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.
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.
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.
It help make our company better in it support offering to its customers.
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.
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.
Easy collab and integration software for CRM
Love the ability to work remotely to collaborate. Easy to use software solution for customer service and support. Definitely would recommend.
No real cons that i have found so far. Might be a slight learning curve for someone not tech saavy.
Contact TechExcel for detailed pricing.
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.
Voici quelques-unes des questions fréquentes sur CustomerWise.
Types de licences disponibles pour CustomerWise :
version d'essai gratuite: Non disponible
Contact TechExcel for detailed pricing.
Fonctionnalités du logiciel CustomerWise :
Utilisateurs habituels du logiciel CustomerWise :
Grandes entreprises, Entreprises de taille moyenne, PME
Langues dans lesquelles CustomerWise est disponible :
Nous n'avons pas d'informations sur les types de licences de CustomerWise.
Nous n'avons pas d'informations sur les appareils pris en charge par CustomerWise.
Nous n'avons pas d'informations sur les intégrations offertes par CustomerWise.
Ressources d'aide disponibles pour CustomerWise :
Support en ligne, Support téléphonique