Tracker

Software de gestión de asistencia y atención al cliente

4.4 /5 (66 opiniones) ¡Escribe una reseña!

Información general sobre Tracker

¿Qué es 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.

Información general sobre Tracker

Precio

A partir de
USD 45.00/mes

Opciones de precios

Prueba gratis
Suscripción
Relación calidad-precio

Funciones de Tracker

Dispositivos
Tamaño de la empresa
P M G
Disponible en los países siguientes
Estados Unidos, Canadá
Idiomas admitidos
Inglés

Medios

Incident Manager screen in Tracker Beyond. All of your incidents in one view. Powerful search and filters. Clean user interface for optimal agent performance.
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.
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.
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.
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.
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.
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.
Vídeo de Tracker Captura de pantalla de 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. Captura de pantalla de 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. Captura de pantalla de 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. Captura de pantalla de 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. Captura de pantalla de 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. Captura de pantalla de 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. Captura de pantalla de 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.

Opiniones de Tracker

Opiniones de Tracker

Calificación general
4.4
/
5
Excelente
32

Muy bien
31

Normal
3

Pobre
0

Malo
0

Relación calidad-precio
4.2
Funciones
4.1
Facilidad de uso
4.3
Asistencia al cliente
4.8
95% Un ha recomendado esta aplicación
Ryan G.

Great case tracking UI


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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.


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Usuario verificado

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


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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.


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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.


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Ryan G.
Sector: Software informático
Tamaño de la empresa: 51-200 empleados
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Traducir a español

Great case tracking UI

Software usado A diario durante Más de un año
Revisado el 12/4/2019
Fuente de la reseña: Capterra

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.

Desglose por calificación

Facilidad de uso

Probabilidad de recomendación: 10.0/10

Randel P.
Sector: Comercio minorista
Tamaño de la empresa: 10,000+ empleados
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Traducir a español

Tracker Beyond our expectations

Software usado A diario durante Más de dos años
Revisado el 23/3/2017
Fuente de la reseña: 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.

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 8.0/10

Usuario verificado
Sector: Servicios financieros
Tamaño de la empresa: 1001-5000 empleados
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Traducir a español

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

Software usado A diario durante Más de dos años
Revisado el 9/2/2018
Fuente de la reseña: Capterra

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.

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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

Desglose por calificación

Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 8.0/10

Bob B.
Traducir a español
Traducir a español

Excellent Customer Support / Helpdesk

Revisado el 3/2/2011
Fuente de la reseña: 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.

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.

Desglose por calificación

Facilidad de uso
Asistencia al cliente

Kim T.
Sector: Servicios financieros
Tamaño de la empresa: 201-500 empleados
Traducir a español
Traducir a español

Great System for Tracking Support

Software usado A diario durante Más de dos años
Revisado el 23/3/2017
Fuente de la reseña: 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.

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 8.0/10

Recomendación de usuario
8.4/10
Basado en 66 valoraciones de usuarios
Compara con las alternativas según las recomendaciones de los usuarios
Compara las alternativas

Precios de Tracker

Precios de Tracker

A partir de
USD 45.00/mes
Prueba gratis
Suscripción
Relación calidad-precio
Relación calidad-precio
4.2/5
Basado en 66 valoraciones de usuarios
Compara las alternativas según la relación calidad-precio
Compara las alternativas

Funciones de Tracker

Funciones de Tracker

API
Alertas y alzada
Análisis en tiempo real
Chat
Comunicación multicanal
Creación de informes y estadísticas
Creación de marca personalizable
Encuestas y comentarios
Gestión de flujos de trabajo
Gestión de la base de conocimiento
Gestión de tickets de soporte
Integración de CRM
Integración de correo electrónico
Integración de redes sociales
Integración de terceros
Mensajería instantánea
Notificaciones automáticas
Panel de actividades
Portal de autoservicio
Supervisión
Funciones
4.1/5
Basado en 66 valoraciones de usuarios
Compara con las alternativas según la valoración de características
Compara las alternativas

Categorías

Preguntas frecuentes sobre Tracker

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: USD 45.00/mes

Modelo de precios: Suscripción

Prueba gratis: Disponible

P. ¿Cuáles son las características principales de Tracker?

No tenemos información sobre las características de Tracker

P. ¿Quiénes son los usuarios habituales de Tracker?

Los clientes habituales de Tracker son:

Empresas pequeñas, Empresas Grandes, Sin ánimo de lucro, Empresas medianas

P. ¿Qué idiomas admite Tracker?

Tracker admite los siguientes idiomas:

Inglés

P. ¿Qué tipo de planes de precios ofrece Tracker?

Tracker cuenta con los siguientes planes de precios:

Suscripción

P. ¿Tracker es compatible con dispositivos móviles?

Tracker admite los siguientes dispositivos:

iPhone

P. ¿Con qué otras aplicaciones se integra Tracker?

Tracker se integra con las siguientes aplicaciones:

Jira, Microsoft Outlook, Salesforce Nonprofit Cloud

P. ¿Qué tipo de asistencia ofrece Tracker?

Tracker ofrece las siguientes opciones de asistencia:

Preguntas frecuentes, Foro, Base de conocimientos, Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo