Tracker

Logiciel de gestion du service client et du support.

4,4 /5 (65 avis) Donnez votre avis !

Tracker - Présentation

Description du logiciel Tracker

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.

Tracker - Présentation

Prix

À partir de
45,00 $US/mois

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

Tracker - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
États-Unis, Canada
Langues
anglais

Media

1570
1571
1572
1573
1575
1577
592242
Tracker video Capture d'écran pour Tracker : Configurable dashboards in Tracker Beyond. Select the widgets that are important to you and your team. Create dedicated dashboards for different agent groups or departments. Interactive dashboards allow for drill-down of data. Capture d'écran pour Tracker : PhaseWare SSC is our customer self-service web portal product. Allow your customers to submit incidents, search through the knowledge base, find FAQs, use forums and more. Capture d'écran pour Tracker : Tracker Beyond's notification feature on iPad. Get instant notifications about new incidents, updated incidents and many other configurable events using our Event Engine product for automation. Capture d'écran pour Tracker : Take the power of Tracker on the go with Tracker Mobile. Shown here working on an iPhone. Tracker Mobile is a powerful web app that you can access from anywhere. Enjoy the features of Tracker in the palm of your hand. Capture d'écran pour Tracker : SSC Mobile is a native app for iOS and Android that will allow your customers to take advantage of our customer self-service web portal product on the go from anywhere. The simple interface will delight your customers and they will love the features. Capture d'écran pour Tracker : SSC Mobile's iOS app automatically pushes notifications to your customer's iPhones. Updates on their incidents, notices, and other important communications can be sent directly to their wrist. The perfect solution for B2B customers. Capture d'écran pour Tracker : Incident Manager screen in Tracker Beyond. All of your incidents in one view. Powerful search and filters. Clean user interface for optimal agent performance.

Tracker - Avis

Tracker - Avis

Note globale
4,4
/
5
Excellent
31

Très bien
31

Moyen
3

Médiocre
0

Mauvais
0

Rapport qualité-prix
4,2
Fonctionnalités
4,1
Simplicité d'utilisation
4,3
Support client
4,8
95% des utilisateurs recommandent cette application
Ryan G.

Great case tracking UI


Traduire avec Google Translate
Randel P.

Tracker Beyond our expectations

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.


Traduire avec Google Translate
Utilisateur vérifié

The system meet the daily needs of my department. I love having one work queue visible to my...


Traduire avec Google Translate
Bob B.

Excellent Customer Support / Helpdesk

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.


Traduire avec Google Translate
Kim T.

Great System for Tracking Support

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.


Traduire avec Google Translate
Ryan G.
Secteur d'activité: Logiciels
Taille de l'entreprise: 51-200 employés
Traduire en français

Great case tracking UI

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 12/04/2019
Provenance de l'avis : Capterra

Avantages

The ability to create parent and child cases with ease. Updating each case is simple also.

Inconvénients

The outlook integration is cumbersome, but the integrated email is great.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit: 10.0/10

Randel P.
Secteur d'activité: Vente au détail
Taille de l'entreprise: 10 001+ employés
Traduire en français

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

Utilisateur vérifié
Secteur d'activité: Services financiers
Taille de l'entreprise: 1 001-5 000 employés
Traduire en français

The system meet the daily needs of my department. I love having one work queue visible to my team.

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 09/02/2018
Provenance de l'avis : Capterra

Avantages

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.

Inconvénients

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.

Traduire en français

Réponse 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

Note détaillée

Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 8.0/10

Bob B.
Traduire en français

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.
Secteur d'activité: Services financiers
Taille de l'entreprise: 201-500 employés
Traduire en français

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

Recommandation utilisateur
8,5/10
Basé sur 65 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Tracker - Prix

Tracker - Prix

À partir de
45,00 $US/mois
Essai gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4,2/5
Basé sur 65 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Tracker - Fonctionnalités

Tracker - Fonctionnalités

API
Alertes et remontée des problèmes
Chat
Communication multicanal
Enquêtes et feedback
Gestion de la base de connaissances
Gestion des flux de travail
Gestion des tickets de support
Intégration CRM
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Messagerie instantanée
Monitoring
Notifications automatiques
Prise en charge de plusieurs langues
Rapports et statistiques
Stratégie de marque personnalisable
Surveillance en temps réel
Tableau de bord d'activités
Fonctionnalités
4,1/5
Basé sur 65 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Tracker - FAQ

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

Essai gratuit: 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 :

PME, Grandes entreprises, À but non lucratif, Entreprises de taille moyenne

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, 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