About CustomerWise
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.
Pricing starting from:
N/A
- Free Trial
Key benefits of CustomerWise
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.
Devices
Business size
Markets
Supported Languages
Pricing starting from:
N/A
- Free Trial
Images
Features
Total features of CustomerWise: 16
- Alerts / Escalation
- Asset Management
- Automatic Notifications
- Client Portal
- Configurable Workflow
- Customizable Reporting
- Document Templates
- Escalation Management
- IT Asset Tracking
- Knowledge Base Management
- Process Control
- Rules-Based Workflow
- SLA Management
- Support Ticket Management
- Task Tracking
- User Management
Alternatives
Zendesk
SysAid
Deskero
Giva
Reviews
Already have CustomerWise?
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Write a Review!- Industry: Computer Software
- Company size: 11-50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
This software has allowed us to manage more customers and their needs with less people.
Reviewed on 2017-12-18
It help make our company better in it support offering to its customers.
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.
- Industry: Business Supplies & Equipment
- Company size: 51-200 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Great CRM
Reviewed on 2017-06-07
Easy collab and integration software for CRM
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.
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
It's a bit complicated
Reviewed on 2018-07-15
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.
CustomerWise FAQs
Below are some frequently asked questions for CustomerWise.Q. What type of pricing plans does CustomerWise offer?
CustomerWise offers the following pricing plans:
- Free Trial: Not Available
Contact TechExcel for detailed pricing.
Q. What are the main features of CustomerWise?
CustomerWise offers the following features:
- Asset tracking
- Automated escalations
- Built-in reporting engine
- Contract management
- Contract templates
- Create custom SLA based on unique customer contracts
- Customer asset management
- Customer bug reports
- Customer web portal
- Define multiple standard SLA’s
- Email notifications
- Integration with development teams
- Knowledgebase and FAQs
- License and contract management
- Multiple ticket types
- Process automation
- Reporting and analytics
- Service level agreements
- Support tickets
- Task management
- Task tracking
- Workflow rules
Q. Who are the typical users of CustomerWise?
CustomerWise has the following typical customers:
Small Business, Large Enterprises, Mid Size Business
Q. What languages does CustomerWise support?
CustomerWise supports the following languages:
English
Q. Does CustomerWise support mobile devices?
We do not have any information about what devices CustomerWise supports
Q. What other apps does CustomerWise integrate with?
We do not have any information about what integrations CustomerWise has
Q. What level of support does CustomerWise offer?
CustomerWise offers the following support options:
Online Support, Phone Support
Related categories
See all software categories found for CustomerWise.
