McKinney, TX (PRWEB) March 14, 2009
PhaseWare, Inc. announces the release of Tracker /Self Service Center v4.0. The newest version of PhaseWare's customer service and support software contains exciting new features.
The most important new feature is the Live Chat application which provides another valuable channel of communication with customers or between internal staff. The Live Chat application appears in its own desktop window overlaying the Tracker screen rather than minimizing it. According to Hoyt Mann, President and Co-founder of PhaseWare, Inc., "We are very excited to be able to offer this capability, especially at a time when budgets are being strained. With PhaseWare's Live Chat software a business can increase the number of customers supported without sacrificing customer satisfaction or staff productivity. PhaseWare continues to release software with the same sophistication as enterprise Help Desk applications that cost significantly more."
Live Chat for the Self Service Center gives customers another channel to interact with live agents for further assistance. Customers can also send files to the support center through the chat application. From the support side Live Chat allows a support agent to work with more than one customer at a time, use predetermined text for a quicker response time, and collaborate with other agents to resolve an issue. Completed chats are added to the knowledgebase for future reference. Live Chat can be configured into a variety of chat channels.
Live Chat also allows online interaction between internal staff in an unprecedented opportunity for collaborative problem solving. Incident Chat is ideal for a geographically distributed workforce or other setting requiring team input.
Other new features include the ability to place appointments via emails from the Event Engine; to customize which Tracker screens open upon startup; and to assign multiple email addresses to a single contact.
About PhaseWare, Inc.:
PhaseWare, Inc. is headquartered in McKinney, TX. The company provides customer service and support software solutions especially for the small to medium business. PhaseWare Tracker and its Event Engine and Self Service Center add-on components provide service desk automation, incident tracking, and resolution of trouble tickets from origin to close, along with a wide variety of self service options.
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