Tracker

Tracker

Customer Service and Support Management Software

4.4/5 (65 reviews)

Tracker Overview

PhaseWare's Customer Service and Support Software is a fully configurable solution designed to streamline your workflows, automate business processes, make full use of a powerful knowledge base, and provide you with the best tools to measure agent performance and efficiency.

Tracker, PhaseWare's flagship customer support product, will improve the productivity and performance of your agents by providing them a single user interface for managing customer information, prioritizing cases, discovering case histories, searching solutions, managing tasks and alerts, escalating cases, and monitoring their overall performance.

Your customers will benefit from the streamlined customer service experience environment that Tracker enables. Giving your customers a more consistent and effective experience will result in increased customer satisfaction, retention, and loyalty.

Overall, your organization will benefit from agent performance and productivity improvements; transparency in reporting on performance metrics and customer trends; as well as greater accountability in each step of the customer support process.

ABOUT US

PhaseWare is a leading provider of customer service and support software applications optimized to deliver a robust and financially viable solution. PhaseWare Tracker enables our clients to better manage their business processes, reduce operational expenses, and significantly increase the effectiveness and quality of their customer service.

Entrepreneurs Randall Nelson and Hoyt Mann founded PhaseWare to address the needs of the historically underserved needs of SMBs. PhaseWare Tracker was built on highly scalable, industry-standard technology, open architecture, built-in APIs for integration with existing systems, and flexible delivery models (cloud or on-site).

The PhaseWare Tracker product suite includes PhaseWare Tracker Desktop, Tracker Beyond, Tracker Mobile, PhaseWare Event Engine, PhaseWare Self-Service Center, SSC Mobile, and Tracker Screen Designer. With these applications, PhaseWare Tracker supports the following solutions:

• Customer service and support
• Complaint management
• Help desk support
• Issue tracking
• Knowledge management
• Customer self-service
• Live Chat

PhaseWare offers powerful, intuitive, and affordable customer service and support solutions that create real competitive advantage for SMBs. The Tracker Suite was created to streamline your efforts to serve, support, retain, and maximize the value of every customer.

Pricing

Starting from
US$45,00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Canada, United States

Supported Languages

English

Tracker Reviews

Overall rating
4.4/5
95% positive reviews
31
Excellent
31
Very good
3
Average
0
Poor
0
Terrible
Randel P.

Tracker Beyond our expectations

Used Daily for 2+ years
Reviewed on 2017/03/23
Review Source: 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.

Pros

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

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Bob B.

Excellent Customer Support / Helpdesk

Reviewed on 2011/02/03
Review Source: 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.

Pros

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.

Cons

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.

Rating breakdown

Ease of Use
Customer Support

Kim T.

Great System for Tracking Support

Used Daily for 2+ years
Reviewed on 2017/03/23
Review Source: 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.

Pros

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

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Kim T.

Great way to capture and document your internal issues

Used Daily for 2+ years
Reviewed on 2017/07/18
Review Source: 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.

Pros

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.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Sara S.

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

Reviewed on 2009/04/02
Review Source: 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.

Pros

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.

Cons

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.

Rating breakdown

Ease of Use
Customer Support

Tracker Pricing

Starting from
US$45,00/month
Pricing options
Free Trial
Subscription
Value for money

Starting at $45 per user per month

Tracker Features

  • API
  • Chat
  • Knowledge Base
  • Monitoring
  • Prioritizing

  • Activity Dashboard
  • Automatic Notifications
  • CRM Integration
  • Contact History
  • Customizable Branding
  • Email Integration
  • Instant Messaging
  • Multi-Channel Communication
  • Real Time Monitoring
  • Reporting & Statistics
  • Social Media Integration
  • Surveys & Feedback
  • Third Party Integration
  • Ticket Management
  • Workflow Management

Additional information for Tracker

Key features of Tracker

  • API Integration
  • Billing support packages
  • Business rules management
  • Complete customer view
  • Content collaboration
  • Flexible reporting
  • Flexible service delivery
  • Incident management
  • Knowledge management
  • Mobile app support
  • Multichannel support
  • Native Android App - Self Service Portal (SSC)
  • Native iOS App - Self Service Portal (SSC)
  • Performance management
  • PhaseWare Event Engine
  • PhaseWare Self-Service Center
  • Problem management
  • Service level agreement management
  • Smart search
  • Tracker Mail Checker
  • Tracker Screen Designer
  • Visual workflow management
  • Workflow management

Benefits

Regardless of the channel that your customers use to contact you - be it phone, e-mail, self-service portal, or live chat - customers want the best solution to their problem as soon as possible.

PhaseWare provides your company/organization with a streamlined and seamless customer support solution that will make it easier to improve your support processes as well as empowering your agents to succeed at resolving your customer's issues.

Your agents will benefit tremendously from a single interface that covers the entire lifecycle of a customer service issue: from submission, escalation, resolution and analysis.

Agents will be more productive and perform better when they are allowed to get their customer support activities from a single interface. Agents will be able to update tasks, set alerts, escalate cases, prioritize cases, manage customer information, revise case histories and improve their performance by monitoring their work.

Using PhaseWare's many visual reporting tools your organization will gain an understanding of customer trends. This will lead to proactive customer support and greater accountability in each step of the customer service and support process.

Tracker FAQs

Below are some frequently asked questions for Tracker.

Q. What type of pricing plans does Tracker offer?

Tracker offers the following pricing plans:

Starting from: US$45,00/month

Pricing model: Subscription

Free Trial: Available

Starting at $45 per user per month

Q. What are the main features of Tracker?

Tracker offers the following features:

  • API Integration
  • Billing support packages
  • Business rules management
  • Complete customer view
  • Content collaboration
  • Flexible reporting
  • Flexible service delivery
  • Incident management
  • Knowledge management
  • Mobile app support
  • Multichannel support
  • Native Android App - Self Service Portal (SSC)
  • Native iOS App - Self Service Portal (SSC)
  • Performance management
  • PhaseWare Event Engine
  • PhaseWare Self-Service Center
  • Problem management
  • Service level agreement management
  • Smart search
  • Tracker Mail Checker
  • Tracker Screen Designer
  • Visual workflow management
  • Workflow management

Q. Who are the typical users of Tracker?

Tracker has the following typical customers:

Large Enterprises, Mid Size Business, Non Profit, Small Business

Q. What languages does Tracker support?

Tracker supports the following languages:

English

Q. What type of pricing plans does Tracker offer?

Tracker has the following pricing plans:

Subscription

Q. Does Tracker support mobile devices?

Tracker supports the following devices:

iPhone

Q. What other apps does Tracker integrate with?

Tracker integrates with the following applications:

JIRA Software, Microsoft Outlook, Salesforce Nonprofit Cloud

Q. What level of support does Tracker offer?

Tracker offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials