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Side-by-Side CRM Vendor Comparison |
|
Company |
CRM Features |
Company Strengths |
Cost |
PhaseWare
Suited For: Small, Mid-size Companies
|
Customer Information, Information Screens, Service level-agreement tracking, Billing and support package tracking, Incident tickets, Incident templates, Problem management, Quick Incidents, Incident classification, Dashboard indicators, Solutions knowledgebase, Search capabilities, Email features |
- Auto-escalate and receive alerts for high-priority tickets.
- Automatically create incidents from the emails you receive—with customer, contact, subject, and problem already defined.
- Send customers an email update on their open tickets.
- Get automatic alerts on unusual customer or problem activity—based on thresholds you set.
- Get automatic alerts when ticket queues exceed pre-designated thresholds.
- Send automated emails or surveys to your customers when tickets are closed.
- Get automatic alerts if you’re close to missing a service level agreement.
- Get automatic emailed reports on customer, agent or trouble ticket activity.
- Increase internal efficiencies.
- Reduce internal costs
- Provide a truly unique level of customer service and support
|
N/A |
Kana
Suited For: Mid-size, Large Companies
|
Email Response Management, Web Collaboration, Secure Messaging, Contact Center Support, Knowledge Management, Service Resolution Management, Customer Self Service, Email Escalation, Live Collaboration/Chat
|
- Focused on serving large enterprise companies
- Core competency lies in customer service solutions
- Deep feature set for customer service solutions
- Provides indutry-specific solutions for a number of industries
|
N/A
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