Our Solution
ServiceTrax
ServiceTrax™ is the trustedanswer™ system for tracking and reporting on all aspects of customer support, so you know what is happening at all times. Information includes who your end users are, problems they are having using your service or product, effectiveness of the support being provided, and the usage profile of how support is being delivered.
Because our contact center is completely integrated, all support contact, regardless of method, can be captured for reporting. Queues and histories are managed together, across all types of contact, based on your business rules, service level agreements, and escalation procedures. Sophisticated reporting capabilities then provide valuable customer usage data that can help you increase sales and improve service and customer satisfaction.
The ServiceTrax name comes literally from
recording and reporting on the tracks left
by your customers or end users as they obtain customer service from trustedanswer. One of the key advantages of web-based support is the ability to know exactly what your customers are doing in real time, and then recording that information to create a wealth of knowledge about your customers and their usage of your products or services. The understanding that comes from this is the first step in creating a real business advantage.
Details of the ServiceTrax system are provided in the following sections:
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