Sobre 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.

Dispositivos

Tamaño de la empresa

P M G

Disponible en los países siguientes

Canadá, Estados Unidos

Idiomas admitidos

inglés

Imágenes

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.
Ver 8 más
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.

Funciones

Funcionalidades totales de Tracker: 40

  • API
  • Acceso móvil
  • Alertas y alzada
  • Almacenamiento de documentos
  • Auditoría de problemas
  • Base de datos de clientes
  • Chat en tiempo real
  • Chat en vivo
  • Chat y mensajería
  • Comunicación multicanal
  • Configuración de flujos de trabajo
  • Creación de informes/análisis
  • Creación de marca personalizable
  • Encuestas y comentarios
  • Enrutamiento automatizado
  • Facturación
  • Gestión de SLA (Service Level Agreement)
  • Gestión de asignaciones
  • Gestión de casos
  • Gestión de centros de atención telefónica
  • Gestión de citas
  • Gestión de colas de espera
  • Gestión de correo electrónico
  • Gestión de la base de conocimiento
  • Gestión de pedidos de trabajo
  • Gestión de proyectos
  • Gestión de recursos informáticos
  • Gestión de tareas
  • Gestión de tickets
  • Gestión de tickets de soporte
  • Gestión del rendimiento
  • Macros y modelos de respuestas
  • Panel de comunicaciones
  • Portal de autoservicio
  • Priorización
  • Problemas recurrentes
  • Programación de incidencias
  • Seguimiento de interacciones
  • Supervisión
  • Supervisión de redes

Alternativas

Zendesk

4.3
#1 alternativa a Tracker
Zendesk es una solución de software de atención al cliente basada en la nube y en la que confían más de 40 000...

Salesforce Service Cloud

4.4
#2 alternativa a Tracker
Ofrece asistencia a todos los clientes. En cualquier momento. Desde cualquier lugar. Interactúa con tus clientes...

Freshdesk

4.5
#3 alternativa a Tracker
Freshdesk es un software de servicio al cliente omnicanal, basado en la nube y diseñado para empresas de todos los...

Zoho Desk

4.5
#4 alternativa a Tracker
Zoho Desk es una plataforma de help desk basada en la nube y diseñada para ayudar a empresas de todos los tamaños a...

Opiniones

Calificación general

4.4 /5
(66)
Relación calidad-precio
4.2/5
Funciones
4.1/5
Facilidad de uso
4.3/5
Asistencia al cliente
4.8/5

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Mostrando 5 opiniones de 66
Ryan G.
Calificación general
  • Sector: Software informático
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Probabilidad de recomendación 10.0 /10

Great case tracking UI

Revisado el 12/4/2019

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.

Randel P.
Calificación general
  • Sector: Comercio minorista
  • Tamaño de la empresa: 10,000+ empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Tracker Beyond our expectations

Revisado el 23/3/2017

We have been using Tracker as our customer support interface with our customers for over 5 years...

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.

Usuario verificado
Calificación general
  • Sector: Servicios financieros
  • Tamaño de la empresa: 1,001-5,000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

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

Revisado el 9/2/2018

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.

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

Bob B.
Calificación general
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Asistencia al cliente

Excellent Customer Support / Helpdesk

Revisado el 3/2/2011

We looked at twenty different products over the course of about nine months before narrowing the...

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.

Kim T.
Calificación general
  • Sector: Servicios financieros
  • Tamaño de la empresa: 201-500 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 8.0 /10

Great System for Tracking Support

Revisado el 23/3/2017

I like the ability to use the system to track the support that various teams provide within our...

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.

Mostrando 5 opiniones de 66 Todas las opiniones

Preguntas frecuentes sobre Tracker

He aquí algunas preguntas frecuentes sobre Tracker.

Tracker ofrece los siguientes planes de precios:

  • A partir de: USD 45.00/mes
  • Modelo de precios: Suscripción
  • Prueba gratis: Disponible

No tenemos información sobre las características de Tracker

Los clientes habituales de Tracker son:

2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

Tracker admite los siguientes idiomas:

inglés

Tracker admite los siguientes dispositivos:

Android (móvil), iPhone (móvil), iPad (móvil)

Tracker se integra con las siguientes aplicaciones:

Jira, Microsoft Outlook, Salesforce.org

Tracker ofrece las siguientes opciones de asistencia:

E-mail/Help Desk, Preguntas frecuentes/foro, Base de conocimientos, Asistencia telefónica, 24/7 (asistencia directa), Chat

Categorías relacionadas

Ver todas las categorías de software encontradas para Tracker.