Tracker

Tracker

Logiciel de gestion du service client et du support.

4.4/5 (65 avis)

Tracker - Présentation

Le logiciel de service client et de support de PhaseWare est une solution entièrement configurable conçue pour rationaliser vos flux de travail, automatiser les processus métier, utiliser pleinement une puissante base de connaissances et vous fournir les meilleurs outils pour mesurer la performance et l'efficacité des agents.

Tracker, produit phare de PhaseWare pour le support client, améliorera la productivité et la performance de vos agents en leur fournissant une interface utilisateur unique pour la gestion des informations client, la priorisation des cas, la découverte de l'historique des cas, la recherche de solutions, la gestion des tâches et des alertes, la remontée des cas et la surveillance de la performance globale.

Vos clients bénéficieront de l'expérience du service client rationalisé que Tracker rend possible. Donner à vos clients une expérience plus cohérente et efficace se traduira par une hausse de la satisfaction, de la rétention et de la fidélité des clients.

Dans l'ensemble, votre organisation bénéficiera d'améliorations de la performance et de la productivité des agents ; de la transparence dans le reporting des mesures de performance et des tendances des clients ; ainsi que d'une plus grande responsabilité à chaque étape du processus de support client.

À PROPOS DE PhaseWare

PhaseWare est l'un des principaux fournisseurs d'applications logicielles pour le service client et le support, optimisées pour offrir une solution robuste et financièrement viable. PhaseWare Tracker permet aux clients de mieux gérer leurs processus métier, de réduire leurs dépenses d'exploitation et d'augmenter considérablement l'efficacité et la qualité de leur service client.

Les entrepreneurs Randall Nelson et Hoyt Mann ont fondé PhaseWare pour répondre aux besoins historiquement mal servis des PME. PhaseWare Tracker repose sur une technologie standard hautement évolutive, une architecture ouverte, des API fournies pour l'intégration avec les systèmes existants et des modèles de livraison flexibles (cloud ou sur site).

La suite des produits PhaseWare Tracker comprend PhaseWare Tracker Desktop, Tracker Beyond, Tracker Mobile, PhaseWare Event Engine, PhaseWare Self-Service Center, SSC Mobile et Tracker Screen Designer. Avec ces applications, PhaseWare Tracker prend en charge les solutions suivantes :

• Gestion du service client et du support
• Gestion des plaintes
• Assistance de service client
• Suivi des problèmes
• Gestion des connaissances
• Libre-service client
• Chat en ligne

PhaseWare propose des solutions de support et de service client puissantes, intuitives et abordables, qui créent un véritable avantage concurrentiel pour les PME. La suite Tracker a été créée pour rationaliser vos efforts afin de servir, prendre en charge, retenir et maximiser la valeur de chaque client.

Prix

À partir de
45,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Canada, États-Unis

Langues

anglais

Tracker - Avis

Note globale
4.4/5
95% d'avis positifs
31
Excellent
31
Très bien
3
Moyen
0
Médiocre
0
Horrible
Randel P.
Traduire avec Google Translate

Tracker Beyond our expectations

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 23/03/2017
Provenance de l'avis : Capterra

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.

Avantages

Easy to use for new hires to come up to speed quickly.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
Bob B.
Traduire avec Google Translate

Excellent Customer Support / Helpdesk

Publié le 03/02/2011
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

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.

Note détaillée

Simplicité d'utilisation
Support client

Kim T.
Traduire avec Google Translate

Great System for Tracking Support

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 23/03/2017
Provenance de l'avis : Capterra

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.

Avantages

The ability to track support provided. The types of reports that can be produced and customized to track the support.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
Kim T.
Traduire avec Google Translate

Great way to capture and document your internal issues

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 18/07/2017
Provenance de l'avis : Capterra

The ability to track employees and responses makes this a great tool for us to reach out to end users and retrain/hire as needed.

Avantages

The ability to create multiple departments, SLAs, and agents is a big bonus in this tracker program. It allows you to create reports based on users, departments, and issues. When you're falling behind in SLA, you can run the report and figure out the trend as to what/how/why and train or hire accordingly. I love being able to go back and explain to a user what happened and how I can fix it based on the information captured in the incident.

Inconvénients

The ability to customize additional fields can be improved. The amount of time it takes to delete unrelated information such as images from an email that isn't necessary, etc. Also, unable to attach multiple images and screen shots in one go makes this a little more time consuming.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Sara S.
Traduire avec Google Translate

So far we have been very pleased with the performance of the product and the company.

Publié le 02/04/2009
Provenance de l'avis : Capterra

So far we have been very pleased with the performance of the product and the company. Based on their quick response and willingness to implement customer feedback we expect the product will improve further and continue to exceed expectations. Tracker was less costly and far more valuable than our previous ticketing solution.

Avantages

The PhaseWare team was responsive to every special need and request that we made, including some significant customizations to the program. They even set up a custom demo installation on their own servers, and left it active for testing and training during our entire implementation period. Every member of their team was intelligent, personable, and provided great customer service.

PhaseWare handles Tracker support using its own software - something we were surprised to find that some competitors don't do-- and their Self Service Center is highly usable with active community forums and great downloadable documentation. They include a Suggestions forum, and the newest version of Tracker includes many of those suggestions.

The software is scalable and reliable, and provides us flexibility to make changes that fit our workflow and reporting needs.

Inconvénients

The Self Service Center is a bit blocky looking "out of the box" and is missing some features that are offered by many competitors (like "email this article" and "print" links, and rich text formatting in the knowledgebase). Creating "canned" responses and template incidents requires administrator level access, and the method of adding the canned snippets to support incidents in progress is cumbersome. No ability to manually sort field values or lists of downloads, FAQs, etc-- nearly all display alphabetically. There are limited tools available for ad hoc reporting/querying - the report designer requires programming knowledge.

Note détaillée

Simplicité d'utilisation
Support client

Tracker - Prix

À partir de
45,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Tracker - Fonctionnalités

  • API
  • Base de connaissances
  • Chat
  • Hiérarchisation
  • Monitoring

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

Tracker - FAQ

Voici quelques-unes des questions fréquentes sur Tracker.

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

Types de licences disponibles pour Tracker :

À partir de: 45,00 $US/mois

Type de licence: Abonnement

version d'essai gratuite: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel Tracker ?

Nous n'avons pas d'informations sur les fonctionnalités de Tracker.

Q. Qui utilise Tracker ?

Utilisateurs habituels du logiciel Tracker :

Grandes entreprises, Entreprises de taille moyenne, Non Profit, PME

Q. Dans quelles langues Tracker est-il disponible ?

Langues dans lesquelles Tracker est disponible :

anglais

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

Types de licences disponibles pour Tracker:

Abonnement

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

Appareils pris en charge par Tracker :

iPhone

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

Applications s'intégrant à Tracker :

JIRA Software, Microsoft Outlook, Salesforce Nonprofit Cloud

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

Ressources d'aide disponibles pour Tracker :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo

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