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Customer Service Software Features

Web-based customer service software by PhaseWare provides all the features you need for reduced call volumes and increased resolution times.

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The right features can take your customer service to new heights. With PhaseWare you will have access to all the necessary tools to get better FCR rates, increase customer satisfaction, and more.

PhaseWare Customer Service Top Features:

Automated Notifications

Automated Notifications

Set up automated notifications for SLA deadlines, external journal entries, ticket reassignment, and ticket escalation.

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Automatic Customer Notices

Automatic Customer Notices

Set up automated notices to customers when there are changes to their tickets. Be it updates, resolution, or closure, etc.

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Customizable Interface

Customizable Interface

Make your customer service software environment your own with extensive customization capabilities.

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Customer Service Automation

Automation

With PhaseWare's Tracker and the Event Engine products you can automate tracking and resolution of customer service problems in order to reduce your agent's workload. Automate everything from ticket handling and distribution, alerts and notifications, and even email communication based on custom parameters.


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Email Management

E-Mail Management

Leave the heavy lifting of email management to your customer service software. PhaseWare offers an e-mail integration that allows the system to store and manage emails in an organized manner that is easily viewable by any agent. No more information falling through the cracks.


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Customer Self Service

Self-Service

PhaseWare offers the optional Self Service Center (SSC). SSC is the self service portal for your customers to submit incidents, find answers to common problems, get downloads, and much more. The SSC is also customizable to match your brand. Make sure your customers have a way to get customer service 24/7/365.


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Real-Time Reporting

Real-Time Reporting

Using advanced reporting features like Dashboards and widgets, our software gives your team real-time visual reporting at any given moment.

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Download manager

Download manager

Part of the knowledge-base feature set, download manager allows for the addition, editing, and removal of downloads available to your customers.

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Mobile Customer Support App

Mobile Access

Both Tracker and Self Service Products can be accessed on your and your customer's mobile devices via native mobile apps. Great customer service anywhere.

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Learn more about PhaseWare

If you think PhaseWare would be a good fit for your company or organization, please feel free to contact us. A friendly member of our team is only a click away.

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FEATURES
FEATURES
  • Customize & Configure
  • Advanced Reporting
  • Live Chat
  • Visual WorkFlows
  • Customer Management
  • SLA Management
SOLUTIONS
SOLUTIONS
  • Customer Service & Support
  • Complaint Management
  • Knowledge Management
  • Help Desk Management
  • Issue Tracking
  • Mortgage Solution
PRODUCTS
PRODUCTS
  • Tracker Beyond
  • Tracker Desktop
  • Tracker Mobile
  • Self Service Center
  • SSC Mobile
  • Event Engine
Start My Free Trial

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