reporting tool that simplify and automate the day-to-day IT operations of businesses and hosting environments in over 100 countries.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jessica Kostek

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