Has all of the features needed to deliver professional help desk support services. Well integrated to the tracker customer self service web portal.

Stuck in the middle of being a manageable small company and having the resources of the big company.

I love the visibility of my team having the ability to see and work out of one queue. The ability to have access to multiple queues is also a feature I love.

One of the most impressive aspects is the ease of use. Whether you have been using a call tracking application or not, learning to use PhaseWare is quick and simple.

The web portal is great and easy to use. I really like to email setup as well to let me know what's going on and reminding me when a work order is due or to follow up.

Well suited for help desks  and onsite technical servicing. Product keeps track of active & closed tickets, keeps a knowledge base and allows you to set flexible service and billing plans for clients.

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

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

PhaseWare is easy to build and easy to use. It has a very friendly user interface that both internal and external customers use with ease.

The support team is on top of your needs and will have a quick resolution for you. From the first call, the representatives are attentive and very friendly.

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 price was affordable and competitive with the many other business solutions.

The licensing model is affordable. Tech support is very good.

Reports don't provide full access to all user defined or system fields without having to make some customizations. The web screens I found difficult to customize - not intuitive.

If you do not close the program when you disconnect from the net you get lots of error messages.

We have been very pleased with the product and especially the support and access when needed. Very open to suggestions for new features and functions and changes to make the product even better.

It's a great product with outstanding support and I highly recommend it to others. I am very pleased with the ease of implementation and functionality.

This is a great product and the support staff are very good at in thier roles and will help the customer out any way possible.

Customization of our knowledgebase was a little tricky to learn. Not so much in adding new content as much as controlling the environment.

I love that you can add so many different modules or even design your own with some effort but very little cost, for a nonprofit that is great.

It gets a bit frustrating. I also hate the double authentication because I do not always have my phone with me when I need to get on the software.

Salesforce is a really great product I loved the tools used and tips to help you create sales and serve better for customers.

Salesforce is the best customer relationship management tool in the market right now. The best thing I like about this software is the features.

There is little to be said about cons. I experienced minor trouble when accessing customer support at some point which would probably be the worst of it.

I love using Salesforce. It is very user friendly and helps me be able to track my progress and create a clean pipeline.

Ref IDs are my biggest pet peeve, they don't always work and I've lost emails this way from clients. This leads to a bad consumer experience for everyone involved.

Ease of use and works great for small (that's us) or large companies it blends well with other programs is customizable and tracking is good,  reach out is also very easy to use.

If you could get the innovative nature of Salesforce to your business you would get amazing talent collection to your organizations.

An awesome CRM platform with a plethora of information to use to become the best marketer you can be.

Overall Salesforce is great and can integrate with hundreds of other platforms which makes it an amazing tool to use company wide, not just for sales.

Like I stated before, I was happy about the switch to Salesforce Lightning, but it has turned out to be great. I like that my emails and Talkdesk are integrated into Salesforce as well.

My team members use it in delivering great sales and customer service experience and it has been a great help for all of us.

This software will help you to build your sales and marketing in the industry, salesforce is a great software and value for money, so therefore I recommend it to the user.

Salesgirce is very effective when it comes to tracking the progress of each case within my organization, great tutorials to get you started and very easy to navigate through cases and serial numbers.

I like the fact that Salesforce is very flexible and customizable to my taste. It is very user friendly and the functionality is superb.

Salesforce has a lot of capabilities, it covers everything. The leads section was nice, and it was great to be able to create your own sections.

So popular and so powerful for small business  is contact management, task management, opportunity tracking, collaboration tools, customer engagement tools. Flexible and easy  to use.

The integration with gmail is awesome. Being able to automatically log emails to the appropriate account instantly is such a nice feature.

I like that this platform is easy (for the most part) to use. I also find that the customer support is amazing and always willing to help.

It's also supported by awesome community and the best documentation/support in the business. The Trailblazer community leads the tech industry in training and documentation.

I hate that I have to refresh every thing but I'll deal with it for some of the other options.

US Dollar

PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Flexible deployment options include on-premise installation and a cloud-based option.


Applications for help desk and customer service can be supplemented with a web self-service portal for clients or a knowledge management suite to improve a support team's training process.


The client self-service center frees up support staff while allowing customers to report issues, check for status updates on existing tickets or access FAQs and other learning tools. 


Users can quickly generate reports using the 80+ templates included with the solution, or dig deep into client interactions using the data field and customer incident search functions. 


Tracker's support team offers highly individualized customer service to fit each organization's unique needs. Tracker can be scaled to fit the service center size, whether one license or 1,000 are needed.


