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TechExcel

CustomerWise

Composite Score

7.7 /10

CX Score

7.5 /10

7 Reviews Write a Review

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What is CustomerWise?

A well managed customer help desk, field services team, and professional services program improves customer satisfaction. CustomerWise enables services teams to manage customer requests and work closely with sales and development teams to transform customer feedback into product/service improvements.

Company Details

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CustomerWise Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

95 Likeliness to Recommend

100 Plan to Renew

89 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+85 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love CustomerWise?

0% Negative

0% Neutral

100% Positive

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

Feature Ratings

Average 93

Customer Service Knowledge Management

100

Customer Self Service Capabilities

Analytics and Reporting

Mobile Customer Care

Customer Service Workflow Management

Multi Channel Support

Agent Collaboration

Intelligent Search

Customer Community Management

Contact Center Integration

Agent Scripting

Vendor Capability Ratings

Average 88

Product Strategy and Rate of Improvement

Quality of Features

Business Value Created

Vendor Support

Usability and Intuitiveness

Ease of Customization

Breadth of Features

Ease of Implementation

Availability and Quality of Training

Ease of Data Integration

Ease of IT Administration

CustomerWise Reviews

Laban H.

Role: Operations
Industry: Healthcare
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2021

Proficient and Transformative Customer Service App

Likeliness to Recommend

10 /10

What differentiates CustomerWise from other similar products?

TechExcel CustomerWise has a baseline for customer knowledge, where points of reference are found, in case some clarification is required. More so, TechExcel CustomerWise establishes the openness of the contact center integration, an easy channel to communicate.

What is your favorite aspect of this product?

TechExcel CustomerWise gives our business an intelligence search option, which is paramount in deciding on the strategies to put up. More so, TechExcel CustomerWise has made a customer community, as a platform, available, with the option of responses and discussions.

What do you dislike most about this product?

TechExcel CustomerWise is only suitable for Windows, leaving the IOS systems, which are also widely spread without the option of having it. If a universal software is developed, to suit all devices, every company would enjoy owning up the program.

What recommendations would you give to someone considering this product?

There is a proficient way in dealing with customers, more so offering help to them, in case they find some incidents not favorable to them. However, TechExcel CustomerWise has defined the many options, that can allows responses be given to customers on time.

Pros

Continually Improving Product
Reliable
Performance Enhancing
Enables Productivity

CustomerWise

What is CustomerWise?

Company Details

Book a Free Demo Today!

CustomerWise Ratings

95 Likeliness to Recommend

100 Plan to Renew

89 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+85 Net Emotional Footprint

How much do users love CustomerWise?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities offered or through 3rd party integrations.

Customer Self Service Capabilities Customer-facing resolution wizards and guidance, community forums or integrations through 3rd part integrations.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Community Management Creation and management of branded and focussed user communities.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

CustomerWise Reviews

Laban H.

Proficient and Transformative Customer Service App

Likeliness to Recommend

Pros

Feature Ratings

Customer Service Knowledge Management

Customer Self Service Capabilities

Analytics and Reporting

Mobile Customer Care

Customer Service Workflow Management

Multi Channel Support

Agent Collaboration

Intelligent Search

Customer Community Management

Contact Center Integration

Agent Scripting

Vendor Capability Ratings

Product Strategy and Rate of Improvement

Quality of Features

Business Value Created

Vendor Support

Usability and Intuitiveness

Ease of Customization

Breadth of Features

Ease of Implementation

Availability and Quality of Training

Ease of Data Integration

Ease of IT Administration