Sobre Tracker
El software de atención al cliente y asistencia de PhaseWare es una solución totalmente configurable diseñada para agilizar los flujos de trabajo, automatizar los procesos comerciales, hacer uso completo de una potente base de conocimientos y brindarte las mejores herramientas para medir el rendimiento y la eficiencia de los agentes.
Tracker, el producto estrella de asistencia al cliente de PhaseWare mejorará la productividad y el rendimiento de tus agentes al proporcionarles una única interfaz de usuario para administrar la información de los clientes, priorizar casos, descubrir historiales de casos, buscar soluciones, administrar tareas y alertas, derivar casos y supervisar su rendimiento general.
Tus clientes se beneficiarán del entorno de experiencia de atención al cliente optimizado que ofrece Tracker. Brindar a tus clientes una experiencia más uniforme y efectiva dará como resultado una mayor satisfacción, retención y lealtad del cliente.
En general, tu organización se beneficiará del rendimiento de los agentes y las mejoras de productividad; transparencia en la creación de informes sobre las métricas de rendimiento y las tendencias de los clientes; así como una mayor responsabilidad en cada paso del proceso de asistencia al cliente.
Sobre la empresa
PhaseWare es uno de los proveedores líderes de aplicaciones de software de asistencia y atención al cliente optimizadas para ofrecer una solución robusta y financieramente viable. PhaseWare Tracker permite a los clientes gestionar mejor sus procesos comerciales, reducir los gastos operativos y aumentar significativamente la eficacia y la calidad de su atención al cliente.
Los empresarios Randall Nelson y Hoyt Mann fundaron PhaseWare para satisfacer las necesidades históricamente infrautilizadas de las pymes. PhaseWare Tracker se basa en tecnología altamente escalable y estándar del sector, arquitectura abierta, API integradas para la integración con sistemas existentes y modelos de entrega flexibles (en la nube o de forma local).
El paquete de productos PhaseWare Tracker incluye PhaseWare Tracker Desktop, Tracker Beyond, Tracker Mobile, PhaseWare Event Engine, PhaseWare Self-Service Center, SSC Mobile y Tracker Screen Designer. Con estas aplicaciones, PhaseWare Tracker admite las siguientes soluciones:
• Atención al cliente y asistencia
• Gestión de quejas
• Asistencia al centro de ayuda
• Seguimiento de problemas
• Gestión del conocimiento
• Autoservicio para el cliente
• Chat en vivo
PhaseWare ofrece soluciones de atención al cliente y asistencia potentes, intuitivas y asequibles que crean una ventaja competitiva real para las pymes. Tracker Suite se creó para agilizar tus esfuerzos para prestar servicios, brindar asistencia, retener y maximizar el valor de cada cliente.
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Opiniones
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- Sector: Software informático
- Tamaño de la empresa: 51-200 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Probabilidad de recomendación 10.0 /10
Great case tracking UI
Revisado el 12/4/2019
Puntos a favor
The ability to create parent and child cases with ease. Updating each case is simple also.
Puntos en contra
The outlook integration is cumbersome, but the integrated email is great.
- Sector: Comercio minorista
- Tamaño de la empresa: 10.000+ empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Tracker Beyond our expectations
Revisado el 23/3/2017
We have been using Tracker as our customer support interface with our customers for over 5 years...
We have been using Tracker as our customer support interface with our customers for over 5 years now. It gives us the ability to evolve the interactive relationship between the Support staff and our customers. Multiple reports, both standard and custom have given up the insight into the issues that our customers see while using our products in their day to day operations. It has helped to provide direction of our product growth while addressing the needs of the customer.
From an internal prospective, it gives a real time look at the performance and through put of our organizations. Helping to identify areas for improvement as well as staffing requirements for short term relief as well as long term growth.
Tracker on Demand and Tracker Beyond have helped to make the relationship with our customers a more manageable one with historical data and real time look at their needs.
Puntos a favor
Easy to use for new hires to come up to speed quickly.
Puntos en contra
Some of the features from Demand were not ported over to Beyond. the ability to see past viewed tickets. The screen roles as you scroll up and down the journal entries. the search screen doe snot always clear out and some times you need to clear individual fields manually.
- Sector: Servicios financieros
- Tamaño de la empresa: 1.001-5.000 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
The system meet the daily needs of my department. I love having one work queue visible to my...
Revisado el 9/2/2018
Puntos a favor
I love the visibility of my team having the ability to see and work out of one queue. The ability to have access to multiple queues is also a feature I love. There are times when I need to access queues for other departments and I'm able to do so with ease. I also love the ability to be able to track a file by different parameters within the system.
