Tracker Pricing, Features, Reviews & Comparison of Alternatives

Tracker Reviews

Tracker

Customer Service and Support Management Software

4.42/5 (57 reviews)
98     924

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.
www.phaseware.com

Tracker Reviews (57)

Latest reviews

 Great program, need some training to learn all that it is capable of doing.

By no fault of Phaseware (I started using after it was already implemented by another company we merged with) I have not even began to scratch the surface of everything that the system is capable of doing. I am hoping to soon get some lessons and put the program to it's test!

Read the full review
Reviewed 3 days ago by Rick Costello

 

 This Software is impressive

overall this has been a good experience. as I get to learn the options it makes it easier / I wish there was a visual tutorial about it and maybe there is and I just don't know about it.

Read the full review
Reviewed 3 days ago by clifton brown

Read all reviews

Tracker Screenshots (7)

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

Security and privacy

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

No
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

Specifications

Intended Users
Large Enterprises, Mid Size Business, Non Profits, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, Linux, Mac, Windows, Web-based, Windows Phone, iPad, Mobile Web App
Supported Countries
Canada, United States
Supported Languages
English
Support Options
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials

Tracker Pricing

Starting from: $45.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Starting at $45 per user per month

Competitors Pricing

Freshservice ServiceDesk

Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Freshdesk

Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

TeamSupport.com

Starting from: $40.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Users who visited Tracker also visited

Key Features of Tracker

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

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.

Alternatives to Tracker

Videos

Rick Costello

Great program, need some training to learn all that it is capable of doing.

27/03/2017

By no fault of Phaseware (I started using after it was already implemented by another company we merged with) I have not even began to scratch the surface of everything that the system is capable of doing. I am hoping to soon get some lessons and put the program to it's test!

Pros

Flexibility to set up to capture the info you need to see and the company is eager to help you get it set up in the manner that is best for you.

Cons

Requires training to understand the capabilities.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
clifton brown

This Software is impressive

27/03/2017

overall this has been a good experience. as I get to learn the options it makes it easier / I wish there was a visual tutorial about it and maybe there is and I just don't know about it.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
John Cregan

Impressive Ticket Tracking

24/03/2017

we are in the early stages of implementation and have been very impressed by the quality of the software and the set-up training.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Tiffany O'Connor

Great Software

24/03/2017

Tracker works the way we need it too. It works quickly and efficiently. Customer support is quick to answer all of our questions.

Pros

It works quickly and efficiently.

Cons

Nothing.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

10/10

Recommendations to others considering Tracker

No

Source: Capterra
Helpful?   Yes   No
Read more
Jenn Adams

Solid product with excellent customer service!

23/03/2017

I started using the PhaseWare product about 9 months ago. Rayce in Customer Support has been amazing and has helped me to improve how our team uses the product. In addition, we are now aware and use additional functionality. The new functions have increased our ability to do our jobs more efficiently.

Rating breakdown

Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Eldon New

PhaseWare functionality

23/03/2017

PhaseWare helps us organize and coordinate responses to customer problems. I also helps organize our projects internally. It will remind us if an issue has been overlooked.

Pros

The ability to see a list of unfinished products. The ability to track the progress of projects and determine what step to do next. Also, the ability to retrieve data and documents about a project a year later.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Kim Tse

Great System for Tracking Support

23/03/2017

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
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Denis Robert

Overall Support system very easy to use

23/03/2017

Use Tracker on a daily basis to record and solve client issues. Tracke allows me to catagorize and track time on my calls and to see across the company what is outstanding.

Pros

Being able to jump from screen to screen is easy to do.

Cons

No clear cut area to setup customer connection information so where we put this inforamtion we have to drill into the client to see it each and every time

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Tracker

For the client setup have a connection information - an aread for RDP information and login and password and then on the TICKET screen have a tab to the left to quickly access.

Source: Capterra
Helpful?   Yes   No
Read more
Brittany Walsh

PhaseWare Review

23/03/2017

The customer service is great, always responsive. It would be helpful if the product included integration with other helpdesk products.

Pros

It's integrated with email and configurable

Cons

email integration includes signature icons as attachments which adds to the # of journals

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10

Recommendations to others considering Tracker

We use this as a level 2/3 service tool for application customer support. Often customers have other applications they use (ex: service now, JIRA, etc) and it would be helpful to be able to integrate so they communicate between applications.

Source: Capterra
Helpful?   Yes   No
Read more
Tyrone Shadd

Phaseware Tracker easy to use, understand

23/03/2017

I find the software easy to use and love the alerts and reminders functionality. Only thing I have not been able to find, figure out how to setup to view at any point with ticket other support reps currently have "active" as-in working on that ticket at that time.

Pros

alerts, easy to use and understand.

Cons

May simply need more training or review more to learn all of the many features, functions.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more