CustomerWise

CustomerWise

Customer support and business process management

4/5 (3 avis)

CustomerWise - Présentation

TechExcel CustomerWise is a configurable software suite for external customer support and helpdesk management that is scalable to organizations of any size. With its integrated CRM, users are able to manage customer relationships throughout the entire customer lifecycle, covering support, sales, marketing and asset management.

CustomerWise helps organizations automate and streamline customer support activities with configurable workflows, process approvals, project management, email notifications, and a searchable knowledgebase. A built-in reporting engine reports on any ticket-level field and time or SLA data.

The platform enables users to create and track tasks within support tickets manually, or based on workflow rules. Users can simply draw a process and select the automation and control rules appropriate for the business. Users can also change the owner or status of a ticket triggered by time-based and field-based criteria for automated escalations. Email notifications notify team members automatically whenever an important event occurs.

CustomerWise features a customer portal that provides access to information and a knowledge base, which enables customers to search for resolutions before submitting a ticket. The solution’s customizable interface tailors news and announcements to different customer tiers, and offers a platform for customers to provide feedback.

Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

États-Unis

Langues

anglais

CustomerWise - Avis

Note globale
4/5
67% d'avis positifs
1
Excellent
1
Très bien
1
Moyen
0
Médiocre
0
Horrible
Bob S.
Traduire avec Google Translate

It's a bit complicated

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 15/07/2018
Provenance de l'avis : Capterra

Avantages

There are a ton of features that come with this product. Our company has been using it to track help desk incidents for years and recently updated to the most recent version. The newest version is a bit easier to use than the one we had before and we are able to monitor a ton of information.

Inconvénients

The new version is a bit slower than the previous one. Also, I find that trying to locate a specific incident ID is a bit cumbersome. If you don't have all the right filters selected you may not find it, so you have to adjust the filters (open, closed, etc.) until the search finds your item.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

6.0/10
Craig A.
Traduire avec Google Translate

This software has allowed us to manage more customers and their needs with less people.

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 18/12/2017
Provenance de l'avis : Capterra

It help make our company better in it support offering to its customers.

Avantages

Once implemented we developed new SOP that revolved around this system, which allowed us to become more proactive in our customer support, and manage more customer effectively, at any given time.

Inconvénients

I'm not sure I have any issues with the software, other then it being web based, which tends to make it slightly slower, but the positive largely out weigh that concern.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Marcy B.
Traduire avec Google Translate

Great CRM

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 07/06/2017
Provenance de l'avis : Capterra

Easy collab and integration software for CRM

Avantages

Love the ability to work remotely to collaborate. Easy to use software solution for customer service and support. Definitely would recommend.

Inconvénients

No real cons that i have found so far. Might be a slight learning curve for someone not tech saavy.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10

CustomerWise - Prix

À partir de
N/A
Types de licence
version d'essai gratuite
Rapport qualité-prix

Contact TechExcel for detailed pricing.

CustomerWise - Fonctionnalités

  • Base de connaissances
  • Gestion des billets
  • Notifications automatiques

  • API
  • Chat
  • Communication multicanal
  • Enquêtes et feedback
  • Gestion des flux de travail
  • Historique des contacts
  • Hiérarchisation
  • Intégration CRM
  • Intégration de tiers
  • Intégration des e-mails
  • Intégration des médias sociaux
  • Messagerie instantanée
  • Monitoring
  • Rapports et statistiques
  • Stratégie de marque personnalisable
  • Surveillance en temps réel
  • Tableau de bord d'activités

Plus d'informations sur CustomerWise

CustomerWise - Principales fonctionnalités

  • Asset tracking
  • Automated escalations
  • Built-in reporting engine
  • Contract management
  • Contract templates
  • Create custom SLA based on unique customer contracts
  • Customer asset management
  • Customer bug reports
  • Customer web portal
  • Define multiple standard SLA’s
  • Email notifications
  • Integration with development teams
  • Knowledgebase and FAQs
  • License and contract management
  • Multiple ticket types
  • Process automation
  • Reporting and analytics
  • Service level agreements
  • Support tickets
  • Task management
  • Task tracking
  • Workflow rules

Avantages

Users can define multiple ticket types with distinct fields and workflows such as support tickets, bug reports, information requests, enhancement requests, and more.

CustomerWise's asset management feature enables users to track what has been sold to a customer by product and license count, as well as manage annual maintenance renewals.

Service engineers can keep track of services and customer budgets, as well as create invoices based on time and effort.

The contract management features enables users to manage contract templates, as well as attach drafts and final contract documents to customer records.

Customer bug reports and enhancement requests can be sent directly to the development team where a status can be recorded and linked to the support ticket.

CustomerWise - FAQ

Voici quelques-unes des questions fréquentes sur CustomerWise.

Q. Quels sont les types de licence disponibles pour CustomerWise ?

Types de licences disponibles pour CustomerWise :

version d'essai gratuite: Non disponible

Contact TechExcel for detailed pricing.

Q. Quelles sont les principales fonctionnalités du logiciel CustomerWise ?

Fonctionnalités du logiciel CustomerWise :

  • Asset tracking
  • Automated escalations
  • Built-in reporting engine
  • Contract management
  • Contract templates
  • Create custom SLA based on unique customer contracts
  • Customer asset management
  • Customer bug reports
  • Customer web portal
  • Define multiple standard SLA’s
  • Email notifications
  • Integration with development teams
  • Knowledgebase and FAQs
  • License and contract management
  • Multiple ticket types
  • Process automation
  • Reporting and analytics
  • Service level agreements
  • Support tickets
  • Task management
  • Task tracking
  • Workflow rules

Q. Qui utilise CustomerWise ?

Utilisateurs habituels du logiciel CustomerWise :

Grandes entreprises, Entreprises de taille moyenne, PME

Q. Dans quelles langues CustomerWise est-il disponible ?

Langues dans lesquelles CustomerWise est disponible :

anglais

Q. Quels sont les types de licence disponibles pour CustomerWise ?

Nous n'avons pas d'informations sur les types de licences de CustomerWise.

Q. CustomerWise prend-il en charge les appareils mobiles ?

Nous n'avons pas d'informations sur les appareils pris en charge par CustomerWise.

Q. Avec quelles applications CustomerWise peut-il s'intégrer ?

Nous n'avons pas d'informations sur les intégrations offertes par CustomerWise.

Q. Quelles sont les ressources d'aide disponibles pour CustomerWise ?

Ressources d'aide disponibles pour CustomerWise :

Support en ligne, Support téléphonique