Puntos en contra
I thought as modern technology continued to evolve the system update and layout would look more updated. I thought the visibility and layout would look more up to date.
Respuesta de PhaseWare
Hi, I would like to address the con that you listed with the interface. The PhaseWare Administrator at each organization makes decisions on the user interface. By your comment, I would assume you are using the Tracker Desktop product which looks very dated. If you have a moment, please review the Tracker Beyond product ( https://www.phaseware.com/tracker-beyond )that has been released over the past few years as a refresh to our desktop product. We look forward to your feedback.
Best Regards,
-Hoyt
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Asistencia al cliente
Excellent Customer Support / Helpdesk
Revisado el 3/2/2011
We looked at twenty different products over the course of about nine months before narrowing the...
We looked at twenty different products over the course of about nine months before narrowing the field to four. This was not our first helpdesk software purchase but I wanted it to be our last. We are software developers so we have our own ideas about how things should work. ;>)
We had built a pretty formidable wish list and it grew a bit while we reviewed products. PhaseWare Tracker handles everything on our list and does it without compromise.
Puntos a favor
Customer (web) Self Service Center. incident submission automatically searches knowledge base and suggests PERTENANT articles. Competing products do this but we have not seen any do it well.
Knowledgebase that inserts itself into the process but doesnt get in the way. Building the KB is very easy to do in the course of resolving incidents.
Very flexible tracking of contacts, contracts and time. We have resellers and end users. Tracker handles incidents submitted by either party and keeps everyone up to date.
Theyll host Tracker or let you put it on your own server. They have desktop, browser and smartphone versions.
We have not found any aspect of the program that we could not tweak. Users can modify reports, database (MS SQL), most screens in the application and the customer support center.
The system handles emails quite well. screen shots, file attachments and hyperlinks, etc.
Puntos en contra
We spent more time than we should have before going live. This really isnt PhaseWares fault. Its only listed as a CON because I wish their manual had an introduction that said Dive in; you can tweak it later.
In retrospect we also should have stuck more to their training (included with purchase) rather than digging in on our own but being in the SW biz we thought we could learn their stuff faster than they could learn ours. We were wrong. They have an incredible knack for understanding the many and varied ways people want to do business.
- Sector: Servicios financieros
- Tamaño de la empresa: 201-500 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Great System for Tracking Support
Revisado el 23/3/2017
I like the ability to use the system to track the support that various teams provide within our...
I like the ability to use the system to track the support that various teams provide within our organization. With a few hours of training, it is easy to pick up and use. The different types of report that can be customized and tailored to my needs is the biggest value for this system. I highly recommend it to anyone who needs to keep their support services centralized and track the type and level of support that their teams provide.
Puntos a favor
The ability to track support provided. The types of reports that can be produced and customized to track the support.
Puntos en contra
I feel that it lacks the ability to upload multiple attachments to incidents at once. You have to create a new journal entry for each attachments that you attempt to upload to an incident. When forwarding or replying to a response - it does not track it in the system like an email message so it's hard to forward the message again since it doesn't display the header of when the previous message was sent using Outlook plug-in.
Preguntas frecuentes sobre Tracker
He aquí algunas preguntas frecuentes sobre Tracker.P. ¿Qué tipo de planes de precios ofrece Tracker?
Tracker ofrece los siguientes planes de precios:
- A partir de: US$ 80,00/mes
- Modelo de precios: Suscripción
- Prueba gratis: Disponible
P. ¿Quiénes son los usuarios habituales de Tracker?
Los clientes habituales de Tracker son:
2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001-5.000
P. ¿Qué idiomas admite Tracker?
Tracker admite los siguientes idiomas:
inglés
P. ¿Tracker es compatible con dispositivos móviles?
Tracker admite los siguientes dispositivos:
Android (móvil), iPhone (móvil), iPad (móvil)
P. ¿Con qué otras aplicaciones se integra Tracker?
Tracker se integra con las siguientes aplicaciones:
Jira, Microsoft Outlook, Salesforce.org Nonprofit Cloud
P. ¿Qué tipo de asistencia ofrece Tracker?
Tracker ofrece las siguientes opciones de asistencia:
E-mail/Help Desk, Preguntas frecuentes/foro, Base de conocimientos, Asistencia telefónica, Asistencia 24/7, Chat
Categorías relacionadas
Ver todas las categorías de software encontradas para Tracker.
