Interviewed on 16 Sep 09
Hoyt Mann, President and Co-founder
PhaseWare’s customer service and support suite of products is created specifically for the small to medium business. Our product is highly scalable, flexible, and customizable and offers the same sophistication as an ERP solution but at an affordable price.
Our products allow customers to track, escalate, resolve, and close trouble tickets (incident management). PhaseWare provides customer information management, knowledge management, incident management, and customer management.
What unique selling points do you offer?
PhaseWare provides sophisticated customer service software at a price that is affordable for the small to medium business. Many of our features and benefits were once only available to the enterprise. We make them available for anyone.
Describe the services you offer?
PhaseWare offers implementation assistance, customization, and ongoing support. PhaseWare can be contacted by phone, email, chat, or through our self service center.
Describe your target market?
PhaseWare is appropriate for any business that needs to track and/or manage customer information, assets, knowledgebases, incidents, and more. Our customers represent a diverse array of business types from software to manufacturing and managed services.
How is your company planning for the future?
PhaseWare continues to grow by listening to their customers and creating the product they need.
What benefits can you offer your customers?
Our software will give customers peace of mind. There will be no more unclosed incidents, forgotten emails, unavailable information. All the information needed to manage customer support contacts is available in one screen. All of the information is integrated within the application as well as easily integrated to other applications.
How do you support your customers?
We offer phone, email, chat, and self service channels for customer support. And we use our own application for this purpose.
