PayPal Adopts SmarterTrack Help Desk
The solution helps the Web payment services provider with internal support and customer service communications.
Posted May 17, 2011
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Gobal e-commerce provider PayPal has adopted the SmarterTrack help desk solution  to manage internal support and customer service issues for thousands of agents in its European and North American operations centers.
SmarterTrack provides large organizations the ability to span across geographic locations while simplifying the communication process between agents and end-users alike. In addition, the flexibility of SmarterTrack’s API allows companies to extend and interface with legacy systems and adapt for future organizational needs.
SmarterTrack is a powerful help desk application built for tracking, managing and reporting on customer service and communications, including sales and support issues. Features include a ticket system, live chat, Who’s On visitor monitoring, call logging and VoIP integration, a task management system, branding and language support, reporting, surveys and a knowledge base. Licensing options for automatic failover support and load balancing functionality are also available, allowing companies to achieve true high-availability for their mission-critical help desks in enterprise environments.

“We are excited that PayPal chose SmarterTrack as a solution for their internal communication needs,” said Jeff Hardy, vice-president of business operations at SmarterTools. “The implementation at PayPal is a great example of SmarterTrack resonating with businesses of any size—from smaller companies accessing SmarterTrack as a service at our datacenter to large enterprise organizations implementing SmarterTrack on site in a fully distributed and load-balanced architecture.”

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