The solution supports Windows and Mac operating systems and is compatible with all major web browsers. Native iOS and Android apps are available for the customer self-service portal.


Pricing is per user per month for a cloud solution and one-time license fee for an on-premise solution. Support is via email, call and self-service portal.



LongDescription

Support Ticket Management

Surveys & Feedback

Performance Management

Document Storage

IT Asset Management

Workflow Configuration

Project Management

Customer Database

Automated Routing

Assignment Management

Call Center Management

Self Service Portal

Mobile Access

Issue Scheduling

Multi-Channel Communication

Queue Management

Email Management

Ticket Management

Recurring Issues

Knowledge Base Management

Network Monitoring

Real-Time Chat

Service Level Agreement (SLA) Management

Chat/Messaging

Macros/Templated Responses

Interaction Tracking

Dashboard

Alerts/Escalation

Customizable Branding

Reporting/Analytics

Monitoring

Prioritization

Appointment Management

Issue Auditing

Task Management

Live Chat

Windows 7

Windows Vista

Windows XP

Mac OS

Web browser (OS agnostic)

Windows 2000

Windows 8

Windows 10

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

2-10

11-50

51-200

201-500

501-1000

1000+

Tracker

In Person

Live Online

Webinars

Documentation

Videos

Grow your revenue and profits with intelligent sales automation with Sales Cloud. Help every rep be more efficient. Close more deals. Collect cash faster. Boost growth and profit with intelligent automation and integrated tools from Sales Cloud.

This Salesforce platform has CRM capabilities that include lead management, marketing automation, and contact management. These applications help organizations to manage customer accounts, track sales leads, conduct and monitor marketing campaigns and provide service post-sale. Salesforce Lightning Experience is upgraded CRM version of Sales Cloud that streamlines the sales process by allowing any sales rep to generate and follow-up on leads, manage account activity, track the status of each campaign, and create reports without hassle.

With Salesforce for Outlook, users can synchronize contacts, calendars, emails, and tasks in both applications without interrupting any business process. Salesforce Sales Cloud for small businesses allows users to manage contacts, track sales deals, manage tasks and events, harvest leads, and track performance. The sales cloud enterprise edition layers in call scripts, team-selling functionality, business workflow, setup approval and automation, custom applications, API integrations, and more.

The Salesforce CRM solution is available only for software-as-a-service (SaaS) deployment. In addition, this Salesforce app provides a technology stack that covers database and security as well as workflow and user interfaces.


Commenting/Notes

Engagement Tracking

Content Delivery

Cataloging/Categorization

Employee Management

Customer Surveys

Forecasting

Multi-Channel Marketing

Business Card/Badge Scanning

Quality Management

Purchase Order Management

Meeting Management

Safety Management

Internal Chat Integration

Product Catalog

Presentation Tools

Lead Capture

Proposal Generation

Access Controls/Permissions

Activity Tracking

Customer Service Analytics

Sales Pipeline Management

Referral Tracking

Contract/License Management

Ad hoc Reporting

Financial Management

Material Requirements Planning

Order Management

Calendar/Reminder System

Competitive Analysis

Approval Process Control

Auto-Dialer

Lead Distribution

Projections

Knowledge Management

Multi-Campaign

Pipeline Management

Call Recording

Call Logging

Medical History Records

Audience Targeting

Goal Management

Call Management

Customizable Fields

Collaboration Tools

Sales Trend Analysis

Shipping Management

Client Tracking

Scheduling

Data Import/Export

Email Tracking

Call List Management

Campaign Planning

Customer Support

Graphical Data Presentation

Buyer Management

Lead Generation

Email Templates

Contact Management

Sales Approval

Version Control

XML/RSS

Opportunity Management

Content Management

Configurable Workflow

Bills of Material

Lead Management

Conversion Rate Optimization

Multi-Currency

Email Marketing

Statistical Analysis

Sales Reports

Dashboard Creation

Performance Metrics

Routing

Territory Management

Channel Management

Dynamic Modeling

Training Management

Maintenance Management

Shared Contacts

Production Scheduling

Marketing Automation

Proposal Management

Landing Pages/Web Forms

Request Escalation

Social Media Integration

Lead Segmentation

Basic sales and marketing for up to 5 users
$25
/user/month*
(billed annually)

Complete CRM for any size team
$75
/user/month*
(billed annually)

Deeply customizable CRM for your business
$150
/user/month*
(billed annually)

Unlimited CRM power and support
$300
/user/month*
(billed annually)

Tracker vs Salesforce Sales Cloud

User Ratings & Reviews

Pricing

Product Demo & Screenshots

Advisor Recommendations & User Awards

Additional Info

Support and Training

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