CustomerWise Pricing, Features, Reviews & Comparison of Alternatives

CustomerWise

Customer support and business process management

4.0/5 (3 reviews)

CustomerWise overview

TechExcel CustomerWise is a configurable software suite for external customer support and helpdesk management that is scalable to organizations of any size. With its integrated CRM, users are able to manage customer relationships throughout the entire customer lifecycle, covering support, sales, marketing and asset management.

CustomerWise helps organizations automate and streamline customer support activities with configurable workflows, process approvals, project management, email notifications, and a searchable knowledgebase. A built-in reporting engine reports on any ticket-level field and time or SLA data.

The platform enables users to create and track tasks within support tickets manually, or based on workflow rules. Users can simply draw a process and select the automation and control rules appropriate for the business. Users can also change the owner or status of a ticket triggered by time-based and field-based criteria for automated escalations. Email notifications notify team members automatically whenever an important event occurs.

CustomerWise features a customer portal that provides access to information and a knowledge base, which enables customers to search for resolutions before submitting a ticket. The solution’s customizable interface tailors news and announcements to different customer tiers, and offers a platform for customers to provide feedback.
www.techexcel.com

Pricing

Value for money
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Devices

Business size

S
M
L

Markets

United States

Supported languages

English
CustomerWise screenshot: CustomerWise scales with the organization's growth, whether its simple ticket management or global enterprise supportCustomerWise OverviewCustomerWise screenshot: The customer web portal enables users to search for resolution prior to submitting a ticket CustomerWise screenshot: Service engineers to keep track of services and customer budgetsCustomerWise screenshot: License and contract management features allows users to track every item sold, including various contracts

CustomerWise reviews

Value for money
Features
Ease of use
Customer support
  4.0
  4.7
  3.7
  4.0
Bob Swetz

It's a bit complicated

Used daily for 2+ years
Reviewed 2018-07-15
Review Source: Capterra

Pros
There are a ton of features that come with this product. Our company has been using it to track help desk incidents for years and recently updated to the most recent version. The newest version is a bit easier to use than the one we had before and we are able to monitor a ton of information.

Cons
The new version is a bit slower than the previous one. Also, I find that trying to locate a specific incident ID is a bit cumbersome. If you don't have all the right filters selected you may not find it, so you have to adjust the filters (open, closed, etc.) until the search finds your item.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

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Craig Andersen

This software has allowed us to manage more customers and their needs with less people.

Used daily for 2+ years
Reviewed 2017-12-18
Review Source: Capterra

It help make our company better in it support offering to its customers.

Pros
Once implemented we developed new SOP that revolved around this system, which allowed us to become more proactive in our customer support, and manage more customer effectively, at any given time.

Cons
I'm not sure I have any issues with the software, other then it being web based, which tends to make it slightly slower, but the positive largely out weigh that concern.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Marcy Bergman

Great CRM

Used daily for 6-12 months
Reviewed 2017-06-07
Review Source: Capterra

Easy collab and integration software for CRM

Pros
Love the ability to work remotely to collaborate. Easy to use software solution for customer service and support. Definitely would recommend.

Cons
No real cons that i have found so far. Might be a slight learning curve for someone not tech saavy.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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CustomerWise pricing

Contact TechExcel for detailed pricing.

CustomerWise features

Automatic Notifications
Knowledge Base Management
Support Ticket Management

API (185 other apps)
Activity Dashboard (92 other apps)
CRM Integration (78 other apps)
Chat (171 other apps)
Contact History (73 other apps)
Customizable Branding (91 other apps)
Email Integration (83 other apps)
Instant Messaging (89 other apps)
Monitoring (90 other apps)
Multi-Channel Communication (85 other apps)
Prioritizing (63 other apps)
Real Time Monitoring (66 other apps)
Reporting & Statistics (107 other apps)
Social Media Integration (79 other apps)
Surveys & Feedback (80 other apps)
Third Party Integration (112 other apps)
Workflow Management (74 other apps)

Additional information for CustomerWise

Key features of CustomerWise

  • Multiple ticket types
  • Process automation
  • Task management
  • Service level agreements
  • Email notifications
  • Automated escalations
  • Customer asset management
  • Reporting and analytics
  • Knowledgebase and FAQs
  • Contract management
  • Integration with development teams
  • Task tracking
  • Support tickets
  • Workflow rules
  • Define multiple standard SLA’s
  • Create custom SLA based on unique customer contracts
  • Asset tracking
  • Built-in reporting engine
  • Contract templates
  • Customer bug reports
  • Customer web portal
  • License and contract management
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Benefits

Users can define multiple ticket types with distinct fields and workflows such as support tickets, bug reports, information requests, enhancement requests, and more.

CustomerWise's asset management feature enables users to track what has been sold to a customer by product and license count, as well as manage annual maintenance renewals.

Service engineers can keep track of services and customer budgets, as well as create invoices based on time and effort.

The contract management features enables users to manage contract templates, as well as attach drafts and final contract documents to customer records.

Customer bug reports and enhancement requests can be sent directly to the development team where a status can be recorded and linked to the support ticket.