PhaseWare Inc.
About PhaseWare Inc.
You take a call from your biggest client. With just a contact name you pull up all information on the client. You start a ticket and consult the knowledgebase for assistance. You enter the details while a timer tracks time spent on the ticket. Later he checks ticket status on the self service center.
You then have an online chat with another client. You push helpful articles to her. A ticket is created and the chat log is included in the ticket.
You receive automatic alerts about an imminent SLA violations and reports about the week's incident trends, ticket aging, and ticket assignments. You check your dashboard for other active incidents and SLA activity. Other customers use Self Service Center to look up answers in your knowledgebase, interact on the forums, and submit tickets.
Customers email you. Tracker and the Event Engine process the emails, send back suggested knowledgebase articles and create tickets.
That's what PhaseWare can do for you.
Competitors of PhaseWare Inc.
PhaseWare Inc.
With PhaseWare... You take a call from your biggest client. With just a contact name you pull up all information on the client. You start a ticket and consult the knowledgebase for assistance. You enter the details while a timer tracks time spent on the ticket. Later he checks ticket status... Read More
Products by PhaseWare Inc.
Automate processes for speed and efficiency: Integrate and process email ticket submissions automatically. Escalate incidents with business rule automation Manage trouble ticket tasks Create, update, and close issues Notify (alert) about impending SLA violation Notify the right people at... Read more »
With Self Service Center: Offer 24/7/365 customer support through a service channel preferred by many customers. Reduce service handling times and call volume and publish information for specific customers. Submit incident tickets. Self Service Center is a secure web portal that enables your... Read more »
Live Chat retains the real-time interaction of the telephone with the text capture of email or live logging. For those customers with hearing loss, Live Chat offers a channel for real time support with distinct advantages over TTY, TDD, phone relay, or email. With Live Chat you can also: Let... Read more »
Content by PhaseWare Inc.
Case Study: Dexter and Chaney use PhaseWare Solution to Energize Customer Service and Support
By PhaseWare Inc.
Dexter+Chaney, a construction accounting software provider, save over 200 hours and deflected over 300 calls in one month using a customer service and support software solution from PhaseWare, Inc.
Read More
Give the Gift of Chat: Implementing Live Chat into Customer Service
By PhaseWare Inc.
If properly leveraged, Live Chat can greatly enhance the efficacy of a firm’s website. The flexibility of Live Chat allows it to be used in a variety of ways including; customer service and product sales/promotion.
The benefits of immediate response and ability to help multiple customers at...
Read More
Lean on Me: 3 Keys to Optimizing the Customer Support Process
By PhaseWare Inc.
Discover the three main components of excellent customer support. Learn how to leverage these components to enhance the value of your firm's product or service offering to your customers.
A new realization is slowly emerging in the modern business world. This realization is; that the...
Read More
