The Product

Etrack1 is a single, comprehensive solution for the entire digital service value chain – from customer experience to efficient operations.

Our platform is packed with features that we have packaged into a single solution. No modules, no buy-ins – with etrack1, you get the full package.

Hightlighted features

  • Your customers

  • User-friendly contact interface
  • FAQ and knowledge base
  • Intelligent forms
  • E-mail – with content scan
  • Chat interface
  • Receive chat history via e-mail
  • Facebook monitoring and engagement
  • Text messaging – send and receive replies
  • Automatic expected respons time
  • Auto-response with FAQs
  • Option of closing own ticket
  • Automatic follow-up on customer replies
  • View tickets in "my pages"
  • Prefilled form fields in "my pages"
  • ... and much more

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  • Agents

  • Full overview in a single screen
  • Internal FAQ and standard responses
  • Response templates with dynamic fields
  • Internal notes and ticket handling
  • Flag, reminders and locked for editing
  • Full communications history of ticket
  • Workflow with automatic tracking
  • Forwarding to outside users
  • Automatic distribution – SLA and skills
  • Automatic calculation of SLA
  • Automatic prioritization according to SLA
  • Automatic e-mail in case of SLA violation
  • Automatic archiving and documentation
  • Full history over time and all channels
  • ... and much more

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  • Management

  • Ongoing fact-based optimization
  • Identify contact patterns / customer behavior
  • Focus points for staff training
  • Report performance according to SLAs
  • Report employee performance
  • Dashboard with backlog and due tickets
  • SLA and escalation management
  • Automatic backup SLA in case of backlog
  • Basis for workforce management
  • Easy tracking of key performance indicators
  • Automatic logging of all activities
  • Integration with Business Intelligence
  • Traffic monitoring across channels
  • Decision basis for future strategy
  • ... and much more

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